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

Summary:

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.

Key Responsibilities:

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.

Qualifications:

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