Short Term Disability Unit Leader

MetLife; United States; On-site; USD 59,000 - 99,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid time off

Job summary

MetLife seeks a supervisory leader for its Global Customer Service and Operations team to drive key priorities including claims accuracy, customer centricity, and expense management. You will guide a team, set clear performance expectations, remove barriers, and support ongoing improvement initiatives across a range of processes.

You will mentor staff, analyze performance data to close gaps, and implement strategies to enhance efficiency while aligning with MetLife’s values and regulatory

Qualifications

• 1+ years of supervisory experience.
• Strong analytical and decision-making skills with a focus on results.
• Excellent interpersonal and communication skills in verbal and written form.
• Demonstrated conceptual thinking and risk management.
• Organizational and time management skills across multiple systems.
• Bachelor’s degree is preferred.
• 7+ years of STD Insurance Claims experience.
• Knowledge of STD, group disability, Workers Compensation, ERISA, Social Security and state laws.

Responsibilities

• Clearly articulate the vision of success and expectations for each role and individual.
• Supports and guides assigned team members to ensure they have knowledge, tools, and resources for success.
• Removes barriers to team and individual success and escalates issues when needed.
• Identifies barriers and escalates to senior leaders with recommended solutions.
• Takes accountability for team results in customer centricity, expense management, and claim management accuracy.
• Holds team accountable and reinforces positive behaviors aligned with outcomes.
• Analyzes data to address root causes of performance gaps and monitor strategies.
• Identifies and implements strategies to enhance claim management and customer centricity effectiveness.

Skills

Supervisory leadership

Analytical decision-making

Customer service

Risk management

Time management

Education

Bachelor’s degree

STD Insurance Claims experience

Knowledge of STD and disability insurance

Job description

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 team 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 the team has the knowledge, skills, and tools to be successful and provides support as appropriate.

Key Responsibilities

• Clearly articulate the vision of success, how each role, and individual contributes to that vision, and the specific expectations for each role and individual
• Supports and guides assigned team member to ensure that they have the knowledge and skills, tools, and resources to be successful in achieving those expectations
• Removes barriers to the success of the team or the individual
• Identifies barriers and escalates to senior leaders in the organization as appropriate along with recommended solutions
• Takes accountability for the team they lead and the results it produces for each of the key areas of performance; customer centricity, expense management, claim management accuracy.
• Holds team accountable and provides positive reinforcement to team members that is directly linked to their behaviors and outcomes
• Intervenes as required to address acute gaps in performance, either of individuals on the team, or the team as a whole
• Analyzes data and implements strategies to address root causes of the gaps and monitor strategies
• Identifies and implements strategies to enhance claim management and customer centricity effectiveness and efficiency of their team

Required Qualifications

• 1+ years of supervisory experience demonstrate strong leadership and coaching skills. Extensive knowledge of STD
• Strong analytical and decision-making skills with a focus on producing results. Creative problem-solving abilities and the ability to think outside the box
• Excellent interpersonal and communication skills in both verbal and written form. Excellent customer service skills proven through internal and external customer interactions
• Demonstrated conceptual thinking, risk management, ability to handle complex situations effectively
• Organizational and time management skills, ability to effectively manage multiple systems and technology resources

Preferred Qualifications

• Bachelor’s degree
• 7+ years of STD Insurance Claims experience
• knowledge of STD, group disability, Workers Compensation, ERISA, Social Security and state laws

The expected salary range for this position is $59,000 - $99,300. 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 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 #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 [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.

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