Manager - Short Term Disability Claims

MetLife; United States; On-site; USD 84,800 - 142,900; Full time

Benefits offered by this job

Comprehensive health plan

401(k) with employer matching

Tuition assistance

Paid time off

Employee Assistance Program (EAP)

Job summary

MetLife is looking for a leader for its Global Customer Service and Operations team. You will oversee the day-to-day operational responsibilities of 60-80 Claim Specialists, ensuring high-quality service delivery. The position calls for a background in claims, strong leadership skills, and a commitment to continuous improvement.

The expected salary range is $84,800 - $142,900, plus bonuses. You will work in a supportive environment focused on customer care and operational excellence.

Qualifications

• 5+ years of claims experience required.
• 3+ years of experience in a leadership position/people management role.
• Demonstrated ability to manage multiple priorities.

Responsibilities

• Oversee operational responsibilities for claim specialists.
• Drive results and accountability across team levels.
• Manage change and create a feedback culture.

Skills

Claims experience

Leadership skills

Project management

Analytical skills

Customer service orientation

Education

High school diploma or GED

Bachelor’s degree preferred

Job description

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

This position has overall leadership of the day-to-day operational responsibilities for 60-80 Short Term Disability and FML Claim Specialist and direct management of 4-6 Unit Managers that support our Group Insurance Customers. Responsibilities include planning, implementing and overseeing all claim and customer activities while ensuring the highest quality and service is delivered on every claim.

The expected salary range for this position is $84,800 - $142,900. 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.

Key Responsibilities

• Accountable for the day-to-day execution and attainment of all operational metrics and plans (e.g., quality, service, production), and able to drive results and accountability across all levels of the team.
• Builds and manages effective partnerships with both internal and external customers and appropriately integrates customer needs with the strategic direction of the organization.
• Fosters an environment that supports effective teamwork and cross-functional cooperation.
• Effectively manages and communicates change and creates a culture where change is embraced and aligned with business priorities.
• Creates an organizational environment where feedback is valued and serves as a role model for providing and receiving feedback.
• Provides a future vision of success and related requirements for ongoing process improvement.
• Champions new process and technology initiatives impacting the claim teams and creates an environment for successful implementation.
• Provides leadership on major initiatives and uses leadership role and knowledge to affect the work and direction of the claim organization.
• Performs other related duties as assigned or required.
• Supervisory responsibilities include full people management, including hiring, firing, promotions, performance and compensation management, training, and development.

Required Qualifications

• 5+ years of claims experience
• 3+ years of experience in a leadership position/people management role
• High school diploma or GED

Preferred Qualifications

• Bachelor’s degree preferred
• STD, LTD, clinical, and industry knowledge
• Prior success in putting customers first while exhibiting motivational leadership throughout the organization
• Demonstrated leadership skills that reflect experience as a change agent and innovator, driving meaningful change in operational effectiveness and productivity
• Claims management experience, including knowledge of other Employee Benefit Programs (e.g., Workers’ Compensation, Life Insurance) and relative Federal and State laws
• Significant experience with claim processes and technology to support claim management processes and provide the foundation for service and innovative change
• Ability to communicate clearly and effectively, both written and verbal
• Strong presentation skills
• Influence, negotiation, and conflict resolution skills
• Ability to work in a matrix environment
• Proven ability to manage multiple priorities and possess strong project management skills
• Excellent analytical, decision-making, and problem-solving skills
• Understands market needs that influence the delivery of excellent customer service and can proactively modify operational delivery to support customer value and operational efficiency
• Proven ability to manage multiple priorities and processes
• Ability to identify and create opportunities where processes and technology can meet to improve productivity and service
• Self-motivated with the ability to work in a matrix organization to drive results through partnership

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!

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 [e-mail]. 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.