CVP, Head of Absence Claims - New York Life Group Benefit Solutions


Posting Date: Apr 18, 2024

Location: Pittsburgh, PA, US

Company: New York Life Insurance Co

Location Designation: Hybrid 



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.





This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

For the right candidate, will consider a remote option.


Reporting to the Head of Claims, this position will own the claims operational strategy and execution to bring the New York Life Group Benefit Solutions (NYL GBS) Absence vision (inclusive of STD, paid/unpaid leave, and FML) to life every day.  This individual will be responsible for delivering and enhancing on the claims operational model that fulfills the NYL GBS Absence promise to clients and customers.

The Head of Absence Claims must exhibit strong leadership skills such as the ability to partner, lead, influence, and execute a winning claims strategy based on market needs. 




  • Responsible for leading a 500+ person Absence claims organization, including STD, unpaid/paid leaves (FML, Statutory Leaves, Company Leaves, etc), and ADA.  Owns the operational strategy and model, inclusive of processes and practices, that will deliver to clients and customers.
  • Owner of the Absence customer claims experience; leverages client/customer feedback and monitors industry trends as an input to adjust practices and model to drive improvements.
  • Defines operational metrics and associated staffing models aligned to customer expectations.  Creates dashboards that drive transparency on results and proactively identify business drivers and trends from a thorough analysis of claim data.
  • Creates a culture of service excellence focused on driving strong experiences; engage and empower team members to deliver on this vision. 
  • Execution of operational readiness deployments of claims technology and processes in support of initial rollout and ongoing enhancements.
  • Empowers organization and drives change effectively, ensuring ongoing communication. 
  • Drives scalable processes and maximizes technology; ensure efficiency for internal teams and ensures work is focused on value-added tasks.
  • Builds talent development strategy for the organization; leads, mentors, and coaches team of direct and indirect team members.
  • Performs other duties as assigned.




  • Bachelor’s degree with 8+ years’ experience in a leadership role within Absence/STD claims or equivalent.
  • Proven success leading operational teams that create differentiation in market, a strong employee claims experience, and a customer-centric claims team culture.
  • Strong experience managing, engaging, and leading a high performing team to successful outcomes; experience driving change through large, complex organizations.
  • Future mindset, but willingness to jump in, own work and make meaningful progress in the short term.
  • Demonstrated strong analytical and problem-solving skills; ability to innovate and willingness to test and learn.
  • Proven ability to deliver results.  Established skillset to leverage data and feedback to drive changes and make future recommendations to leadership.


Alternate locations: Chattanooga, TN (Tennessee); Philadelphia, PA (Pennsylvania)


This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

For the right candidate, will consider a remote option.





Salary range: $175,000 - $240,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.


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

Job Requisition ID: 89790






Nearest Major Market: Pittsburgh

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