Director, Client Services - Claim Operations (Group Disability)
Job Description
Location Designation: Fully Remote
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. Click here to learn more about Group Benefits solutions.
Role Overview:
The Director of Client Services plays a critical leadership role within our Group Disability Claim Operations. This individual is responsible for overseeing the service experience for employer accounts, ensuring operational excellence, and building trusted relationships with clients. The Director will lead a team of 15-20 professionals, with two direct reports, to deliver responsive, high-quality service that strengthens client partnerships and drives organizational success.
What You'll Do:
* Client Service Leadership: Serve as the primary point of escalation for employer accounts and brokers, ensuring timely, accurate, and empathetic service delivery that aligns with organizational standards.
* Team Management: Provide leadership and direction for a team of 15-20 employees, including two direct report managers, with the potential for team growth. Foster a culture of accountability, collaboration, and continuous improvement.
* Operational Excellence: Partner with Claims Operations leadership to drive process efficiency, consistency, and adherence to regulatory requirements while maintaining a strong client focus.
* Project Leadership: Lead cross-functional projects that drive operational excellence, improve service delivery, and support strategic business priorities.
* Strategic Partnership: Collaborate with and build strong relationships with internal stakeholders (e.g., Claims, Sales, Underwriting, and Product) to support employer account retention and growth initiatives.
* Coaching & Development: Mentor team members and direct reports, focusing on professional growth, performance management, and leadership development.
* Insights & Reporting: Monitor service performance metrics, analyze trends, and provide insights that inform decision-making and enhance the client experience.
* Establish a culture of service excellence and people-first leadership by recognizing achievements, celebrating wins, and ensuring the team is engaged and aligned with company values.
* Drive strategies that reduce burnout, improve work-life balance, and enhance employee well-being within the claim's organization.
* Foster open communication and collaboration across teams, encouraging innovative thinking and shared ownership of outcomes.
What You'll Bring:
* Bachelor's degree required; advanced degree or professional designation preferred.
* 8+ years of experience in client services, claims, or operations within the insurance or group benefits industry.
* Demonstrated experience leading teams of 15+ employees, including direct leadership of people leaders and building high-performing teams.
* Experience developing client and broker relationships within the insurance industry.
* Strong knowledge of disability and absence management products, claims processes, and employer account servicing.
* Exceptional communication and relationship management skills, with the ability to influence and collaborate across functions.
* Proven ability to drive operational improvements/efficiencies while maintaining a client-centric focus.
* Strategic thinker who can balance long-term vision with day-to-day execution.
* Inspirational leader who fosters engagement, inclusion, and professional development.
* Data-informed decision-maker who is comfortable with performance metrics and continuous improvement.
* Client advocate who anticipates needs, builds trust, and delivers solutions.
#LI - EM1
#LI - REMOTE
Pay Transparency
Salary range:$130,000 - $180,000
Overtime eligible:Exempt
Discretionary bonus eligible:Yes
Sales bonus eligible:No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID:92595
#GBS
Location Designation: Fully Remote
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. Click here to learn more about Group Benefits solutions.
Role Overview:
The Director of Client Services plays a critical leadership role within our Group Disability Claim Operations. This individual is responsible for overseeing the service experience for employer accounts, ensuring operational excellence, and building trusted relationships with clients. The Director will lead a team of 15-20 professionals, with two direct reports, to deliver responsive, high-quality service that strengthens client partnerships and drives organizational success.
What You'll Do:
* Client Service Leadership: Serve as the primary point of escalation for employer accounts and brokers, ensuring timely, accurate, and empathetic service delivery that aligns with organizational standards.
* Team Management: Provide leadership and direction for a team of 15-20 employees, including two direct report managers, with the potential for team growth. Foster a culture of accountability, collaboration, and continuous improvement.
* Operational Excellence: Partner with Claims Operations leadership to drive process efficiency, consistency, and adherence to regulatory requirements while maintaining a strong client focus.
* Project Leadership: Lead cross-functional projects that drive operational excellence, improve service delivery, and support strategic business priorities.
* Strategic Partnership: Collaborate with and build strong relationships with internal stakeholders (e.g., Claims, Sales, Underwriting, and Product) to support employer account retention and growth initiatives.
* Coaching & Development: Mentor team members and direct reports, focusing on professional growth, performance management, and leadership development.
* Insights & Reporting: Monitor service performance metrics, analyze trends, and provide insights that inform decision-making and enhance the client experience.
* Establish a culture of service excellence and people-first leadership by recognizing achievements, celebrating wins, and ensuring the team is engaged and aligned with company values.
* Drive strategies that reduce burnout, improve work-life balance, and enhance employee well-being within the claim's organization.
* Foster open communication and collaboration across teams, encouraging innovative thinking and shared ownership of outcomes.
What You'll Bring:
* Bachelor's degree required; advanced degree or professional designation preferred.
* 8+ years of experience in client services, claims, or operations within the insurance or group benefits industry.
* Demonstrated experience leading teams of 15+ employees, including direct leadership of people leaders and building high-performing teams.
* Experience developing client and broker relationships within the insurance industry.
* Strong knowledge of disability and absence management products, claims processes, and employer account servicing.
* Exceptional communication and relationship management skills, with the ability to influence and collaborate across functions.
* Proven ability to drive operational improvements/efficiencies while maintaining a client-centric focus.
* Strategic thinker who can balance long-term vision with day-to-day execution.
* Inspirational leader who fosters engagement, inclusion, and professional development.
* Data-informed decision-maker who is comfortable with performance metrics and continuous improvement.
* Client advocate who anticipates needs, builds trust, and delivers solutions.
#LI - EM1
#LI - REMOTE
Pay Transparency
Salary range:$130,000 - $180,000
Overtime eligible:Exempt
Discretionary bonus eligible:Yes
Sales bonus eligible:No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID:92595
#GBS
About New York Life Insurance Company
New York Life Insurance Company is the third-largest life insurance company in the United States, the largest mutual life insurance company in the United States and is ranked #67 on the 2021 Fortune 500 list of the largest United States corporations by total revenue.
At the heart of New York Life is a commitment to be there for our customers when they need us—whether today or decades into the future. We have delivered on that promise for over 175 years by investing wisely, growing a portfolio of strategic businesses, and remaining true to our mission as a mutual company, accountable only to our customers, not to outside investors. For our customers, that means having the confidence that comes with knowing they can build a better future for themselves and those they love.
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