Manager, Billing Operations

Location: Virtual within commutable distance to Tampa FL, Aurora IL, St Louis MO, and Oriskany NY offices (with travel to office monthly)

The Role

Manages, coaches, and develops billing personnel responsible for providing billing administration and solutions to MetLife group customers across Regional Business and National Accounts. Responsible for the overall customer billing experience for payroll for the following payroll deduct billed products: Pet, Critical Illness, Group Accident, Worksite Short Term Disability, legal, and Identity & Fraud Protection. Responsible for delivering excellent service to our internal and external customers.

Key Responsibilities

• Lead team responsible for group payroll deduct billing with full people management responsibility including hiring, firing, promotions, performance and compensation management, training and development, and coaching

• Translate MetLife's strategy into clear and actionable goals, communicating with the team to ensure information is shared. Successfully executes department strategy and objectives.

• Communicate with staff and ensure understanding and personal accountability for achieving service excellence. Drives accountability of team by managing and monitoring key operational metrics are achieved.

• Drive operational efficiencies, productivity increases and service enhancements through analysis, standardization, control, employee engagement and performance management. Continually reviews expenses for potential reductions.

• Ensure proper controls and procedures are in place and that all audit, legal, and regulatory requirements are adhered to.

• Create a high-performance culture focused on continuous improvements to achieve gains in efficiency, service and quality. Motivate staff with appropriate recognition and feedback.

• Establish and maintain effective working relationships with internal and external business partners working closely with business partners to ensure consistent quality and metrics are achieved for common work.

Required Experience

• 5+ years in related positions, such as group benefits, billing or related financial positions, and leadership roles

• Excellent organizational skills

• Demonstrates excellent customer service and relationship skills with ability to communicate clearly both verbally and in writing.

• Ability to handle high pressure situations (internal and external) with professionalism and tact.

• Excellent problem-solving skills and demonstrated ability to exercise sound judgement.

• Ability to effectively partner with other leaders across the organization for joint initiatives.

Preferred Experience

• Bachelor's degree in related field.

• 3-5+ years leadership or supervisory experience

• Strong knowledge of billing processes, including CBS

• Strong knowledge of Accident & Health, legal, Identity Fraud Protection, and Pet products.

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.