Complaints & Grievances - Unit Leader

Must be within a commutable distance of the Oriskany, NY, office location

In office once a month for meetings

About the Team

The Complaints & Grievance Team supports Group Claims and Operations by tracking, monitoring, and resolving member complaints and grievances submitted through Corporate Complaints on behalf of the Claims Organization.

The Opportunity

The Unit Leader oversees the daily operations of a team of Complaint & Litigation Specialists. This role requires strong inventory management skills, a focus on timely and accurate case resolution, and effective collaboration with partners across the organization.

How You'll Make an Impact

• Lead and develop a team of Complaint & Litigation Specialists responsible for logging, reviewing, and researching complaints and grievances for assigned products.

• Build and maintain workflows, processes, and a team culture that supports accurate, timely, and compliant complaint resolution.

• Monitor team and individual performance, providing coaching and guidance to drive continuous improvement.

• Manage team inventory to ensure effective, efficient, and timely case handling.

• Develop strong partnerships with internal and external stakeholders to support collaboration and cross-functional problem solving.

• Use data and performance insights to identify training needs, streamline processes, and guide improvements within the team and partner areas.

What You'll Need to Succeed

• Strong inventory management and organizational skills

• Critical thinking and analytical skills to track and trend performance metrics, opportunities, and outcomes

• Knowledge of claims processes, systems, and applications

• Understanding of compliance and regulatory requirements

• Excellent communication skills for effective stakeholder engagement

• Proficiency with inventory management tools and Microsoft Excel, SharePoint, and PowerPoint

What Will Set You Apart

• 7+ years of experience in Group Claims (preferred)

• Self-motivated, proactive leadership style

• Strong communication and presentation skills, with the ability to influence performance and communicate with leaders

Equal Employment Opportunity/Disability/Veterans

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.