Absence Team Leader

Location Designation: Fully Remote
Group Benefit Solutions deliverscomprehensive 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 beingthere 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.
Role Overview:
The Absence Team Leader, reporting to the Absence Claims Director, is responsible for leading a team of Absence Managers supporting absence management programs, which may include Short-Term Disability (STD), paid and unpaid statutory and company leaves (FMLA, State Leaves, Company Leaves, etc.), and ADA-related absence administration, while delivering service excellence to clients and customers.
The Team Leader ensures the team achieves established goals, meets published Quality and Compliance standards, and delivers a consistent, high-quality absence and disability claims experience. This role drives operational excellence through leadership, coaching, performance management, process improvement, and cross-functional partnership.
What You'll Do:
Team Leadership & Development

• Directly lead a team of Absence Managers within the Absence Claims organization.
• Foster a learning culture focused on coaching, accountability, regular feedback, and professional development.
• Lead, mentor, and coach team members; develop succession plans and build bench strength to support business goals.
• Remove roadblocks for the team; collaborate closely with the Absence Claims Director on customer, client, and organizational challenges.
• Manage through change effectively, ensuring clear and ongoing communication as processes, systems, technology, or clients evolve.
• Leverage AI-enabled tools and enterprise technologies (e.g., Co-pilot, ChatGPT, Tableau, PowerBI) to enhance decision-making, identify trends, improve claim quality, and drive operational efficiency.

Operational & Quality Management

• Ensure execution and compliance of Short-Term Disability, statutory and company leaves (FMLA, state, paid/unpaid leaves), and ADA processes
• Manage team performance and service delivery across multiple products in accordance with published Quality and Compliance standards.
• Achieve overall quality review results (NQIT and TL/SCM reviews) within or exceeding standards.
• Proactively analyze key metrics and performance reports to ensure consistent team and network performance.
• Identify performance gaps and create timely action plans to drive continuous improvement.
• Establish contingency plans to maintain service levels during staffing shortages, new business onboarding, system implementations, or other operational challenges.

Client & Business Partnership

• Partner with Account Management, Sales, and internal stakeholders to deliver on service commitments.
• Serve as escalation point for complex and sensitive absence and disability cases.
• Maintain accountability for the claims and absence experience tied to a dedicated book of clients and customers.
• Participate in client calls and meetings as needed.
• Collaborate with peer leaders to drive consistency, share best practices, and enhance the overall claims experience.

Continuous Improvement & Operational Excellence

• Drive a culture of continuous improvement by identifying process gaps, inefficiencies, and service opportunities.
• Lead root cause analysis and develop action plans to address performance trends.
• Champion innovation and best practices across the team and broader organization.
• Partner cross-functionally to streamline workflows and improve end-to-end operational effectiveness.
• Champion adoption and responsible use of AI and digital tools within the team, encouraging innovation, automation opportunities, and data-driven performance management.

What You'll Bring:

• 5+ years of Absence claim management experience preferred
• Prior direct supervisor or management experience required
• Ability to work with high sense of urgency
• Bachelor degree preferred or applicable work experience
• Strong verbal and written communication skills required
• Maintain professionalism and flexibility despite conflicting demands
• Strong acumen for customer needs; solid understanding of financial principles of business
• Strong strategic and tactical skill set
• Ability to prioritize critical objectives focusing on high impact activities
• Demonstrate a mastery of Disability Claims Management, and the functional and technical knowledge and skills to perform the job
• Demonstrate the ability to meet or exceed goals. Motivates staff towards desired outcomes
• Ability to communicate clearly and succinctly with all levels of the organization. Encourage candor and openness to foster creativity and an exchange of ideas
• Effective at disseminating information for staff to successfully fulfill their duties and responsibilities
• Ability to manage complex and escalated issues with confidence and results
• Able to adapt to changing and often ambiguous circumstances

It is recommended that all qualified candidates apply to this posting as soon as possible. Residents of Colorado are hereby notified that the deadline to apply is two weeks from the Posting Date listed above.
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Pay Transparency
Salary range: $70,000-$120,000
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 hereto 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 the Foundation. 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: 94075
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