[Hiring] Absence Team Leader @New York Life

Role Description

Reporting to the Absence Claims Director, the Absence Team Leader is responsible for managing a team of Absence Managers whose key duties include administering Short-Term Disability (STD). The Team Leader ensures the team achieves established goals, meets published Quality and Compliance standards, and delivers a consistent, high-quality absence and disability claims experience. This role drives operational excellence through leadership, coaching, performance management, process improvement, and cross-functional partnership.

What You'll Do:

• Team Leadership & Development
  • Directly lead a team of Absence Claim Managers within the Absence Claims organization.
  • Foster a learning culture focused on coaching, accountability, regular feedback, and professional development.
  • Lead, mentor, and coach team members; develop succession plans and build bench strength to support business goals.
  • Remove roadblocks for the team; collaborate closely with the Absence Claims Director on customer, client, and organizational challenges.
  • Manage through change effectively, ensuring clear and ongoing communication as processes, systems, technology, or clients evolve.
• Operational & Quality Management
  • Ensure execution and compliance of Short-Term Disability, Statutory 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 (NQIT and TL/SCM reviews) within or exceeding standards.
  • Proactively analyze key metrics and performance reports to ensure consistent team and network performance.
  • Identify performance gaps and create timely action plans to drive continuous improvement.
  • Establish contingency plans to maintain service levels during staffing shortages, new business onboarding, system implementations, or other operational challenges.
• Client & Business Partnership
  • Partner with Account Management, Sales, and internal stakeholders to deliver on service commitments.
  • Serve as escalation point for complex and sensitive absence and disability cases.
  • Maintain accountability for the claims and absence experience tied to a dedicated book of clients and customers.
  • Participate in client calls and meetings as needed.
  • Collaborate with peer leaders to drive consistency, share best practices, and enhance the overall claims experience.
• Continuous Improvement & Operational Excellence
  • Drive a culture of continuous improvement by identifying process gaps, inefficiencies, and service opportunities.
  • Lead root cause analysis and develop action plans to address performance trends.
  • Champion innovation and best practices across the team and broader organization.
  • Partner cross-functionally to streamline workflows and improve end-to-end operational effectiveness.

Qualifications

• HS Diploma or GED required; Bachelor’s degree strongly preferred.
• 5+ years of experience in the Absence/Disability industry required.
• Strong preference for candidates with experience managing both disability and leave products.
• Prior experience leading a team of direct reports strongly preferred.

Requirements

• Demonstrated problem-solving skills with a test-and-learn mindset.
• Strong strategic and tactical capabilities.
• Ability to understand, navigate, and articulate 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.
• Effective at disseminating information to ensure staff can successfully fulfill their responsibilities.
• Ability to prioritize critical objectives and focus on high-impact initiatives.
• Ability to manage complex and escalated issues confidently and effectively.
• Comfortable operating in changing and often ambiguous environments.

Benefits

• Full package of benefits for employees, including leave programs, adoption assistance, and student loan repayment programs.
• Annual discretionary bonus eligibility.
• Participation in an incentive program.