Implementation Manager #84488


Date: Oct 1, 2022

Location: Remote, PA, US

Company: New York Life Insurance Co


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.


This role can be located remotely, however the individual must be willing to work EST hours.


Role Summary


Responsible for managing and driving the new business processes for implementation of New York Life Group Benefit Solutions products for new and existing GBS clients.  Directs the implementation and communication process for clients, regardless of product mix or administrative arrangement.  Manages product/offering/structure changes to existing business.  




The Implementation Manager has overall responsibility for the end-to-end management of the implementation process and key deliverables for clients between 500 and 5000 lives.  They develop and negotiate the implementation plan for sold accounts and monitor progress against timeline due dates.  Will interact directly with clients, insurance producers, sales, client management and other internal business units as needed to design and develop communication/enrollment strategies.  


Owns the initiation of client and internal meetings and facilitates discussions.   Engages in clear, effective communication to establish responsibilities and internal due dates for all business partners on each implementation. 


Manages the gathering of critical information with the client and producer and negotiates and resolves all issues relative to the overall implementation process and timing of deliverables.   


Accountable for client education and management of expectations.  Will identify and communicate issues that surface during the implementation process and solve or coordinate the resolution.


Will utilize strong underwriting and product knowledge to support the review for content accuracy and intent.  Will be responsible for capturing and coordinating corrections/changes as appropriate.


If necessary, collaborates with appropriate internal business partners to coordinate, produce and review communication and marketing materials which support the enrollment process.  Coordinates delivery of required communication materials and ensures timely delivery.


Responsible for case set up information and accountable for integrity and timeliness of all data elements provided to the internal client set up units including, but not limited to:  case structure and billing set up, eligibility collection, data base loading and delivery and approval of plan policies and certificates.   Collaborates with Contracts area to produce policies, certificates, and agreements that meet all legal requirements.


Educates the various internal functional areas on implementation guidelines and workflow that are critical to the success of the implementation process.


Works closely with internal partners to ensure all changes are made to the client’s satisfaction. 




Customer Focus

Priority Setting

Problem Solving

Interpersonal Savvy

Dealing with Ambiguity


Technical Skills:

CGI Product Knowledge

New York Life (GBS) Systems / Processes

Effective communication




Insurance industry experience is preferred and possesses knowledge of contract language for life, accident and disability products.   Ability to understand GBS administrative processes, policy issue and claim procedures.


Bachelors degree is preferred or a minimum of 3 to 5 years of professional experience.


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


Excellent organization skills are required and attention to detail is critical to effectively handle the technical aspects of the position.

Mastery of written, verbal and email communication skills is required and critical to effectively communicate with clients, producers and internal business partners.

Ability to interact professionally and confidently with clients is required.  Communication methods will vary and may include: teleconferencing coupled with real time updating of electronic meeting presentations (WebEx), email interactions, phone or face to face meetings. 


Able to multi-task by balancing client facing interactions, tight deadlines, ad hoc issue resolutions, internal documentation requirements and overall client satisfaction.


Strong communication and negotiation skills are required.  Demonstrates successful use of innovative negotiation techniques.   Able to recommend alternative resolutions and be able to gain commitment from internal partners.  Ability to define and develop positioning based upon customer needs, motives, strengths and strategies of key players and understanding of broad business objectives.

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: 84488




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