Vendor Relationship Manager


Date: May 5, 2019

Location: New York, NY, US

Company: New York Life Insurance Co

A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. 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 service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. 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


Role Summary

The Retail Life Vendor Management Team directly supports the Underwriting group and is responsible for managing the third party vendors with whom we engage to secure underwriting requirements. The team oversees vendor performance to ensure timely and accurate securing of vital information as well as an exceptional customer experience for our clients, agents and underwriters. They are also responsible for payment and monitoring of expenses associated with underwriting new retail life applications. 


Main Duties

The Manager role will be critical in supervising a team of individuals who directly support the underwriting team.  This position will (1) monitor and influence vendor performance in handling Attending Physician Statements (APS) orders (2) ensure that inquiries and day to day issues related to underwriting requirements are promptly escalated and addressed and (3) support the department's Electronic Health Records (EHR) strategy. 


The ideal candidate is forward-thinking and action-oriented with a sense of urgency. They will have supervisory responsibilities over a team staff and should be able to prioritize work, assess performance and hold team members accountable.  This individual will use judgment to make decisions that benefit the end customer and support departmental strategy. A basic understanding of life insurance products and the underwriting process is preferred, although not required.


Key Responsibilities

  • Review daily APS reports, meet with team daily to determine strategy for addressing aged cases; Assign work to team members and ensure that appropriate action is taken to bring to resolution
  • Monitor and address vendor performance issues; Use judgment to resolve service issues; schedule meetings as needed to escalate concerns; ensure that corrective action is taken
  • Communicate regularly with other supervisors in Underwriting and Service to ensure that requirement procurement processes are clear and that vendor issues are identified and addressed
  • Collaborate with copy facilities to improve APS cycle times and record fees
  • Manage the quarterly urgent cases process for APS retrievals; Assign cases to team members and measure daily performance for APS retrievals
  • Oversee handling of day to day inquiries from the GO's and Underwriting pertaining to missing and/or delayed requirements
  • Troubleshoot our current processes for securing underwriting requirements and present ideas for improvements
  • Coordinate special underwriting requests (e.g. foreign APS requests) with the vendors
  • Escalate and address day to day concerns pertaining to underwriting requirements such as transmission issues
  • Support the department's EHR strategy (details TBD)



  • Bachelor's degree
  • 3+ years experience of process improvement and problem solving skills
  • Previous management experience
  • Understanding of life insurance products and underwriting process preferred but not required






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