Life Claims Ops Lead — Hybrid, People & Performance

New York Life Insurance Co.; Cleveland (OH); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Hybrid work schedule

Discretionary bonus eligible

Job summary

New York Life Insurance Co. in the Cleveland area seeks a Life Claims Processing Manager to lead a team of 8–10 professionals, ensuring accurate life claim payments and a low-effort customer experience for beneficiaries, agents, and policyholders.

The role blends claims/operations expertise with people leadership, requires FINRA pre-hire clearance, and follows a hybrid schedule with in-office Tuesdays and Thursdays and remote Mondays, Wednesdays, and Fridays.

Qualifications

• 3+ years of relevant experience in claims handling and/or people leadership (coaching, development, performance management)
• Demonstrated ability to lead and develop teams, including ongoing feedback, recognition, and corrective action when needed
• Strong understanding of life products and key features of plan types and various riders and their impact on claims processing
• Proven ability to manage workflow and deliver against targets, standards, and deadlines in an operations environment
• Excellent communication and relationship management skills, including conflict resolution and collaboration across functions
• Strong problem-solving and judgment, including attention to detail and comfort operating within established controls

Responsibilities

• Lead and develop a team of 8–10 service professionals through regular 1:1 coaching, performance management, and team meetings to improve quality, accuracy, and customer outcomes.
• Drive a positive, low-effort customer experience by reinforcing service standards, removing barriers, and ensuring timely, accurate processing of life claim payments.
• Manage execution and workflow for line-of-business work requests, monitoring targets, standards, and deadlines and ensuring team accountability to deliverables.
• Partner with HR on hiring by supporting recruiting strategy, reviewing resumes, interviewing candidates, and participating in offer decisions to build and retain strong talent.
• Exercise payment review authority (Delegation of Authority up to $3M) by reviewing and approving claim payments in alignment with policy, controls, and risk standards.

Skills

People leadership

Claims processing

Customer experience

Team coaching

Communication

Education

Bachelor’s degree

Tools

New York Life administration systems

Job description

New York Life Insurance Co. in the Cleveland area seeks a Life Claims Processing Manager to lead a team of 8–10 professionals, ensuring accurate life claim payments and a low-effort customer experience for beneficiaries, agents, and policyholders.

The role blends claims/operations expertise with people leadership, requires FINRA pre-hire clearance, and follows a hybrid schedule with in-office Tuesdays and Thursdays and remote Mondays, Wednesdays, and Fridays.