Senior Implementation Manager - Senior Associate #84621


Date: Jun 3, 2022

Location: Remote, NE, 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.


Senior Implementation Manager Role Job Description


This role can be based remotely, however EST core business hours will be required.


Role Summary


Responsible for managing and driving the new business processes for implementation of Group Benefit Solution 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 Senior 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.  


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

Lead implementation meetings with client and develop and present implementation calendar to client.  Responsible for coordinating and delivering implementation documents to client and obtaining client sign-off. 


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.  Leads ongoing meetings with client to review progress and risks and owns coordination of issue resolution.


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.   


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


Accountable for client education and management of expectations.  


Reviews each new business package and datacard with strong underwriting and product knowledge for accuracy in content and intent; correct and change 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.


Assesses the effectiveness of the implementation process and recommends and implements improvements as necessary.

Receives and determines difficulty of changes to existing business between 1000 and 5000 lives.  Handles complex changes regarding products, offerings, and structure.  Refers simple changes to the support team but manages these changes for accuracy and timeliness.


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


Participates and supports stretch opportunities within and outside of the implementation/service teams.


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/plan & offering changes through ownership of problem solving and issue resolution.



Customer Focus

Priority Setting

Problem Solving

Interpersonal Savvy

Dealing with Ambiguity


Technical Skills:

GBS Product Knowledge

GBS Systems / Processes

Effective communication


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 GBS administrative processes, policy issue and claim procedures.

Three plus years work experience in project management/account management/account services/sales, or other areas requiring significant client interaction and ability to effectively problem-solve issues to resolution.  Ability to establish matrix partner relationships and follow through on expectations.

Demonstrated ability to learn and apply knowledge quickly while utilizing perseverance and customer-centric approaches in day-to-day work.

Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations.

Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team.

Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions.

Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, Vista).

Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.

Demonstrated leadership and motivational skills in fast-paced environment.

Demonstrated interpersonal skills.


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: 84621




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