Implementation Leader II

Description and Requirements

The Team You Will Join

Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Opportunity

Specialty Market Implementation focuses on providing a best-in-class onboarding experience for group customers new to MetLife or adding new products to their current benefit offering.

The Implementation Leader II supports the onboarding process by reviewing plan designs and additional case materials to set up internal systems across all lines, initiating the billing process, and delivering contracts for customers with 2-999 eligible lives for TPA, PEO, Association/Union/Trust and Affinity & Member Benefits (AMB) organizations.

This role, while individual in nature, requires a detail-oriented focus, task and deadline-driven based on the effective date of coverage, while remaining communicative and consultative to customer-facing partners including Implementation Leaders, Service, and Sales. Direct communication with customer is a must. Our main goal is always to keep the customer at the center of every action taken and every decision made.

Key Responsibilities

• Create and manage plans, billing, and administration installations across all MetLife systems and product lines for multiple customers simultaneously, while maintaining organizational goals and key metrics aligned to processing times and quality.
• Review, update, and deliver contractual documents in partnership with Contract Analysts, initiate first month's billing, resolve member-level discrepancies, and track key milestones and tasks through the workflow tool with accurate case documentation.
• Communicate implementation timeline changes and provisional updates impacting customer setup to key stakeholders including Implementation Leaders, Sales, Service, Underwriting, Claims, and Vendors.
• Proactively identify and resolve potential issues or delays by reviewing system feeds, product and process reporting, and collaborating with IT partners; contribute to annual process reviews and recommend improvements to maximize efficiency and customer centricity.
• Maintain accurate workflow documentation, continuously learn new processes and systems, support team members with questions and case processing, and actively participate in training and daily team huddles.

Required Qualifications

• 3+ years relevant business experience.
• Strong time management, organizational, and critical thinking skills with keen attention to detail and the ability to manage multiple projects with competing priorities simultaneously.
• Strong personal computer skills with experience in Microsoft Office Products (Word, Excel, PowerPoint, etc.).
• Detail-oriented and organized with the ability to manage multiple projects and competing priorities simultaneously, strong customer-facing and relationship skills, and a proactive approach to problem-solving with excellent attention to detail within tight timeframes.
• Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organization information, and improving day-to-day efficiency.
• High school diploma or equivalent.

Preferred Qualifications

• Bachelor's Degree.
• 5-7 years of experience in the field of insurance.
• Strong customer service and project management skills.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $55,000 - $72,000. This role may also be eligible for annual short-term incentive compensation. 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! For more information regarding MetLife’s U.S. benefits, please [1] click here.

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.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

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 [2] #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.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date. References

Visible links

1. https://www.metlife.com/content/dam/metlifecom/us/noindex/pdf/HR-US-Benefits/US-Benefits-Overview-10-13-2025.pdf
2. https://www.metlifecareers.com/ml/GreatPlaceToWork