Team Leader - Voluntary Benefit Claim Operations

Location Designation: Fully Remote 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

GBS

 

 

Role Summary

New York Life Group Benefit Solutions (GBS) has begun a multi-year effort to expand into the Voluntary Benefits (VB) marketplace. We are confident that adding VB products into our comprehensive suite of product offerings will be a true differentiator for customers and claimants alike supporting them during moments that matter. We are seeking talented and capable claims expertise to join our team as we look to establish a new and exciting product with a best-in-class service experience.

 

As a VB Claims Team Leader, you will be responsible for managing a team of VB Claims Managers whose key duties include managing all claims products in the VB portfolio including Hospital Indemnity (HI), Accident (AI) & Critical Illness (CI) 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 and follows needed standards while driving efficiency. As NYL is entering the marketplace, this specific Team Leader will play a crucial role in helping build the initial team.

 

This role aligns closely to NYL’s core values and culture as detailed in Our Leadership Profile. It is expected that this leadership role will embody who we are, how we think, how we work together and how we move forward.  

 

Responsibilities

• Responsible for directly leading a team of VB Claims Managers within the GBS organization including execution and compliance of all products within the VB product offering.
• Fosters a learning culture within the team focused on coaching, regular feedback, accountability and development that energizes their employees.
• Removes obstacles for direct team; works closely with their manager, customers, claimants with an eye on continuous improvement in the service model as well as execution.
• Manage team’s performance and service delivery on multiple products according to all standards. Achieve overall quality review within standard or exceeding.
• Proactively analyzes key metrics reports to ensure consistent team & 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 (e.g., staffing shortages, new business, system implementation, etc.).
• Partners with Account Management, Sales and other internal partners to deliver on service commitments as well as resolve escalated issues.
• Accountable for multi-policy checks to support the integrated product model NYL offers as a service differentiator to customers and claimants alike.
• 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 the team to support business and team goals.
• Partners with VB Claims leadership to develop, motivate, recognize and retain employees.
• Collaborates with peers across other GBS products to share best practices, identify common themes and create an open environment for cross-pollenating optimal methodologies as well as talent.
• Embodies the company’s commitment to high ethical and fair claim standards, corporate compliance, policies & procedures and best practices.
• Demonstrates solid planning and excellent organizational skills with the ability to address short- and long-term goals while prioritizing and addressing ongoing issues.
• Role may also require periodic Business Acceptance Testing (BAT) support as system enhancements are delivered.
• May support retention and profitable growth by assisting in offsite and onsite client visits, conference calls and finalist presentations.
• Performs other duties as assigned.

 

Qualifications

• High School diploma or GED required. BA/BS degree or equivalen