Senior STD Operations Leader (Claims & CX)

MetLife; United States; On-site; USD 85,000 - 143,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401(k) with employer matching

Life insurance

Employee Assistance Program (EAP)

Paid time off

Job summary

MetLife’s Global Customer Service and Operations (GCSO) team seeks an STD Operations Manager to oversee Unit Leaders directing STD and Absence teams. You will drive customer-centric results, manage claims processes, and lead with strong communication with both staff and customers.

Ideal candidates have 5+ years in claims leadership, and a Bachelor's degree is preferred. The role emphasizes operational effectiveness, strategic staffing, and opportunities to apply automation and AI to simplify

Qualifications

• Strong verbal and written communication skills.
• Understanding of the broad business context and key metrics.
• Influencing and motivational abilities.
• Corporate courage and feedback skills.
• Comfort with conflict and resolving issues effectively.
• Strong knowledge of Short Term Disability claim practices and processes.
• Ability to partner with diverse teams.

Responsibilities

• Clearly articulate the vision of success and how each role contributes to it.
• Support and guide team members with knowledge, tools, and resources.
• Remove barriers to team success and address performance gaps.
• Escalate barriers to senior leaders with recommended solutions.
• Accountability for team results in customer centricity, expense management, and claim accuracy.
• Provide constructive feedback linked to behaviors and outcomes.
• Analyze data to address root causes and monitor strategies.
• Identify automation opportunities to improve productivity and accuracy.

Skills

Verbal communication

Written communication

Influencing skills

Feedback skills

Conflict management

Short Term Disability knowledge

Team leadership

Partnering skills

Education

Bachelor's degree preferred

Job description

MetLife’s Global Customer Service and Operations (GCSO) team seeks an STD Operations Manager to oversee Unit Leaders directing STD and Absence teams. You will drive customer-centric results, manage claims processes, and lead with strong communication with both staff and customers.

Ideal candidates have 5+ years in claims leadership, and a Bachelor's degree is preferred. The role emphasizes operational effectiveness, strategic staffing, and opportunities to apply automation and AI to simplify