STD Operations Manager - 21087

Job description

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

• 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

• 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

• 5+ years claims experience.
• 3+ years of experience in leadership position/peopl e 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. 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.