Absence Team Leader

New York Life Insurance Co.; New York (NY); Remote; USD 74,000 - 129,000; Full time

Benefits offered by this job

Full benefits package

Discretionary bonus eligible

Job summary

New York Life Insurance Co. is seeking an Absence Team Leader to guide a team of Absence Claim Managers handling Short-Term Disability and related leaves. You will coach, develop succession plans, and ensure high-quality service across multiple products.

Reporting to the Absence Claims Director, you’ll drive operational excellence, monitor metrics, and partner with account teams to meet client commitments while upholding Quality and Compliance standards.

Qualifications

• HS Diploma or GED required; Bachelor’s degree strongly preferred.
• 5+ years of experience in the Absence/Disability industry.
• Experience leading a team of direct reports is preferred.

Responsibilities

• Directly lead a team of Absence Claim Managers within the Absence Claims organization.
• Coach, develop succession plans and bench strength.
• Collaborate with the Absence Claims Director on client and organizational challenges.
• Ensure execution of Short-Term Disability and Leave processes with quality and compliance.
• Monitor metrics and drive continuous improvement across processes and teams.
• Partner with Account Management, Sales, and internal stakeholders to deliver on service commitments.

Skills

Team leadership

Coaching

Quality & Compliance

Problem solving

Communication

Stakeholder collaboration

Change management

Education

HS Diploma or GED

Bachelor’s degree preferred

Job description

Location Designation: Fully Remote

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 NewYork 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.

Role Overview:

Reporting to the Absence Claims Director, the Absence Team Leader is responsible for managing a team of Absence Managers whose key duties include administering Short-Term Disability (STD).

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 Claim 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.

Operational & Quality Management

• Ensure execution and compliance of Short-Term Disability, Statutory and Paid Family Medical Leave 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.

What You’ll Bring:

Education & Experience

• HS Diploma or GED required; Bachelor’s degree strongly preferred.
• 5+ years of experience in the Absence/Disability industry required.
• Strong preference for candidates with experience managing both disability and leave products.
• Prior experience leading a team of direct reports strongly preferred.

Skills & Competencies

• Demonstrated problem‑solving skills with a test‑and‑learn mindset.
• Strong strategic and tactical capabilities.
• Ability to understand, navigate, and articulate complex multi‑product absence and disability scenarios.
• Proven ability to deliver results with a sense of urgency.
• Strong verbal and written communication skills.
• Ability to encourage candor and foster an open exchange of ideas.
• Effective at disseminating information to ensure staff can successfully fulfill their responsibilities.
• Ability to prioritize critical objectives and focus on high‑impact initiatives.
• Ability to manage complex and escalated issues confidently and effectively.
• Comfortable operating in changing and often ambiguous environments.

Pay Transparency

Salary range: $74,200-$128,500

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 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.