Manager, Life Claims Processing 94689

New York Life Insurance•Cleveland, OH

13d•Hybrid

About The Position

For over 175 years, New York Life has kept every promise made to our policyholders and their loved ones—whether to help pay for funeral expenses, send a child to college, or create an inheritance. The Life Claims Processing Manager plays a key role in delivering on these promises by leading a team responsible for processing life claim payments and ensuring a positive, low-effort customer experience for beneficiaries, agents, and policyholders. This role oversees day-to-day execution of line-of-business work requests, drives performance against service targets, and develops talent through coaching and support. Our Claims team has strong synergy across more than 70 Service Professionals located in New York, Dallas, and Cleveland. This position follows a hybrid schedule requiring in-office work Tuesday and Thursday, with remote work Mondays, Wednesdays, and Fridays.

Requirements

3+ years of relevant experience in claims handling and/or people leadership (coaching, development, performance management)
Demonstrated ability to lead and develop teams, including ongoing feedback, recognition, and corrective action when needed
Strong understanding of life products and key features of plan types and various riders and their impact on claims processing
Proven ability to manage workflow and deliver against targets, standards, and deadlines in an operations environment
Excellent communication and relationship management skills, including conflict resolution and collaboration across functions
Strong problem-solving and judgment, including attention to detail and comfort operating within established controls
This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Nice To Haves

Bachelor’s degree
Experience using New York Life administration systems
Working knowledge of Service partner teams (e.g., Relationship Management, Advanced Service, Onboarding, Retention, Correspondence)
Experience presenting or driving strategic initiatives and generating buy-in at multiple organizational levels

Responsibilities

Lead and develop a team of 8–10 service professionals through regular 1:1 coaching, performance management, and team meetings to improve quality, accuracy, and customer outcomes.
Drive a positive, low-effort customer experience by reinforcing service standards, removing barriers, and ensuring timely, accurate processing of life claim payments.
Manage execution and workflow for line-of-business work requests, monitoring targets, standards, and deadlines and ensuring team accountability to deliverables.
Partner with HR on hiring by supporting recruiting strategy, reviewing resumes, interviewing candidates, and participating in offer decisions to build and retain strong talent.
Exercise payment review authority (Delegation of Authority up to $3M) by reviewing and approving claim payments in alignment with policy, controls, and risk standards.