GBS Claim Operations Director, Strategic Initiatives

 Job Requisition ID: 91434 

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:

 

Group Benefit Solutions is dedicated to delivering exceptional experiences for our customers and employees in the moments that matter. To achieve this, we foster a continuous improvement mindset and strive to elevate our processes and outcomes. A key part of this mission is the optimization of our claims operating model, supported by process improvements, technology advancements, and strategic partnerships.

 

What You’ll Do:

 

The Director of Strategic Initiatives will lead efforts to enhance operational efficiency, reduce variation, and sustain a human-centric approach by:

• Overseeing the delivery of a portfolio of strategic initiatives focused on claims optimization.
• Collaborating with business partners to deploy and sustain operational improvements that drive executional excellence.
• Conducting market scans, capability evaluations, and partnership assessments to recommend optimal business and technology solutions.

As a vital member of the GBS Claim Operations team, the Director of Strategic Initiatives will work closely with leadership to advance execution models through competitive insights, innovative solutions, and strategic partnerships. This role is responsible for driving efficiency, improving processes, and aligning recommendations with a commitment to operational excellence and profitability.

• Partner with Strategy and Planning teams to understand insights, manage change, and address operational challenges by recommending innovative solutions.
• Collaborate cross-functionally with Strategy, Product, Service Operations, IT, and BPO teams to inform and implement creative strategies.
• Maintain and evolve a strategic roadmap to drive Claim Operations' executional excellence.
• Oversee and document strategic initiatives, including:
  • Project charters outlining scope and scale.
  • Cost-benefit analyses (CBA) with estimated impacts.
  • Capability assessments for informed recommendations.
• Monitor and assess external vendor capabilities to support RFI/RFP processes.
• Work closely with leadership to align current performance with future-state vision, providing research and insights.
• Lead and support a team of 4-5 Sustainability Leads, ensuring consistent and effective execution of continuous improvement routines.
• Adhere to the RAPID decision-making model to promote clarity, efficiency, and effective communication.
• Perform additional duties as assigned.

 

What you'll bring:

 

• 10+ years of experience in Group insurance industry, with strong preference for Claims experience.
• 5+ years in a strategic role focused on operational efficiency, cost management, and process optimization.
• 5+ years of direct leadership required with Continuous Improvement leadership strongly preferred
• High school diploma required with BA/BS degree or equivalent work experience preferred
• Strong knowledge of group insurance products (Absence, Disability, Life/AD&D, Life Waiver, Voluntary Benefits) is highly valued.
• Excellent verbal and written communication skills, with the ability to influence without direct authority.