Location Designation: Hybrid - 2 days per week 

 

 

 

Role Overview:

New York Life’s Service Organization is committed to delivering best-in-class service by making every interaction meaningful and positive. Supporting more than 12,000 agents and 3.5 million clients, our teams manage millions of transactions annually across life insurance and annuity products in a fast-paced, highly regulated environment.

We are seeking a dynamic and forward-thinking leader to join our team as a Manager, In-Force Services, leading teams responsible for servicing existing life and annuity policies. This role plays a critical part in ensuring operational excellence, delivering accurate and timely outcomes, and safeguarding the financial security of our policy owners.

The ideal candidate brings a balance of strong operational discipline and people leadership, with the ability to navigate complexity, influence outcomes, and lead through change. This is an opportunity to make a meaningful impact by shaping team performance, improving service delivery, and contributing to the ongoing evolution of our service organization.

What You’ll Do:

• Lead, coach, and develop a high-performing team of processing professionals, driving accountability, engagement, and continuous improvement
• Own team performance by monitoring key metrics, identifying gaps, and executing targeted coaching and development strategies
• Foster a culture of accountability by setting clear expectations and holding team members to defined goals, standards, and behaviors
• Utilize data, reporting, and performance insights to inform decision-making and optimize operational outcomes
• Partner with peers and leadership to streamline workflows, mitigate risk, and enhance the overall customer and agent experience
• Ensure strict adherence to company policies, procedures, and regulatory requirements within a highly controlled environment
• Lead and contribute to strategic initiatives, projects, and process enhancements aligned with organizational priorities

What You’ll Bring:

Required Skills:

• FINRA SIE and Series 6 or 7 required, or must obtain within 6 months as a condition of continued employment
• FINRA Series 26 or 24 required, or must obtain within 12 months as a condition of continued employment
• Ability to de-escalate challenging situations and drive mutually beneficial resolutions
• 3–5 years of experience in a customer service or operations environment
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Excellent verbal, written, and active listening skills, with the ability to communicate effectively across all levels
• Proven ability to analyze data, leverage insights, and make informed, strategic decisions

 

Preferred Skills:

• Proficiency with AI-enabled tools (e.g., ChatGPT, Microsoft Copilot) to enhance productivity, streamline workflows, and support decision-making
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and comfort navigating systems and data tools
• Demonstrated success leading teams in a customer-centric environment, with a focus on delivering exceptional service and driving results
• Strong leadership presence with the ability to inspire, influence, and develop high-performing teams
• Strong interpersonal awareness and sound judgment, with the ability to navigate complex and sensitive situations effectively
• Bachelor’s degree or equivalent business experience

 

Pay Transparency

Salary Range: $73,000-$104,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

 

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

 

Company Overview 

At New York Life, our 18