Manager, Billing Operations

Description and Requirements
Location: Virtual within commutable distance to Tampa FL, Bridgewater NJ, Aurora IL, or Atlanta GA offices
Role Value Proposition
Manages, coaches, and develops billing personnel responsible for providing billing administration and solutions to MetLife group P&C customers across all markets and platforms. Responsible for the overall customer billing experience and delivering excellent service to our internal and external customers.
Key Responsibilities

• Leads teams responsible for group billing, reconciliation, and premium application.
• Translates MetLife vision and helps develop department vision, strategy, service levels and objectives.
• Communicates to staff and ensures understanding and personal accountability for achieving service excellence.
• Successfully executes department strategy and objectives.
• Drives accountability of team by managing and monitoring key operational metrics are achieved.
• Manages workload balancing and team delivery of commitments.
• Ensures time tracking is completed by associes to drive demand and capacity management.
• Identifies training needs of staff and develops and provides necessary support to meet those needs.
• Drives operational efficiencies, productivity increase and service enhancements through analysis, standardization, control, employee engagement and performance management. Continually reviews expenses for potential reductions.
• Ensures proper controls and procedures are in place and that all audit, legal, and regulatory requirements are adhered to.
• Creates a high-performance culture focused on continuous improvements to achieve gains in efficiency, service and quality. Motivates staff with appropriate recognition and feedback.
• Full people management responsibility including hiring, firing, promotions, performance and compensation management, training and development, and coaching
• Establish and maintain effective working relationships with internal and external business partners.
• Work closely with business partners to ensure consistent quality and metrics are achieved for common work. Provide direction as needed to offshore partners, including signing off annually on their Standard Operating Procedures.
• Performs other duties as assigned or required.

Essential Business Experience and Technical Skills
Required Experience:

• 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
• Ability to partner with other leaders across the organization for joint initiatives.
• Demonstrated ability to exercise sound judgement

Preferred Experience :

• Bachelor's degree in a related field.
• 3-5 years leadership or supervisory experience
• Strong knowledge of billing processes

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 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 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!
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.