Long Term Disability Team Leader

New York Life Insurance Co•Remote, any

8d•$77,200 - $128,700•Remote

About The Position

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. The LTD Team Leader is a key contributor to the overall claims organization; mission, strategy and annual plan. This position will manage a team of 8-10 Claim Managers. The Team Leader ensures that their team is achieving operational goals by monitoring all aspects of inventory within their team and actively coaching their direct reports to optimize performance, champion quality, and uphold fair claim practices.

Requirements

Prior direct supervisor or management experience required
Ability to work with high sense of urgency
Strong verbal and written communication skills required
Maintain professionalism and flexibility despite conflicting demands
Strong acumen for customer needs; solid understanding of financial principles of business
Strong strategic and tactical skill set
Ability to prioritize critical objectives focusing on high impact activities
Demonstrate a mastery of Disability Claims Management, and the functional and technical knowledge and skills to perform the job
Demonstrate the ability to meet or exceed goals. Motivates staff towards desired outcomes
Ability to communicate clearly and succinctly with all levels of the organization. Encourage candor and openness to foster creativity and an exchange of ideas
Effective at disseminating information for staff to successfully fulfill their duties and responsibilities
Ability to manage complex and escalated issues with confidence and results
Able to adapt to changing and often ambiguous circumstances

Nice To Haves

5+ years of long-term disability claim management experience preferred
Bachelor degree preferred or applicable work experience

Responsibilities

Fosters a learning culture within the team focused on coaching, regular feedback, accountability, and development that energizes their employees.
Recognize and reinforce behaviors that support learning, experimentation, and incremental innovation.
Demonstrates ownership of their claim inventory through proactive management and produces consistent high-quality results.
Provide transparent communication so our teams can make informed decisions.
Empower decision-making at the right level while promoting accountability and ownership of outcomes.
Works closely with claim managers by scheduling and participating in case plan sessions and attending their team’s daily medical review sessions.
Utilize and proactively assess dashboard vs. various metrics reports to ensure consistent team and team performance.
Leverage AI-enabled tools and enterprise technologies (e.g., Co-pilot, ChatGPT, Tableau, PowerBI) to enhance decision-making, identify trends, improve claim quality, and drive operational efficiency.
Develop high performing team by providing growth opportunities, coaching and candid feedback to help others continue to learn and grow.
Champion adoption and responsible use of AI and digital tools within the team, encouraging innovation, automation opportunities, and data-driven performance management.
Works closely with LTD Director on customer, client, and organizational challenges.
Maintain Enterprise Mindset by acting in best interest of the entire company.
Manages team's claim performance according to published Quality and Compliance standards.
Ensure team alignment with established digital tools, standardized reporting, and AI supported best practices to achieve quality and compliance objectives.
Develop high-performing teams focused on continuous improvement and world-class experience by striving for excellence, not perfection, and learning from our missteps.
Partners with Director of LTD Operations and peer group to ensure contingency plans are in place to achieve outcomes when challenges arise, such as staffing shortages, new business, system implementation, etc.
Deliver excellent end-to-end customer experiences by embracing external and internal best practices, emerging technologies, and AI-enabled solutions to continuously improve claim management effectiveness and operational performance.
Partners with Account Management, Sales, and Director of Client Solutions to attend client visits/finalist presentations and responses to claim investigations / resolutions as needed.