Manager, Claims Processing

Location Designation:
Hybrid - 2 days per week

For over 175 years, New York Life has kept every promise made to our policyholders and their loved ones—whether to help pay for funeral expenses, send a child to college, or create an inheritance. The Life Claims Processing Manager plays a key role in delivering on these promises by leading a team responsible for processing life claim payments and ensuring a positive, low-effort customer experience for beneficiaries, agents, and policyholders.

This role oversees day-to-day execution of line-of-business work requests, drives performance against service targets, and develops talent through coaching and support.

Our Claims team has strong synergy across more than 70 Service Professionals located in New York, Dallas, and Cleveland. This position follows a hybrid schedule requiring in-office work Tuesday and Thursday, with remote work Mondays, Wednesdays, and Fridays.

• Lead and develop a team of 8–10 service professionals through regular 1:1 coaching, performance management, and team meetings to improve quality, accuracy, and customer outcomes.
• Drive a positive, low-effort customer experience by reinforcing service standards, removing barriers, and ensuring timely, accurate processing of life claim payments.
• Manage execution and workflow for line-of-business work requests, monitoring targets, standards, and deadlines and ensuring team accountability to deliverables.
• Partner with HR on hiring by supporting recruiting strategy, reviewing resumes, interviewing candidates, and participating in offer decisions to build and retain strong talent.
• Exercise payment review authority (Delegation of Authority up to $3M) by reviewing and approving claim payments in alignment with policy, controls, and risk standards.

You bring a strong blend of claims/operations knowledge and people leadership. You’re comfortable setting clear expectations, coaching for performance, and delivering results through others. You communicate clearly and confidently, build trusted relationships across teams, and use sound judgment to solve problems, manage risk, and keep work moving forward.

• 3+ years of relevant experience in claims handling and/or people leadership (coaching, development, performance management)
• Demonstrated ability to lead and develop teams, including ongoing feedback, recognition, and corrective action when needed
• Strong understanding of life products and key features of plan types and various riders and their impact on claims processing
• Proven ability to manage workflow and deliver against targets, standards, and deadlines in an operations environment
• Excellent communication and relationship management skills, including conflict resolution and collaboration across functions
• Strong problem-solving and judgment, including attention to detail and comfort operating within established controls

• Bachelor’s degree
• Experience using New York Life administration systems
• Working knowledge of Service partner teams (e.g., Relationship Management, Advanced Service, Onboarding, Retention, Correspondence)
• Experience presenting or driving strategic initiatives and generating buy-in at multiple organizational levels

Salary Range: $75,000-$105,000

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.

Please note:

This role requires FINRA licensed and/or FINRA…