Date: Jul 29, 2022

Location: Plano, TX, US

Company: New York Life Insurance Co

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



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.





This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.


Administers the installation of assigned accounts, including, but not limited to: structure and billing set up, eligibility collection, data base loading, preparation of plan materials such as administrative documents and customer education materials.  Provides support to assigned accounts by responding to inquiries or resolving complex issues using independent judgment and discretion. May act as a Technical Coach, providing desk-level coaching and identifying opportunities aimed at improving overall operational performance.  Works with management and team to improve results and provides an in-depth analysis of employee skills, development needs, and performance to manager.   Incumbents typically have more than 5 years of related experience and perform tasks independent of direct supervision.


Major Duties:


Responsible for managing and driving the new business processes for case installation of New York Life Group Benefit Solutions Insurance products for new and existing Middle Market GBS customers. Directs implementation/communication campaigns for new middle market accounts, regardless, product mix or administrative arrangement; accountable for successful implementation.  Develop and negotiate implementation plan for sold accounts and monitor progress against due date.  Identify and communicate issues that surface during implementation process and solve or coordinate their resolution.  Interact directly with Sales, customer and Account Management to design and develop communication/enrollment strategy.  Work jointly with business partners to prepare accurate enrollment/promotional material and certificate that meet all legal requirements.  Responsible for providing on-going analysis and continuous improvement opportunities in the installation process.




Manages the gathering of critical information from sales, account management, customer and broker and surfaces, negotiates and resolves all issues relative to the implementation process and timing of deliverables.  Teams with matrix partners to assure successful implementation of all deliverables.

Ensure that agents on implemented cases are licensed and appointed promptly and appropriate commission agreements are established.

Coordinate with the LOA Specialist the project plan and deliverables for the implementation of FMLA Services to new and in-force customers.  Work closely with FML Operations in developing a plan that meets the customer needs as well as GBS.  

Provides accurate and timely data information to the Client Set-Up Unit for input into all downstream systems.   Accountable for integrity of data elements provided to the Client Set-Up Unit.  Accountable for customer education and expectation management.  Produce, manage and distribute an installation timeline to ensure commitment of all deliverables. 

Educates the various internal functional areas of the Sales Office on guidelines and workflow that are critical to the case installation function.

Develops, implements and manages action plan to assure timely and accurate case installation and effective coordination between the various areas. 

Assesses the effectiveness of the implementation process and recommends and implements improvements as necessary.
Reviews each new business package and datacard with strong underwriting and product knowledge for accuracy in content and intent; correct and change as appropriate.

Communicates customer's expectations to business partners via Expert Team Meetings or individual communication.  Owns initiation of meeting and leads discussions.  Engages in clear, effective communication to establish responsibilities and internal due dates for all business partners on each implementation.  Engages in effective follow-up to ensure all deliverables are met.

Collaborates with Contracts area to produce and review communication/marketing materials, which support the enrollment process.  Ensures timely delivery of all material.

Participates in finalist sales presentation with Sales Team to effectively convey strengths of our implementation process and commitment.

Coordinates employee meeting schedule with customer, Account Management team and any other additional needed resources.


Participates and supports stretch opportunities within and outside of the implementation team (projects, SMEs, etc.).


Independently leads effective training sessions on targeted topics when requested.


Supports knowledge growth of the team through mentoring and independently assisting team members.


Provides recommendations for process improvements to improve the client experience and participation.


Consistently manages and supports complex implementations through ownership of problem solving and issue resolution.




Bachelors degree is preferred or a minimum of 5 years of professional experience.


Possesses astute knowledge of contract language for life, accident and disability products.  Understands New York Life’s administrative processes, policy issue and claim procedures.

Strong understanding of the internal organization of Group Insurance; ability to cut through bureaucracy to get things done efficiently.

Demonstrates dedication to serving and satisfying customers.  Quickly assesses customer needs and creatively uses all available resources to meet them.  Anticipates long term needs and recognizes future sales opportunities as a result of short-term attention.

Mastery of written and verbal communication skills is critical to effectively communicate with client, brokers, and internal business partners

Strong negotiation and communication skills needed to negotiate recommended alternatives and be able to gain commitment from internal partners.

Attention to detail is critical to effectively handle the technical aspects of the job.

Demonstrates successful use of innovative negotiation techniques.  Defines and develops position based upon customer needs, motives, strengths and strategies of key players, and understanding of broad business objectives.


Excellent influencing skills to support negotiation skills in communicating decision and changes to customer and matrix partners. 

Excellent organization skills to be able to multi-task and meet increasingly tight deadlines.

Ability to look at big picture, discuss and manage implementation and improve work flows.

Strong interpersonal skills to work with many different personalities and styles.


This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.






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

Job Requisition ID: 86958




Job Segment: Outside Sales, Senior Product Manager, Social Media, Underwriter, Sales, Operations, Marketing, Insurance