AVP, Group Eligibility & Operations Quality and Performance

Description and Requirements
Position: AVP, Quality and Performance - Group Benefits
Location: N/A
Setting : Virtual
Reports to: VP Billing, Eligibility and Group Operations
Travel: Occasional
The Team You Will Join
Billing, Eligibility and Group Operations is a dynamic and complex organization that provides support to both National Accounts and Regional Business. The team plays a key role building successful RFPs to win new business, to providing support and guidance during the implementation process in addition to serving as a primary point of contact for all billing needs for Regional Business clients.
The Opportunity
Reporting directly to the VP of Group Operations, the AVP Quality and Performance plays a key leadership role in establishing a data-informed operational process management culture and service delivery model. This role will support a variety of strategic initiatives for the organization as well as providing critical business operations quality and performance management for the entirety of the Group Benefits Business. This position will also work closely across Regional Business and National Accounts to redefine, operationalize, own and execute upon data and quality management requirements to ensure we have the most accurate understanding of the performance of our day-to-day operations aligned to execution of the business plan across group eligibility and operations.
In addition to performance and capacity management, this leader will manage quality assurance (QA) operational resources to modernize and scale QA effectiveness through strategic data enablement and technology automation.
This leader will simplify and modernize the current reporting and capacity planning operating environment through investments in integrated data storage combined with associate skill development with sophisticated tools such as Python, Alteryx, PowerBI.
This leader will be the key partner face-off to US Group Data and Analytics (DnA) spanning across all platforms and business segments informing operational process and performance optimization initiatives.
How You'll Help Us Build a Confident Future:

• Lead and empower a multi-function team of around 30 US-based associates to deliver value-driven business operations support aligned to key strategic initiatives and critical business outcomes.
• Inventory and rationalize current state reporting support across Group Business, replace legacy email and spreadsheet based capabilities with modern tools such as Microsoft PowerBI
• Design and implement data-informed service performance expectations and automated monitoring capabilities
• Enable operational performance oversight consumed by various levels of the organization to ensure adherence to established SLAs and regulatory standards
• Ensure quality tools are defined and applied across the organization including Onshore and the MGCC to identify and implement controls of quality assurance at the appropriate process points, to prevent and mitigate risk
• Empowered and expected to anticipate, identify, and resolve organizational/strategic issues. In partnership with Agile Delivery resources, lead and facilitate strategic billing and eligibility projects and initiatives to improve the data and performance management environment
• In partnership with Agile Delivery resources, ensure data proprietary to MetLife Group Benefits eligibility and business functions is effectively organized and managed in a manner that supports operational scale and enablement of MetLife approved business intelligence and artificial intelligence initiatives.
• Oversight of budget projections and forecasts for Regional Business through strong collaboration with the service and finance team.
  Leadership:
• Analytical problem-solver - Harness large datasets and design comprehensive & rapid analysis solutions
• Quality and Audit Mindset - Designs and implements scaled controls aligned to high volume operations
• Thinks Strategically - Sets direction aligned to the company's strategy, applying external and global perspective to meet local and global needs.
• Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
• Operates Efficiently - Understands how to organize and manage large-scale operational functions in unison with defined product and administrative rulesets.

What You Need to Succeed (Required Qualifications):

• Experience leading and transforming highly successful operations teams
• Knowledge of both Regional Business and National Accounts
• Track record of collaborating with and influencing peers, partners and/or senior leaders to drive meaningful change to the business
• Experience leading, mentoring, and developing people
• Ability to analyze data to identify gaps and/or create business strategies
• Project Management experience
• Ability to work both independently as well as collaboratively within a team environment
• Ability to work in a fast paced environment with multiple competing priorities and tight deadlines.

The expected salary range for this position is $161,000 - $214,600. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$161,000 - $214,600