Manager, In-Force Service Call Center 93472

Location Designation: Hybrid - 2 days per week 

*** We will consider qualified applicants located within a reasonable commuting distance of our offices in Cleveland, Dallas, Tampa, or New York City. 

Role Overview:

New York Life Service Operation provides In-Force customer service to more than 12,000 agents and 3.5 million clients for life insurance and annuities sold through our agent distribution channel.  Responsible for more than 30 million touch points with customers each year through different service channels including phone, written correspondence, online, through Interactive Voice Response (IVR) system and more. 

We are seeking a dynamic and forward-thinking leader to join our team as an In-Force Service Manager. If you enjoy leading by example, motivating and developing others, and coaching customer service professionals to provide outstanding service, this opportunity is for you!

What You’ll Do:

• Take ownership of the team’s performance, continuously driving improvement.
• Lead, coach, and empower a team of Customer Service Representatives to deliver high-quality service with minimal effort.
• Encourage employees to question the status quo, seek mutually beneficial solutions, and suggest improvements.
• Resolve escalated customer situations with full ownership.
• Lead, coach and develop team by monitoring performance for desired results, coaching and providing feedback to individual team members.
• Identify performance detractors, training needs, develop and deliver documented plans to achieve and exceed goals.
• Conduct regular coaching conversations to evaluate employee performance and apply applicable disciplinary actions as necessary.

• Collaborate with other leaders to enhance service, reduce waste, and boost team morale and engagement.
• Demonstrate flexibility and reliability in adapting to schedule changes and partnering with the team to consistently meet business needs.
• Inspire and influence through authentic leadership—remaining accessible, amplifying strengths, and consistently modeling excellence.
• Participate in core teams for new projects and additional responsibilities as needed.

What You’ll Bring:

Required Skills:

• Demonstrated success in creating exceptional customer experiences and providing inspirational leadership.
• FINRA Series 6 or 7 REQUIRED and Obtain FINRA Series 26 or 24 within 1 year.
• Minimum of 3 to 5 years management experience in a customer service environment.
• Excellent verbal, written, and listening skills.
• Strong organizational skills with the ability to multitask.
• High Emotional IQ and strong interpersonal skills.
• Ability to de-escalate challenging situations and reach mutually agreeable resolutions.
• Strong technical and analytical skills, including experience with reporting data.
• Proficient in Word, Excel, PowerPoint, website navigation, and data entry.

Preferred Skills:

• Bachelor’s degree in finance or business preferred or minimum

Pay Transparency

Salary Range: $73,000-$104,000 

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 Associated Person pre-hire fingerprinting.

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 Commitment to Inclusion

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. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. 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. Click here to learn more about New York Life’s leadership in this space.​

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. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

​Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Job Requisition ID: 93472