Operations Manager


Date: Jan 5, 2023

Location: New York, NY, 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 New York Life Business Solutions Department (BSD) is responsible for serving the small business market. Through New York Life’s career agents, we provide employee benefits products, strategies for business owners to protect their businesses, as well as individual insurance and retirement products. Within the Business Solutions Department, the Operational Excellence team is responsible for ensuring day to day operations are centered around developing a better integrated and more efficient agent and client experience while working closely with Product and Sales Enablement to provide an improved experience. The team also supports technology initiatives within the department and ensures the business operates in alignment with Corporate Compliance policies. 


As part of the Operational Excellence team, the Operations Manager will be responsible for managing the day-to-day operations and reporting key metrics.  This role will work closely with the Advanced Business Solutions Sales team (ABS) managing field support to New York Life’s distribution partners, including Business Solutions Consultants and Internal Sales Consultants.  


The Manager will be responsible for internal operations, procedures and controls while ensuring an exceptional agent and client experience.  The role includes providing subject matter expertise for key process and strategic objective.  The position is highly collaborative requiring regular communication with internal and external business partners in the servicing of Group Employee Benefits products (Group Term Life, Short-Term Disability and Long-Term Disability) and Individual Life products sold at the Workplace via payroll deductions (Employee’s Whole Life & NYL-A-Plan).  Furthermore, the manager will partner with Strategy, Product, Finance, ABS and Data leaders on the delivery of various business initiatives and ad hoc projects. 


The Manager will also be responsible for ensuring day to day system functionality and maintenance.  The manager will lead system enhancements, testing and change management efforts for the Online Billing Portal, EASE Online Enrollment Tool, DocuSign and Benefix Online Quote Tool. The role includes business analysis, project management, reporting and ensuring operations and systems are running efficiently. 

Principal Duties and Responsibilities:
•    Manage and prioritize daily Operations workload for the Business Solutions Inbox, ensuring adherence to procedures, compliance and agreed upon service levels (SLA’s)
•    Responsible for Operations data integrity and reporting, including Quality Assurance reviews of internal small group quote processing, group policy reconciliations and commission reviews, utilizing Salesforce, FullScope and SharePoint databases 
•    Responsible for procedure documentation, ensuring continuous improvement updates and maintenance
•    Handle escalations and production issues, utilizing subject matter expertise to resolve complex problems with cross-functional impact 
•    Manage the forms process ensuring over 100 servicing forms receive proper approval following version control standards
•    Recommend continuous improvements within the operations service model, continuously improving the agent and client experience and recommending best practices
•    Lead change management efforts to ensure project and tech improvements/enhancements are moved to production and fully operationalized
•    Support Chief Operations Officer with Compliance, Operations, Vendor Management and Technology initiatives, including senior management reporting, cross functional projects, quality reviews, and developing executive level presentations while adhering to strict timelines  
•    Independently lead and execute ad hoc complex projects, including collaborating with external TPA’s, Business Solutions Service Team (BSST) and Group Benefits Solutions (GBS) partners, integrating processes across product lines for an improved client/agent experience 
•    Demonstrate a strong understanding of New York Life’s BSD products, by identifying and implementing process improvements, maintaining workflow processes, policies, and procedures, and creating documentation for internal and external business partners
•    Troubleshoot, remediate, and report daily operations and system production issues with vendors and internal systems, while also identifying areas for improvements
•    Provide service support to Operations team for high volume periods and as back-up for team members
•    Manage consultant’s and/or interns, especially during peak volume, when applicable


Job Specifications
•    Associates, or Bachelor’s degree required
•    5-8 years’ experience working within the Life Insurance/Financial Service industry preferred
•    Experience working with agents required
•    Effective interpersonal skills with a service minded team attitude
•    Demonstrated analytical skills, independent thinking and ability to exercise prudent judgment
•    Ability to prioritize, organize, and complete multiple tasks concurrently and independently 
•    Strong technical, written and verbal communication skills required
•    Solid PC skills, must be able to work in multiple admin systems/software and web-based applications, i.e., VISIO, Excel, Adobe Pro, PowerPoint, Sharepoint, Docusign, etc. 
•    Strong work ethic with a willingness to learn
•    Operates with a high sense of urgency



Salary range: $80,000-$120,000 

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.



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: 88272




Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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