Manager, Leave of Absence Operations

Travelers•Hartford, CT

About The Position

The Manager, LOA Operations serves as a key operational leader of Travelers' Leave of Absence (LOA) team, ensuring daily performance, compliance, and quality standards are met across the team. This role is central to maintaining a consistent, high-quality leave experience for employees, bridging frontline execution with strategic direction by surfacing trends, risks, and improvement opportunities to team leader(s). A successful employee in this role combines operational excellence with the ability to coach and develop employees, driving a culture of accountability, continuous improvement, and employee-centered service.

Requirements

4 years of disability and leave administration experience, including experience communicating benefits plan details with employees.
College degree in HR, business, or a related field.
6 or more years of leave or benefits related experience.
Prior leadership experience.
Experience with multi-state and international leave administration.
Experience using Leave Case Management Technology and Workday platforms.
Customer service oriented, with excellent verbal and written communication skills, the ability to driven results, and effectively prioritize.
Excel, Word and related software package skills.
Strong attention to detail.
Strong analytical and organizational skills.
Thoroughly analyzes information and makes timely, practical decisions and recommendations.
Ability to understand complex payroll calculations and a strong understanding of how system interactions impact pay.
Ability to work effectively with internal and external teams.
Highly ethical and can maintain confidentiality.

Nice To Haves

CEBS exams and designations a plus.

Responsibilities

Monitor daily compliance, quality, and service level agreement (SLA) performance across the LOA team and communicate findings and trends to team leader(s).
Provide direct people leadership to LOA Associates and Representatives, owning all core leadership responsibilities, including selection, onboarding, training, development, performance management, and coaching.
Own the monthly Dovetail quality review process for the LOA team, delivering coaching directly to employees and sharing findings with team leader(s).
Serve as the primary escalation resource for all cases, coordinating with vendors, Employee Relations, HRBPs, and Legal while keeping team leadership informed of emerging issues and trends.
Own new employee onboarding coordination for the LOA team, ensuring new hires have a structured training schedule and clear knowledge checks in place.
Gather and consolidate process improvement opportunities across the LOA team, bringing prioritized recommendations to team leader(s) to inform the strategic roadmap.
Produce a monthly operations summary for team leadership, highlighting trends, risks, and wins across the LOA team.
Manage corporate audit requests and findings end-to-end, keeping team leader(s) informed throughout the process.
Perform other duties as assigned.