Date: Jan 17, 2023

Location: Dallas, TX, US

Company: New York Life Insurance Co

Location Designation: Hybrid 



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.




The Manager is responsible for assisting the designated Officer in overseeing, managing and suporting the daily activities of the team. This includes transaction processing and customer support of all Traditional Life policies. The manager must continually monitor and adjust work flow to ensure that all daily processing or other required work is completed efficiently and perform quality checks to ensure accuracy from both departmental and regulatory standpoints. The manager is also accountable for providing support to the SRT Staff by assigning the proper coverage of subject matter experts. The Manager is also responsible for performance evaluations, performance counseling and training of their individual staff members as well as assisting them in their growth and career development. 


The Manager is expected to review procedures and implement changes to procedures as specified by the Corporate Vice President , regulatory or audit authorities.  They will assist in drafting updates to procedures when new products are introduced or system changes are required.  They will resolve issues, such as complaints from policyholders and agents related to all service requests.  They use their knowledge of how related service areas (for example, tax and claims and ownership teams) work together to positively impact the achievement of department and company objectives. They handle high-profile complaint requests and lead project teams associated with the work functions of the team (for example recovery efforts to update company records or to develop new procedures applicable to the work functions that they oversee.


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 efficiently.  Delegate work/projects to team members. Provide daily consultations with staff on their assigned work and any complex cases.
  • Perform daily 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.
  • 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. 
  • 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.
  • Participate on core teams for new products, procedures and systems and share this information with staff members for ongoing training.
  • Handle special projects such as OGC/CCD requests, new product core teams participation and additional responsibilities as necessary or assigned by Officers in developing long range unit goals.



  • Bachelor’s degree preferred; High School Diploma or GED required
  • 2+ years of management experience in production or call center environment
  • Thorough knowledge of administrative systems (AWF, Service Central, BeneStore, RUMBA and Client)
  • Comprehensive knowledge of all Traditional Life Products and OGC protocol for handling exceptions or unusual requests requiring management review
  • Able to communicate objectives, delegate and motivate effectively, promote teamwork and efficient workflow, maintain morale and use good judgment and tact in resolving controversial and problem issues
  • Ability to make sound and timely decisions that anticipate problems
  • Demonstrated success in responding proactively and promptly to a need for operational improvement and change     
  • Effective communication with customers, agents, employees, and officers of the company, to include regular communication with our product system and legal areas with the ability to communicate process improvements                          



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


Job Requisition ID: 88243



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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