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About the Role

The Absence Subject Matter Expert (SME), Complex Implementations, serves as the strategic and technical authority for absence and leave solutions during highly complex new business and in-force implementations. This role partners closely with the Senior Implementation Manager to deliver a seamless onboarding experience while ensuring early, high-quality discovery, accurate translation of business requirements, and strong alignment between client expectations and New York Life’s administrative capabilities.

Responsibilities

Lead early-phase discovery for complex absence implementations.
Document clients’ current-state absence practices, workflows, vendor relationships, and pain points.
Conduct comprehensive requirements gathering across FMLA, state PFML, ADA, company leaves, and integrated disability programs.
Translate ambiguous or highly customized client needs into structured, actionable implementation requirements.
Educate clients on NYL’s administrative model, case management approach, compliance framework, and service expectations.
Guide clients through best practices and operational transformation aligned to NYL capabilities.
Participate in finalist presentations to represent NYL’s absence strategy and implementation strengths.
Serve as the absence design authority during implementation for clients typically 1,000+ lives.
Collaborate with Configuration, Leave Operations, Claims, Data Exchange, Premium Administration, Contracts, and Enrollment teams to ensure accurate system setup.
Develop and validate business requirement documents, process flows, case setup specifications, and leave policy rules.
Ensure accurate customization of communications, eligibility rules, file feeds, pay rules, and administrative services agreements.
Identify risks, gaps, red flags, and process dependencies early in onboarding and proactively implement mitigation strategies.
Provide expert guidance on file feed requirements, HRIS integrations, case management configurations, and downstream system impacts.
Partner with Electronic Interface Specialists and data teams to validate eligibility structures and integration readiness.
Support merger & acquisition implementations and complex in-force modifications involving absence programs.
Anticipate implementation risks before they emerge and escalate appropriately.
Ensure integrity and timeliness of all absence-related data elements provided to internal setup units.
Validate compliance alignment with federal and state leave regulations.
Assist IM to ensure readiness for go-live through structured validation and operational sign-off processes in regards to absence.
Serve as primary absence subject matter authority for clients, brokers, TPAs, and internal stakeholders during complex absence implementations.
Participate with the IM to facilitate expert team meetings to align internal stakeholders on responsibilities and deliverables.
Support the IM for deliver client-facing absence education materials, process documentation, and system demonstrations when needed.
Incorporate Voice of Customer insights to enhance client experience and future implementation practices.
Act as dedicated mentor and functional leader for absence.
Serve as escalation resource for complex absence implementations.
Lead or participate in cross-functional process improvement initiatives.
Develop standardized best practices, documentation templates, and workflow enhancements.
Educate internal teams on absence guidelines, compliance requirements, and implementation best practices.
Contribute to strategic initiatives that enhance NYL’s absence implementation model and market differentiation.

Requirements

7+ years of experience in absence management, disability, or leave administration (FMLA, state-mandated leaves, ADA, company policies).
Deep expertise in vendor-based and carrier-based absence administration models.
Experience leading complex client implementations or consulting engagements.
Demonstrated ability to anticipate risks and translate ambiguous information into structured requirements.
Strong knowledge of HRIS platforms, case management systems, integrations, file feeds, pay rules, and compliance frameworks.
Proven ability to create detailed process flows, business requirement documentation, and client-facing education materials.
Strong communication, facilitation, and stakeholder management skills.
Demonstrated success managing large, multi-location or national clients (1,000+ lives; 5,000+ preferred).
Mastery of federal and state leave regulations and integrated disability programs.
Excellent organizational skills with ability to manage multiple complex implementations concurrently.
Bachelor’s degree preferred.
Strategic consulting mindset with ability to influence operational transformation.
Strong negotiation skills and ability to gain alignment across diverse stakeholders.
High level of organizational agility within matrixed environments.
Growth mindset and commitment to continuous improvement.
Ability to travel up to 25%.

Skills

Absence management
Disability
Leave administration
FMLA
State-mandated leaves
ADA
Company policies
Vendor-based absence administration
Carrier-based absence administration
Client implementations
Consulting
Risk anticipation
Requirements translation
HRIS platforms
Case management systems
Integrations
File feeds
Pay rules
Compliance frameworks
Process flows
Business requirement documentation
Client-facing education materials
Communication
Facilitation
Stakeholder management
Federal leave regulations
State leave regulations
Integrated disability programs
Organizational skills
Strategic consulting
Negotiation
Organizational agility
Growth mindset
Continuous improvement

Location

Fully Remote

Work Type

Fully Remote

Experience Level

7+ years of experience

Education Level

Bachelor’s degree preferred

Salary/Compensations

$85,000-$115,000

Benefits

Leave programs
Adoption assistance
Student loan repayment programs

About the Company

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-size and large companies.
At New York Life, our 180-year legacy of purpose and integrity fuels our future.
We are evolving into a more technology-, data-, and AI-enabled organization, grounded in values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities.
We offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter.
As a Fortune 100 mutual company, we operate in the best interests of our policy owners.

Equal Opportunity

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities.
We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together.
By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.
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.