GBS Claim Operations Director, AI Solutions & Business Insights

 

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.

 

Group Benefit Solutions is committed to delivering outstanding experiences to our customers and employees during the moments that matter most. Our mission depends on a deep understanding of our operations and outcomes, powered by data-driven insights along with fostering a continuous improvement mindset striving to elevate our processes and outcomes. As part of this mission, we seek to expand our capabilities in operational intelligence and strategic analytics to guide the future of claim operations. As our opportunities to grow and refine our execution emerge, we are leaning heavily into the fast-growing capabilities centered around Artificial Intelligence.

 

Role responsibilities

The Director of AI Solutions & Business Insights will lead a high-impact team focused on unlocking our greatest potential by surfacing actionable intelligence, elevating performance, and supporting decision-making across claim operations by:

• Delivering analytic frameworks that power business reviews, performance conversations, and continuous improvement
• Developing and delivering GenAI capabilities into daily functions where appropriate as informed by strategic insights leveraging enterprise ChatGPT & Microsoft Co-Pilot
• Partnering across Strategy, Product, IT, and Operations to define & monitor KPIs, measure impact, and highlight strategic opportunities
• Providing leadership with actionable insights through trend analysis, predictive modeling, and root cause investigations

 

Role description

As a key member of the GBS Claim Operations Strategy & Planning leadership team, the Director of AI Solutions & Business Insights will champion a data-informed culture, enabling claim operations leadership to make confident, insight-driven decisions while blending the “human in the loop” AI concepts with service excellence. This role combines strategic thinking with hands-on analytics to optimize outcomes, monitor performance, and identify areas for transformation with creative advanced AI capabilities.

 

 

Key responsibilities

• Create & deliver GenAI local assets to be leveraged by a full organization with enterprise license AI tools
• Maintain a backlog of AI use cases that are informed by grassroots innovation discussions with front line staff as well as partnering with GBS IT to ensure accurate & timely delivery of a custom GPT vs. broader Agentic AI strategic solution

 

• Ensure that Agentic AI solutions consider the potential to incorporate:
  • Goal-oriented behavior interpreting high-level objectives & take initiatives to achieve while adapting to changing conditions
  • Planning & decision-making systems that can reason through multi-step problems, prioritize tasks & choose among various strategies
  • Operate with autonomy making decisions on when & how to act as well as when to stop or seek human intervention
  • Contextual awareness to understand & respond to the environment dynamically while often integrating real-time data & feedback
• Delivery of enterprise-level reporting and analytic tools for Claim Operations
• Partner within the Strategy and Planning teams to identify data needs and deliver insights aligned with our operational goals
• Translate complex data into business narratives and recommendations tailored for executive consumption
• Drive continuous evolution of key performance indicators (KPIs) to reflect emerging strategies, market changes, and process improvements
• Lead cross-functional analytic initiatives, in