GBS Claim Operations Director, AI Solutions & Business Insights

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.

Group Benefit Solutions is committed to delivering outstanding experiences to our customers and employees during the moments that matter most. Our mission depends on a deep understanding of our operations and outcomes, powered by data-driven insights along with fostering a continuous improvement mindset striving to elevate our processes and outcomes. As part of this mission, we seek to expand our capabilities in operational intelligence and strategic analytics to guide the future of claim operations. As our opportunities to grow and refine our execution emerge, we are leaning heavily into the fast-growing capabilities centered around Artificial Intelligence.

Role responsibilities

The Director of AI Solutions & Business Insights will lead a high-impact team focused on unlocking our greatest potential by surfacing actionable intelligence, elevating performance, and supporting decision-making across claim operations by:

• Delivering analytic frameworks that power business reviews, performance conversations, and continuous improvement
• Developing and delivering GenAI capabilities into daily functions where appropriate as informed by strategic insights leveraging enterprise ChatGPT & Microsoft Co-Pilot
• Partnering across Strategy, Product, IT, and Operations to define & monitor KPIs, measure impact, and highlight strategic opportunities
• Providing leadership with actionable insights through trend analysis, predictive modeling, and root cause investigations

Role description

As a key member of the GBS Claim Operations Strategy & Planning leadership team, the Director of AI Solutions & Business Insights will champion a data-informed culture, enabling claim operations leadership to make confident, insight-driven decisions while blending the "human in the loop" AI concepts with service excellence. This role combines strategic thinking with hands-on analytics to optimize outcomes, monitor performance, and identify areas for transformation with creative advanced AI capabilities.

Key responsibilities

• Create & deliver GenAI local assets to be leveraged by a full organization with enterprise license AI tools
• Maintain a backlog of AI use cases that are informed by grassroots innovation discussions with front line staff as well as partnering with GBS IT to ensure accurate & timely delivery of a custom GPT vs. broader Agentic AI strategic solution

• Ensure that Agentic AI solutions consider the potential to incorporate:
  • Goal-oriented behavior interpreting high-level objectives & take initiatives to achieve while adapting to changing conditions
  • Planning & decision-making systems that can reason through multi-step problems, prioritize tasks & choose among various strategies
  • Operate with autonomy making decisions on when & how to act as well as when to stop or seek human intervention
  • Contextual awareness to understand & respond to the environment dynamically while often integrating real-time data & feedback
• Delivery of enterprise-level reporting and analytic tools for Claim Operations
• Partner within the Strategy and Planning teams to identify data needs and deliver insights aligned with our operational goals
• Translate complex data into business narratives and recommendations tailored for executive consumption
• Drive continuous evolution of key performance indicators (KPIs) to reflect emerging strategies, market changes, and process improvements
• Lead cross-functional analytic initiatives, including:

• Time & motion studies assessing current state opportunities ahead of developing future state recommendations alongside key business partners
• Trend analysis and variance detection
• Data quality assessments and integrity checks

• Collaborate closely with leaders across Claims, Service Operations, Reporting and Technology to align data priorities with strategic imperatives
• Guide and mentor a team of insight specialists to develop scalable and repeatable analytic capabilities informing monthly artifacts for Senior Leadership consumption
• Champion the use of BI tools (e.g., Tableau, Power BI, SQL-based platforms) to empower self-service and real-time access to insights
• Perform additional duties as assigned

Qualifications

• 10+ years of experience in Group insurance industry, with strong preference for Claims experience and a track record of building high performing teams
• 5+ years in a strategic role focused on operational efficiency, cost management, and process optimization.
• 5+ years of direct leadership required with Continuous Improvement leadership strongly preferred
• High school diploma required with BA/BS degree or equivalent work experience preferred
• Strong affinity for leveraging self-directed learning in the field of Generative AI with a bias for action as well as test & learn
• Proficiency with data utilization and advanced Excel capabilities
• Strong knowledge of group insurance products (Absence, Disability, Life/AD&D, Life Waiver, Voluntary Benefits) is highly valued.
• Excellent verbal and written communication skills, with the ability to influence without direct authority while able to distill & present complex data into executive-ready insights

Skills and abilities

• Exceptional organizational and prioritization skills, adept at managing multiple priorities effectively
• Strong analytical and creative problem-solving capabilities, informed by data, historical trends, and customer insights
• Proven ability to summarize complex concepts, present cases for change, and articulate ROI for recommendations
• Talent for building trust and fostering positive working relationships across all levels
• Experience with GenAI tools and capabilities aimed at delivering localized process efficiencies while maintaining a growing list of front-line staff concepts for build & deploy
• Strong aptitude for researching and evaluating emerging GenAI capabilities geared at informing process optimization efforts within day-to-day execution

Leadership capabilities critical for success in this role

• Strategic Thinking
• Data-Driven Decision Making
• Innovation
• Leading High Performing Teams
• Cross-Functional Collaboration
• Bias for Action

This role offers the opportunity to drive meaningful improvements and shape the future of GBS Claim Operations.

Pay Transparency

Salary range:$120,000-$150,000

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:92104

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