Short Term Disability Operations Manager - 7391

Description and Requirements
This position has overall leadership of the day-to-day operational responsibilities for 60-80 Short-Term Disability and FML Claim Specialists 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.
Functional Responsibilities:

• Accountable for the day-to-day execution and attainment of all operational metrics and plans (e.g., quality, service, production) and is 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 impact of change is aligned with the business priorities.
• Creates an organizational environment where feedback is valued, and is a role model for providing and receiving feedback.
• Provides future vision of success and related requirements for ongoing process improvement.
• Champions new process 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:

• Full people management responsibilities, including hiring, firing, promotions, performance and compensation management, training and development.

Job Requirements/Qualifications:

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

Key Competencies, Qualifications and Skills, Preferred:

• Bachelor's degree preferred.
• STD, LTD, clinical and industry knowledge.
• Prior success in putting customers first while inhibiting motivational leadership throughout the organization.
• Must have demonstrated leadership skills that reflect experiences as a change agent and innovator that drives to meaningful change in the operations of the organization, in the areas of operational effectiveness and productivity.
• Possesses claims management experience, including knowledge of other Employee Benefit programs (e.g., Worker's Compensation, Life Insurance) and relative Federal and State Laws.
• Significant experience with claim processes and technology to effectively support the various claim management processes and provide the foundation for service and innovative change.
• Must be able to communicate clearly and effectively, both written and verbal.
• Strong presentation skills required.
• Influence, negotiation and conflict resolution skills needed.
• Possess the ability to work in a matrix environment.
• Proven ability to manage multiple priorities and possess strong project management skills.
• Possess excellent analytical, decision making and problem solving skills.
• Understands the market needs that influence the delivery of excellent Customer Service and can be proactive in modifying MetLife's operational delivery to support customer value and operational efficiency.
• Proven ability to manage multiple priorities and processes.
• Ability to identify and create areas where processes and technology can meet to improve productivity and service.
• Self-motivated with ability to work in a matrix organization to drive results through partnership.

Education Required
High School Diploma/GED
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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 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.
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 empathy, 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 accommodations@metlife.com. 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.