Service Leader, Onsite Operations 91584

Location Designation: Fully Onsite 

 

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.

 

 

 

Business Unit Overview:

Join our Field Service Team, the driving force behind the delivery of exceptional experiences for New York Life’s agents and clients. As part of our diverse team, you will shape seamless customer experiences. Whether you’re helping an agent meet their clients’ life insurance needs, supporting strategic initiatives designed to enhance our operating environment, or educating our agents on innovative digital solutions, your work will have a direct and powerful impact on our success in fostering customer trust and loyalty. 

 

Role Overview: 

Join our dynamic management team at our Pittsburgh-Johnstown General Office (GO) as a Service Leader, where you'll be at the forefront of driving excellence and innovation in our service department. As a key member of the GO leadership team, you'll oversee and manage the daily operations, ensuring that all business objectives and key results are not only met but exceeded within our high service standards. In this pivotal role, you'll be the primary point of contact for GO Agency Managers, recruiters, and agents, guiding them through our comprehensive Service resources and ensuring their needs are met with precision and care. You'll provide visionary leadership, training, and development to foster a culture of best-in-class service delivery. But that's not all – you'll also be a proactive change-maker, constantly identifying and implementing improvement opportunities to enhance client experiences and operational efficiencies. If you're passionate about leading an office to new heights and making a tangible impact, this is the role for you!

 

What You’ll Do:

• Handle Service Escalations: Be the hero who ensures our customers' needs are met with precision and care, resolving any issues that arise with efficiency and empathy.

• Support Sales Initiatives: Drive success by supporting initiatives related to agent sales and incentives programs, helping our team achieve their goals and exceed expectations.

• Coordinate Local Events: Bring energy and excitement to the office by coordinating and executing local General Office events that foster team spirit and collaboration.

• Navigate Change: Lead the way through transitions in service and operational systems and processes, providing training on new capabilities and ensuring a smooth adaptation for the Agency.

• Oversee Financial Tasks: Ensure the accuracy and integrity of financial reports by overseeing accounts payable tasks for multiple accounts, maintaining a keen eye for detail.

• Manage Operations: Keep the office running smoothly by managing facilities and building maintenance requests, troubleshooting onsite technology and network issues, and ensuring a well-maintained and functional environment.

 

What You’ll Bring:

• Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire.

• Bachelor’s degree or equivalent business experience

• Ability to balance learning with onsite management and support for the local GO

• Strong customer focus through the ability to understand and anticipate the needs of customers, providing solutions that enhance their experience. The involves being proactive in identifying customer issues, ensuring their satisfaction.

• Technical proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and SharePoint

• Proactive in identifying and implementing improvements opportunities to enhance client experiences and operational efficiencies.

• Ability to lead operations through influence, coordination, and strategic oversight rather than direct managerial authority. This involves guiding, mentoring and driving initiatives tha