Group Life and Waiver Claims Operations Director

Location Designation: Hybrid - 1 day per week

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

Remote or Hybrid Office; occasional travel may be required

The Group Life Claims Operations Director provides strategic leadership for group life and waiver claims. This role is accountable for operational performance, regulatory compliance, and service excellence. The Director leads a team of people leaders to strengthen leadership capabilities and drive strategic improvements that enhance workflows, team culture, and customer satisfaction.

• Responsible for directly leading a team of managers and indirectly leading a team of 70 -100 employees to deliver best-in-class claims outcomes, align to business goals, and foster a high-performance, customer-centric culture.
• Leads, mentors, and coaches' team of direct and indirect team members; develops talent succession plans and builds bench strength of talent within team to support business and team member goals.
• Drives change effectively, ensuring ongoing communication with direct team; ensures team is prepared to execute as new processes, technology or clients are implemented.
• Leverages client/customer feedback and monitors industry trends as an input to adjust practices and model to drive improvements.
• Manage the full scope of claims operations, including staffing, performance monitoring, and continuous improvement.
• Ensure compliance with all internal policies and external regulations; represent claims in audit, governance, and risk forums.
• Oversee financial controls, reporting, and operational budgets to ensure fiscal responsibility and accuracy.
• Partner with internal stakeholders (e.g., Legal, Finance, IT, Account Management) to resolve issues, support initiatives, and enhance service delivery.

• Bachelor's degree (advanced degree or industry certifications preferred)
• 8+ years in life/group insurance claims, including 5+ years in leadership
• Proven success leading operational teams that execute to goals, drive a strong employee claims experience, and a customer-centric claims team culture.
• Demonstrated problem-solving skills; ability to test and learn to meet client and customer needs.
• Proven ability to deliver results and act with a sense of urgency.
• Strong leadership, analytical, communication, and organizational skills

Pay Transparency

Salary range:$125,000-$150,000

Overtime eligible:Exempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Job Requisition ID:92064

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