INBOUND MAILROOM MANAGER

Location Designation: Fully Onsite/Essential Employees 

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.

Location and Shift: Due to the nature of the mailroom work, this is a full-time, in-office position Monday through Friday. Candidates should be flexible to work any shift between the hours of 6:45 AM - 5:00 PM.

The Mail and Money Movement group is seeking a manager to lead the Mailroom operations in the Cleveland Service center.  This team is responsible for the inbound and outbound mail for the wide variety of products and services as well as prompt deposit of premium and loan payments. The manager leads a team of 8-15 onsite and remote individuals, and is expected to foster a positive work environment and ensure associate performance is optimized while focusing on employee development.  The frontline manager supports associates on work related issues, client escalations and process exceptions. Finally, the department has a mission to improve our customers’ experience by providing automated processing to create end-to-end solutions that enable scale and reduce risk. We are looking for a team leader who has experience in delivering workflow enhancements and enabling process automation.

Primary Responsibilities:

• In consultation with the designated Officer, develop, implement and monitor work schedules to provide proper staffing of team to guarantee that work is completed accurately and within time standards.
• Delegate work/projects to team members. Provide daily consultations with staff on their assigned work and any complex cases.
• Provide employee guidance and actively participate in the development and mentoring of employees. Actively participate in regular performance reviews and advise employees regarding professional training and career growth.
• Monitor, track, assess and report on daily processing goals, performance guidelines and quality standards up to management.
• Perform quality review checks on work completed by staff members.
• Review management control reports and other work flow tracking tools to ensure that errors/issues are corrected in a timely manner and work is distributed evenly and that each individual staff member is held accountable for his/her work.
• Initiate/recommend procedures to address issues where improvements are needed to assure product is administered correctly while implementing timesaving procedures and maintaining low error rates.
• Work in conjunction with other managers to report production problems, request system corrections, help with system testing and product enhancements, and assure that procedure manuals are updated.
• Work cross site to jointly address process and production issues.
• Monitor on core teams for new products, procedures and systems and share this information with staff members for ongoing training.
• Handle special projects such as Office of General Council / Corporate Compliance requests, new product core team’s participation and additional responsibilities as necessary or assigned by Officers in developing long range unit goals.

Qualifications:

• High School Diploma or GED required; Associates, or Bachelor’s degree preferred
• 2+ years of Management experience in a production oriented environment required; mail room management experience preferred
• Comprehensive knowledge of insurance and investment products, in particular Traditional Life products.  Fixed Products knowledge preferred, services and distribution systems and associated NYL Departments is highly preferred
• Experience in workflow and process automation project is a plus.  Experience in delivering improvement initiatives via Visual Basic for Application (VBA) and Excel macros skills preferred
• FINRA Series 99 (must be obtained within 6 months of hire)
• Accountable, ethical, good decision-making ability
• Strong written and verbal communication skills required
• Good computer skills and ability to multitask
• Excellent leadership and interpersonal skills
• Ability to inspire staff and motivate through direction and guidance
• Ability to plan, develop and implement procedures and policies to meet corporate and departmental goals
• Ability to apply sound judgment and tact in the resolution of administrative, customer service or management problems
• Ability to forecast future needs and recommend policy changes with broad impact over the areas' operations
• Ability to negotiate non-standard solutions and present decisions and recommendations to senior management

Salary range: $55,000-$85,000 

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.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

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 www.NewYorkLife.com.

Job Requisition ID: 88887

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