STD Claims Operations Leader

MetLif; United States; Remote; USD 85,000 - 143,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Paid time off

Employee assistance program (EAP)

Dental and vision coverage

Job summary

MetLife is seeking an STD Operations Manager on the Global Customer Service and Operations (GCSO) team to oversee Unit Leaders and their STD/Absence groups. This role focuses on achieving customer and team outcomes, optimizing claim processes, and driving operational excellence through data-driven strategies.

Strong communication and leadership are essential for frontline interactions with claimants and internal stakeholders.

Qualifications

• Strong verbal and written communication for diverse audiences.
• Understanding of key business indicators and customer service metrics.
• Influencing and motivating teams to achieve outcomes.
• Ability to give and receive constructive feedback.
• Comfort with handling conflicts and escalations.
• Strong knowledge of Short Term Disability claim practices and processes.
• Ability to partner with cross-functional teams.

Responsibilities

• Clearly articulate the vision of success and role expectations.
• Guide and support team members with knowledge, tools, and resources.
• Remove barriers to team success and address gaps.
• Escalate issues with recommended solutions to senior leaders.
• Drive performance in customer centricity, expense and claim accuracy.
• Intervene to address performance gaps and monitor progress.
• Analyze data to address root causes and improve strategies.
• Support automation and AI to streamline recurring tasks.

Skills

Verbal and written communication

Business context awareness

Influencing and motivation

Feedback and conflict management

Disability claims knowledge

Partnership and collaboration

Education

Bachelor's degree preferred

Job description

MetLife is seeking an STD Operations Manager on the Global Customer Service and Operations (GCSO) team to oversee Unit Leaders and their STD/Absence groups. This role focuses on achieving customer and team outcomes, optimizing claim processes, and driving operational excellence through data-driven strategies.

Strong communication and leadership are essential for frontline interactions with claimants and internal stakeholders.