Location Designation: Remote

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

GBS

Role Summary:

• 
  The LTD Technical Coaching Leader is a key driver for the proficiency of the Group Benefit Solutions (GBS) LTD Claims Organization, including application of fair claims practices to support GBS Claims Objectives. This position is responsible for the development and reinforcement of a culture of quality decisions, promoting end-to-end LTD claim management proficiency, while focusing on ensuring strong customer experiences and instilling technical development as a core discipline into every aspect of the LTD organization. The LTD Technical Coaching Leader will work with key partners to execute LTD components of a GBS quality strategy, lead a team of resources supporting technical development and will allocate those resources to ensure consistent application. This position will be a team player demonstrating a keen interest in building strong peer relationships with other departmental leadership and collaborating cross-function.

Responsibilities:

• 
  Support GBS Claims Objectives, ensuring that claims are accurately and fairly adjudicated according to plan provisions, established best practices and applicable laws and regulations.
• Develop short and long-term strategies, together with other departmental leadership, to define success measures, monitor and promote development of technical skills, ensuring the proper balance of quality and productivity.
• Establish the decision review form used to measure performance, the descriptions of the standards, and the process for execution.
• Monitor and assess trends in LTD quality and audit results, identify opportunities and implement industry-leading best practices to enhance customer experience and improve disability claim management competency.
• Collaborate cross functionally (i.e. Learning and Development, Audit) through feedback loop informing training needs for new and existing staff development based on trends in quality results.
• Partner with Segment Leads to ensure that segment-specific best practices are consistent with applicable policies and procedures and in alignment with strategic business focus.
• Work with LTD leadership to ensure claim performance meets or exceeds quality and compliance standards.
• Lead quality calibration sessions with roles which measure quality, helping to ensure consistent execution of quality process.
• Promote a focus on quality, issue spotting and trends with ready feedback loop with Training team and SCMs supporting new hire onboarding.
• Establish understanding of the quality program and the coaching team’s role in support professional development from new hires through existing employees.
• Define and manage standards for reporting and tracking of defects and their resolution across the entire lifecycle of an LTD claim.
• Track, measure, and report review metrics at different intervals to ascertain operations performance health and identify improvement areas.
• Ensure consistent approach to feedback loop at all levels.
• Ensure consistent execution of strategic and operational initiatives.

Qualifications:

• 
  10+ years of long disability claim management experience preferred
• Prior coaching experience required
• Prior management experience required
• Prior experience managing direct and indirect reports is preferred
• Bachelor’s degree preferred or applicable work experience
• Ability to prioritize critical objectives focusing on high impact components
• Ability to work with high sense of urgency
• Ability to drive change and influence peers and organization
• Demonstrated ability to effectively communicate verbally and in writing at all levels
• Demonstrated mastery of Disability Claims Management, and the functional and technical knowledge and skills to perform the job
• Ability to mentor and coach others to meet or exceed goals successfully
• Strong strategic, analytical, and critical thinking skills
• Disciplined leader with proven ability to measure success against defined criteria and objectives; always strives to exceed expectations
• Strong project management, organization, and change management experience

#LI-LS1

#LI-REMOTE

Salary range: $105,000-$145,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

This position is eligible for health and wellness benefits including but not limited to paid vacation, health care insurance and flexible spending accounts, 401K match, and tuition assistance/student loan repayment program.

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 the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 88287