Business Execution & Development SENIOR ASSOCIATE


Date: May 14, 2022

Location: Phoenix, AZ, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.




Alternate locations: Phoenix, AZ (Arizona); Philadelphia, PA (Pennsylvania); Pittsburgh, PA (Pennsylvania); Plano, TX (Texas); Tampa, FL (Florida)


  • Delivers Client Service Operations General New Hire onboarding and training.
  • Delivers Client Service Operations Role Specific training.
  • Delivers Client Service Operations gap and refresher training curriculum.
  • Delivers Client Service Operations rollout training curriculum.
  • Develops new hire training curriculum and updates existing training material as appropriate working with front line managers and business area subject matter experts.
  • Virtual and face-to-face classroom management, including learner performance and escalates issues to management and leadership when necessary.  
  • Measures, tracks, and evaluates learner and client satisfaction, making adjustment to schedules, delivery, and content real time if necessary.
  • Assists with the review and acts as subject matter expert for the development and updates to Client Service Operations training materials working with front line managers and business area subject matter experts.
  • Identifies process gaps that may require process engineer engagement.
  • Coaches and mentors new hires to drive improved performance.
  • Assists in rapid course development methodologies to quickly meet customer and client needs.
  • Obtains regular updates from Client Service Operations business partners through engagement of subject matter experts to identify any changes in training content.
  • Partners with Knowledge Management when appropriate for tools, resources, and guidance.
  • Acts as a change advocate by introducing, embracing, and managing change.
  • Brings proven ability to manage time in ways that ensures effective management and execution of competing priorities.
  • Responsible for keeping technical skills updated.


Identify mandatory (M) vs. desired (D)


  • BA degree or 3+years of relevant work experience developing and delivering training. (M)
  • Strong written and verbal communication skills is critical to effectively communicate with internal business partners (M)
  • Strong presentation skills:  one-on-one, small, and large groups and with peers. Commands attention and can manage group process during the presentation; can change tactics midstream when something isn’t working. (M)
  • Ability and desire to mentor and coach others. (M)
  • Attention to detail is critical to effectively handle the technical aspects of the job. (M)
  • Deep understanding and knowledge of the internal organization of Group Benefit Solutions. (D)
  • Prior insurance (ideally group disability, life, leave) industry experience. (M)
  • Strong organizational skills. Capable of effectively and independently prioritizing multiple tasks to meet tight deadlines. Ability to work well under pressure. (M)
  • Experience planning and project management skills. (D)
  • Knowledge and experience in instructional design. (D)
  • Strong interpersonal skills to work with many different personalities and styles. (M)
  • Demonstrated skill in change leadership, knowledge of change management best practices. (M)
  • Ability to influence others across internal and external stakeholders and all levels of the organizational hierarchy. (M)
  • Ability to travel as needed (up to 10%) (M)


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 our Foundation. 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: 85756




Nearest Major Market: Phoenix

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