Description and Requirements The Opportunity The Director, IDI Claims Operations leads MetLife's Individual Disability Income (IDI) claims organization, with accountability for claim decision quality, regulatory and contractual compliance, service, financial outcomes, and talent across the IDI block, including in-force and closed-block business. Reporting to the Vice President, LTD / RTH / IDI, this role leads managers and subject-matter leaders and translates LTD, Return to Health, and IDI priorities into clear operating goals and measurable results.
IDI claims carry long-duration liabilities, individually underwritten contract provisions, and a high level of regulatory and litigation exposure. The Director serves as the primary operational point of contact for market conduct examinations, regulatory inquiries, external audits, and escalated or litigated IDI claims, and leads responsible adoption of approved AI-enabled capabilities that improve workflows, decision quality, productivity, and claimant outcomes.
Key Responsibilities - Lead day-to-day IDI claims operations from intake through benefit payment, managing staffing, capacity, quality, and service levels.
- Ensure consistent application of individual policy provisions and oversee complex, contestable, and escalated claim decisions and potential litigation.
- Serve as operational lead for market conduct examinations, regulatory inquiries, complaints, and audits, ensuring claim practices meet regulatory, contractual, and internal control requirements.
- Partner with Legal, Compliance, Finance, and Actuarial on litigated claims, remediation, and operational, financial, and reputational risk.
- Lead managers and subject-matter specialists, setting clear goals and performance expectations and promoting accountability.
- Oversee quality assurance and use metrics and reporting to drive improvement and inform senior leadership.
- Build AI fluency and lead the responsible implementation of AI-enabled use cases in line with enterprise governance and oversight requirements.
- Lead process, technology, and operating model changes, including system modernization, to simplify work and improve outcomes.
- Oversee vendor, offshore, and third-party partners to ensure service consistency, quality, and cost discipline.
- Develop leaders and claims professionals and partner with internal functions, regulators, auditors, reinsurers, and brokers to deliver shared priorities.
Required Qualifications - 8+ years of progressively responsible experience in disability claims, individual disability income, employee benefits, or a related insurance field; or Bachelor's degree
- People-leadership experience, including leading managers or complex operations in a matrixed environment
- Working knowledge of individual disability income policy provisions, claim practices, and the regulatory environment for disability claims
- Experience managing regulatory examinations, audits, complaints, or litigated claims
- Demonstrated ability to use metrics, reporting, and analysis to diagnose issues, guide decisions, and improve outcomes
- Strong communication, influencing, and stakeholder-management skills
Preferred Qualifications - Advanced degree in business, insurance, risk management, or a related discipline
- Relevant professional designations (e.g., CLU, CEBS, DBM, CDMS, FLMI)
- Experience leading claims professionals through operational or technology change, including AI-enabled tools
- Experience with vendor, offshore, or third-party claims partners
The expected salary range for this position is $112 ,000 - $150,000 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please
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