STD Operations Manager

Description and Requirements

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

The Opportunity

The STD Operations Manager will oversee the management of several Unit Leaders who will be managing STD and Absence teams. We are looking to have someone motivated to come and ensure that we are meeting all goals with our customers and then within our teams as well. This person will be responsible for the success of our claims management teams. Strong verbal communication will be needed as you'll be strong customer facing infront of both the workforce and our customer.

Key Responsibilities

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

•Interacts effectively with claimants and internal/external customers, to understand and service their needs while addressing service issues swiftly

•Drives Claim Management Accuracy and Customer Centricity through support of the QQA Program , claim file reviews and call monitoring

•Achieves all Individual and Team outcomes through the management of their team

•Identify opportunities to apply automation and AI solutions to simplify recurring tasks, improve accuracy, and support more efficient business operations.

Required Qualifications

Required Qualifications

•Strong verbal and written communication skills. Ability to articulate clearly to diverse audiences with different styles

•Understanding of the broad business context, to include key business indicators, metrics, customer service scores, etc.

•Influencing and motivation skills

•Corporate courage

•Ability to give and receive feedback in a non-judgmental and non-defensive manner

•Comfort with conflict

•Strong knowledge of Short Term Disability claim practices and processes performed by the individuals they lead

•Ability to partner

Preferred Qualifications

Preferred Qualifications

• 5+ years claims experience.

• 3+ years of experience in leadership position/people management.

• Bachelor's degree preferred.

• Demonstrate 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.

• 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.

• Posses excellent analytical, decision making and problem solving skills.

• 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.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $84,800 - $142,900. 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 [1] 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 [2] #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 [email protected]. 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. References

Visible links

1. https://www.metlife.com/content/dam/metlifecom/us/noindex/pdf/HR-US-Benefits/US-Benefits-Overview-10-13-2025.pdf
2. https://www.metlifecareers.com/ml/GreatPlaceToWork