Absence Team Leader

 Job Requisition ID: 91803 

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 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.

Role Overview:

Position Summary: Reporting to the Absence Claims Director, the Absence Team Leader is responsible for managing a team of Absence Managers whose key duties include managing Integrated or Standalone leaves while delivering service excellence to our clients and customers. The Team Leader ensures that their direct team is being developed and supported to achieve established goals, their staff delivers service excellence to customers while following needed standards and driving efficiency.

What You’ll Do:

•  Responsible for directly leading a team of Absence Managers within the Absence claims organization including execution and compliance of the Short-Term Disability, unpaid/paid leaves (FML, Statutory Leaves, Company Leaves, etc.), and/or ADA.
•  Fosters a learning culture within the team focused on coaching, regular feedback, accountability, and development that energizes their employees.
•  Removes roadblocks for direct team; works closely with their manager, the Absence Claims Director on customer, client, and organizational challenges.
•  Manage team's performance and service delivery on multiple products according to published Quality and Compliance standards. Achieve overall quality review (NQIT and TL/SCM reviews) within standard or exceeding.
•  Proactively analyzes key metrics reports to ensure consistent team and network performance. Identify areas of opportunity timely and proactively create plans for continuous improvement.
•  Ensures contingency plans are in place to achieve outcomes when challenges arise, such as staffing shortages, new business, system implementation, etc.
•  Partners with Account Management, Sales, and other internal partners to deliver on service commitments.
•  Accountable for the absence experience tied to dedicated book of clients and customers; willingness and ability to actively participates on client calls as needed.
•  Partners with peers driving consistency across the claims team while always looking for new best practices and innovating to drive a continual enhanced experience.
•  Embraces and drives change effectively, ensuring ongoing communication with direct team; ensures team is prepared to execute as new processes, technology or clients are implemented.
•  Leads, mentors, and coaches team; develops talent succession plans and builds bench strength of talent within team to support business and team goals.
•  Performs other duties as assigned.

What you'll bring:

• HS Diploma or GED required. Bachelor’s degree strongly preferred.
• 5+ years’ experience in Absence industry preferred including strong preference towards candidates with experience managing both disability and leaves.
• Prior experience leading a team of direct reports strongly preferred.
• Must be adept at managing through change.
• Demonstrated problem-solving skills; ability to test and learn to meet client and customer needs.
• Ability to understand, navigate and articulate complex multi-product situations.
• Proven ability to deliver results and act with a sense of urgency.
• Strong strategic and tactical skill set.
• Strong verbal and written communication skills required.
• Encourage candor and openness to support crea