Vendor Performance Senior Associate

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. 


The Senior Associate role will be critical in assessing vendor performance and in supporting strategic initiatives.  This position will (1) conduct ongoing QA reviews of vendor services and (2) log, track and monitor vendor-related inquiries and complaints and (3) support the MG3 with strategic vendor-related initiatives in support of underwriting strategy. 


The ideal candidate is inquisitive and possess critical thinking skills as their insights will help identify patterns and root causes that may require additional analysis. The candidate should be a self-starter with an appreciation for providing an ideal customer experience. A basic understanding of life insurance products and the underwriting process is preferred, although not required.


Key Responsibilities

  • Design and maintain metrics for monitoring vendor performance
  • Conduct QA reviews of vendor services to ensure delivery according to contracted standards
  • Analyze and distribute accurate, comprehensive and timely data on vendor performance to management; offer insights regarding process improvements
  • Lead vendor meetings and provide updates regarding service performance and project initiatives
  • Act as liaison for vendor-related projects to ensure timely and accurate execution relative to business needs
  • Track incoming inquiries and complaints, review and forward cases to appropriate area for handling
  • Assist with ongoing solicitation of customer feedback through surveys, interviews and other means as needed
  • Develop and maintain vendor performance scorecards


Basic Qualifications

  • Bachelor’s degree
  • 3+ years of project management experience
  • 3+ years of QA knowledge
  • Basic understanding of life insurance products and the underwriting process is preferred but not required




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