Senior Associate, Absence Subject Matter Expert (SME), Complex Implementations

 

Location Designation: Fully Remote 

 

 

Role Overview:

The Absence Subject Matter Expert (SME), Complex Implementations, provides advanced subject matter expertise to support complex new business and in-force absence implementations. This role partners closely with the Implementation Manager to ensure thorough discovery, accurate translation of client requirements, and effective implementation of absence and leave solutions aligned with New York Life’s administrative capabilities.

The SME serves as a senior technical resource for complex absence implementations, including FMLA, PFML, ADA, state-mandated programs, company leave policies, and integrated disability/leave solutions. The role focuses on operational design, compliance alignment, and high-quality execution to support successful go-live and client satisfaction.

 

What You'll Do:

Strategic Client Advisory & Discovery

 

• Lead detailed absence discovery sessions for complex implementations in partnership with the Implementation Manager.
• Document current-state absence practices, workflows, vendor relationships, and operational challenges.
• Conduct comprehensive requirements gathering across FMLA, state PFML, ADA, company leave policies, and integrated disability programs.
• Translate client needs into clear, structured business and system requirements.
• Educate clients on NYL’s administrative model, case management approach, compliance framework, and service model.
• Provide guidance on best practices aligned to NYL’s established absence administration framework.
• Participate in finalist presentations as a subject matter contributor.

 

Implementation Design & Execution

 

• Serve as the absence subject matter resource during complex implementations (typically 1,000+ lives).
• Collaborate with Configuration, Leave Operations, Claims, Data Exchange, Premium Administration, Contracts, and Enrollment teams to support accurate system setup.
• Develop and validate business requirement documents, process flows, case setup specifications, and leave policy rules.
• Support customization of communications, eligibility rules, file feeds, pay rules, and administrative services agreements.
• Identify implementation risks and escalate appropriately to the Implementation Manager and leadership.
• Provide technical guidance regarding file feed requirements, HRIS integrations, case configurations, and downstream system considerations.
• Support merger & acquisition implementations and complex in-force modifications involving absence programs.

 

Governance, Risk & Quality Support

 

• Proactively identify potential gaps or inconsistencies during implementation and recommend solutions.
• Validate compliance alignment with federal and state leave regulations within established NYL standards.
• Support go-live readiness validation and operational sign-off processes.
• Ensure completeness and accuracy of absence-related data elements for internal setup teams.

 

Client & Stakeholder Engagement

 

• Serve as primary absence subject matter contact for clients, brokers, TPAs, and internal partners during implementation.
• Facilitate cross-functional discussions to ensure clarity of roles, deliverables, and timelines.
• Support development of client-facing absence education materials and documentation.
• Communicate complex absence concepts clearly to both internal and external stakeholders.

 

Leadership & Continuous Improvement

 

• Provide informal guidance and mentorship to implementation team members.
• Support resolution of complex absence questions during implementation.
• Participate in cross-functional process improvement initiatives.
• Contribute to development of documentation templates, workflows, and implementation best practices.
• Educate internal teams on absence administration guidelines and compliance requirements.

 

What You'll Bring:<