Absence Team Leader

New York Life • New York, NY

1d • $74,200 - $128,500 • Remote

About The Position

The Absence Team Leader manages a team of Absence Claim Managers responsible for administering Short-Term Disability (STD) and related absence products. Reporting to the Absence Claims Director, this role ensures the team meets established goals and published Quality and Compliance standards while delivering a consistent, high-quality absence and disability claims experience.

The role drives operational excellence through team leadership, coaching, performance management, process improvement, and cross-functional partnership. It oversees Short-Term Disability, statutory leave, and Paid Family Medical Leave processes; monitors performance and quality; addresses escalations; and maintains service commitments for a dedicated book of clients and customers. The Team Leader also supports staff development, organizational change, and continuous improvement across the team and broader organization.

Requirements

• High school diploma or GED required.
• At least 5 years of experience in the Absence/Disability industry required.
• Demonstrated problem-solving skills and a test-and-learn mindset.
• Strong strategic and tactical capabilities.
• Ability to understand, navigate, and explain complex multi-product absence and disability scenarios.
• Proven ability to deliver results with a sense of urgency.
• Strong verbal and written communication skills.
• Ability to encourage candor and foster an open exchange of ideas.
• Ability to disseminate information so staff can fulfill their responsibilities.
• Ability to prioritize critical objectives and focus on high-impact initiatives.
• Ability to manage complex and escalated issues confidently and effectively.
• Comfort operating in changing and often ambiguous environments.

Nice To Haves

• Bachelor’s degree strongly preferred.
• Experience managing both disability and leave products strongly preferred.
• Prior experience leading a team of direct reports strongly preferred.

Responsibilities

• Directly lead a team of Absence Claim Managers within the Absence Claims organization.
• Coach, mentor, and develop team members through feedback, accountability, professional development, and succession planning.
• Remove roadblocks and collaborate with the Absence Claims Director on customer, client, and organizational challenges.
• Communicate and manage change as processes, systems, technology, or clients evolve.
• Ensure execution and compliance of Short-Term Disability, statutory leave, and Paid Family Medical Leave processes.
• Manage team performance and service delivery across multiple products in accordance with published Quality and Compliance standards.
• Achieve overall quality review results within or exceeding standards, including NQIT and TL/SCM reviews.
• Analyze metrics and performance reports to monitor team and network performance.
• Identify performance gaps and create timely action plans for continuous improvement.
• Establish contingency plans to maintain service levels during staffing shortages, new business onboarding, system implementations, and other operational challenges.
• Partner with Account Management, Sales, and internal stakeholders to deliver service commitments.
• Serve as an escalation point for complex and sensitive absence and disability cases.
• Maintain accountability for the claims and absence experience for a dedicated book of clients and customers.
• Participate in client calls and meetings as needed.
• Collaborate with peer leaders to promote consistency, share best practices, and enhance the claims experience.
• Identify process gaps, inefficiencies, and service opportunities and lead root cause analysis and action planning.
• Champion innovation and best practices across the team and broader organization.
• Partner cross-functionally to streamline workflows and improve end-to-end operational effectiveness.

Benefits

• Full package of employee benefits, including leave programs, adoption assistance, and student loan repayment programs.
• Annual discretionary bonus eligibility.
• May be eligible to participate in an incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED