Manager, Life Claims Processing 94689

New York Life Insurance Co; Cleveland (OH); Híbrido; USD 75 000 - 105 000; Tempo integral

Resumo da oferta

New York Life Insurance Co in Cleveland is seeking a Life Claims Processing Manager to lead a team responsible for processing life claim payments and ensuring a positive customer experience for beneficiaries, agents, and policyholders. You will oversee day-to-day execution, drive performance against service targets, and coach talent to sustain quality and compliance.

Based in part on findings across 70+ Service Professionals, the role follows a hybrid schedule with in-office Tuesdays and

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Claims handling

People leadership

Communication

Risk management

Attention to detail

Conflict resolution

Ferramentas

New York Life systems

Descrição da oferta de emprego

Job Description

Requisition ID

94689

Job Function

Service Experience Value Stream

Location

Cleveland,Ohio,United States

Role Overview

For over 175 years, New York Life has kept every promise made to our policyholders and their loved ones—whether to help pay for funeral expenses, send a child to college, or create an inheritance. The Life Claims Processing Manager plays a key role in delivering on these promises by leading a team responsible for processing life claim payments and ensuring a positive, low-effort customer experience for beneficiaries, agents, and policyholders. This role oversees day-to-day execution of line-of-business work requests, drives performance against service targets, and develops talent through coaching and support.

Our Claims team has strong synergy across more than 70 Service Professionals located in New York, Dallas, and Cleveland. This position follows a hybrid schedule requiring in-office work Tuesday and Thursday, with remote work Mondays, Wednesdays, and Fridays.

What You’ll Do

• 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.

What You’ll Bring

You bring a strong blend of claims/operations knowledge and people leadership. You’re comfortable setting clear expectations, coaching for performance, and delivering results through others. You communicate clearly and confidently, build trusted relationships across teams, and use sound judgment to solve problems, manage risk, and keep work moving forward.

Required Skills

• 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

Preferred Skills

• Experience using New York Life administration systems
• Working knowledge of Service partner teams (e.g., Relationship Management, Advanced Service, Onboarding, Retention, Correspondence)
• Experience presenting or driving strategic initiatives and generating buy-in at multiple organizational levels

Pay Transparency

Salary Range:$75,000-$105,000

Discretionary bonus eligible:Yes

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.

Please note: This role requiresFINRA licensedand/or FINRA Associated Person pre-hire fingerprinting.

Company Overview

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.

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.

Our Commitment to Inclusion

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. 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 .

Recognized as one 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 .

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Disclaimer 1 : Eligibility for, and benefits under, the Pension Plan and 401(k) Savings Plan (“Plans”) are determined in accordance with the terms of the applicable plan document. Employees of certain subsidiaries, including but not limited to Group Benefit Solutions, employees of Life Insurance Company of North America and New York Life Group Insurance Company of NY, are not eligible to participate in the Pension Plan. In the event of a conflict between this information and the applicable plan document, the applicable plan document governs. The Company reserves the right to amend or terminate the Plans at any time.

Family Friendly Benefits

Find benefits that support your unique family situation, including fertility assistance, paid new-parent benefits, backup childcare services, free virtual tutoring, and more.

We Invest in Your Future

Enjoy a more secure future with a company-sponsored pension plan for eligible employees and a savings plans with a company match 1 .

Summer Flex Time

Take time for yourself and your loved ones. Enjoy reduced working hours during the summer months.