VP LTD Claims & Operations

Description and Requirements

The Team You Will Join

On Met Life’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide.

Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Opportunity

Met Life is seeking a Vice President of Long Term Disability (LTD) to serve as the enterprise leader responsible for LTD strategy and operations, driving excellence across the entire LTD claims lifecycle including Individual Disability Insurance (IDI) products and Return to Health. This position will be accountable for delivering superior customer experiences, operational rigor, and financial performance while ensuring compliance and innovation.

The role requires a visionary leader with deep operational expertise, proven ability to scale complex organizations, and a relentless focus on customer-centric outcomes.

The position is based in one of several key hub locations, including Tampa, Aurora, Bloomfield, Cary, or New York, and operates in a hybrid work model requiring 2-3 days per week on site to support collaboration, leadership visibility, and operational engagement. It also involves travel as needed for key leadership meetings, vendor interactions, audits, and other critical business priorities.

KEY RELATIONSHIPS

Reports to:

Donna Carr, Senior Vice President, Group Service & Operations

Direct reports:
Total team of 874 across Return to Health, LTD Claims IDI, and Business Procedures

Other key relationships:
Todd Katz, EVP, Head, U.S. Group Business

Locations:
Tampa, Auora, Bloomfield, Cary, New York

Key Responsibilities

Strategic & Operational Leadership:
* Architect and execute a comprehensive LTD strategy, integrating IDI and Return to Health , aligned with enterprise objectives and market trends.
* Drive operational transformation through process optimization, AI/automation, and advanced analytics to achieve best-in-class efficiency and quality.
* Establish governance frameworks to ensure consistency, scalability, and risk mitigation across all LTD operations.

Claims Management Excellence:
* Lead end-to-end claims operations, including intake, adjudication, appeals, and return-to-work programs, ensuring timely, fair, and compliant decisions.
* Implement robust quality assurance and audit programs to maintain operational integrity and regulatory adherence.
* Serve as the ultimate escalation point for complex claims, setting standards for ethical and customer focused resolutions.
* Champion Return to Health strategies that support claimants in achieving recovery and reintegration into the workforce

Customer

Experience:

* Champion a customer-first culture, embedding empathy and transparency into every interaction.
* Design and deploy innovative tools and self-service capabilities to enhance claimant engagement and satisfaction.

Compliance:
* Ensure full compliance with federal and state regulations, proactively adapting policies to evolving legal and market requirements, and minimizing risk exposure.

Financial Management & Performance Metrics:
* Own the LTD P&L, managing a $100M+ budget with accountability for profitability and cost optimization.
* Define and monitor KPIs including claim turnaround time, accuracy, reserve adequacy, return-to-work success rates, and customer satisfaction scores.
* Drive disciplined expense management while investing in strategic…