Manager, Leave of Absence Operations

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Human Resources

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$85,600.00 - $141,200.00

1

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.

What Will You Do?

• 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.

What Will Our Ideal Candidate Have?
•    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.
•    CEBS exams and designations a plus.
 

What is a Must Have?
•    4 years of disability and leave administration experience, including experience communicating benefits plan details with employees.