Sr. Claims Consultant-Reporting Leave & Disability

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against:
We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work.

Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

The Sr. Claims Consultant Reporting
- Leave & Disability is responsible for delivering operational insights that drive performance, quality, and service excellence across the Leave & Disability organization. In this role, you will create new and ad hoc reporting, review current reporting to ensure accuracy, identify trends, evaluate operational effectiveness, and recommend data-driven solutions that improve claim effectiveness and customer experience. This role partners closely with Reporting, Operations Leadership, Quality, and Workforce Management to influence change and drive operational improvement.

• Develop and maintain daily, weekly, monthly, and quarterly operational reporting packages.
• Analyze performance metrics to identify emerging trends, risks, opportunities, and operational gaps.
• Create executive-ready dashboards, scorecards, and presentations that communicate business performance and recommended actions.
• Produce recurring and ad hoc analyses to support leadership decision-making.

• Partner with the Quality team to review audit findings, quality trends, and root cause analyses.
• Identify recurring quality defects and operational opportunities through data evaluation.
• Recommend corrective actions, training opportunities, process improvements, and monitoring strategies to improve performance.
• Measure the effectiveness of action plans and provide ongoing reporting on improvement outcomes.

• Partner with Workforce Management to analyze staffing, capacity, productivity, and workload trends.
• Review daily, weekly, and monthly workforce performance metrics and identify operational impacts.
• Provide recommendations regarding workload balancing, capacity planning, and operational readiness activities.
• Support forecasting and performance planning initiatives through analytical modeling and trend analysis.

• Lead quarterly timing and work measurement studies to evaluate operational processes and service delivery models.
• Analyze findings to determine process efficiencies, workload impacts, and resource requirements.
• Ensure communication plans, implementation schedules, and leadership expectations are clearly established and tracked.
• Follow up with operational leaders regarding completion of required activities and implementation of agreed-upon actions.
• Develop recommendations for updates to staffing models, operational processes, workflows, and service standards based on study results.