Business Procedures Consultant - 18021

Description and Requirements
The Team You Will Join
On MetLife'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
Ensures that the operation achieves or exceeds its business objectives in the areas of Claim Management Accuracy, Customer Centricity and Expense Management. Sets clear expectations of performance according to the MetLife vision and holds the team accountable to those expectations. Ensures that team has the knowledge, skills, and tools to be successful and provides support as appropriate.
Key Responsibilities
• Under minimal supervision, oversees large projects that span across multiple areas, functions, and/or lines of business to implement new and/or modified processes, procedures, and/or initiatives.
• Monitors reporting for Catalyst systems to ensure payments are sent timely, ques are routing appropriately, and tasks are completed timely, which includes the handling of tasks and/or system updates.
• Determines specific requirements to address complex and varied business needs.
• Conducts complex research and analysis to quantify business opportunities and issues and develops formal recommendations for presentation to the Disability Solutions Team.
• Analyzes data and implements strategies to address root causes of the gaps and monitor strategies.
• Disseminates pertinent information to the claim operation in the appropriate method to impact change.
• Identifies barriers and escalates to senior leaders in the organization as appropriate along with recommended solutions.
• Interacts effectively with teams to discuss trend analysis and provide effective communications to enhance quality results and reduce customer noise.
• Performs other duties as assigned or required.
Required Qualifications
• A comprehensive understanding of the disability systems, especially in Catalyst.
• STD and Family Medical Leave Act claims knowledge.
• Balances task work while adapting to change and exploring new innovative ideas.
• Ability to prioritize and maintain quality.
• Strong partnership skills with all levels of the organization.
• Strong customer satisfaction focus.
• Motivated by their interactions with others and ability to work independently.
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking.
• Communicates complex verbal and written concepts with ease.
• Pays close attention to details, and accounts for details that may be overlooked.
• Knowledge of statistical analysis techniques and methodologies.
• Analysis and problem-solving skills.
• Strong communication skills.
• Proficient with Microsoft office software
Preferred Qualifications

• Bachelors Degree
• 2 years of experience STD and Family Medical Leave Act claims knowledge.
• Knowledge of the Cognos reporting tool, intermediate to advanced knowledge of Excel (Examples Pivot Table Skills, V-Lookups, Power Queries, etc.)
• Working knowledge of MS Word, PowerPoint, Outlook, SharePoint, Teams, and CoPilot.

The expected salary range for this position is $55,600 - $99,300 . 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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - 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.