Absence Team Leader

Location Designation: Fully Remote

Group Benefit Solutions deliverscomprehensive 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 beingthere 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. Click here to learn more about Group Benefits solutions.
Role Overview:

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.

What You'll Bring:
Education & Experience

- 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.

Skills & Competencies

- Demonstrated problem-solving skills with a test-and-learn mindset.

- Strong strategic and tactical ca