MANAGER, Annuity New Business Product Onboarding Manager

New York Life Insurance•Dallas, TX

3d•Hybrid

About The Position

New York Life is committed to delivering best-in-class service by making every interaction meaningful and positive. Our teams operate in a fast-paced, highly regulated environment and play an important role in creating a seamless purchase experience for our agents and clients. We are seeking a dynamic and forward-thinking leader to join our Annuity New Business organization as a Product Onboarding Manager in Dallas. This role will lead a team responsible for the onboarding and processing of Fixed, Variable, and Immediate Annuity applications, including application review, data entry, requirements management, case status communication, advanced processing, policy corrections, and resolution of complex onboarding requests. The Product Onboarding Manager plays a critical role in ensuring applications are processed accurately, efficiently, and in accordance with established service, quality, and regulatory standards. The manager will be responsible for developing and coaching employees, managing daily workflow and capacity, monitoring performance, driving accountability, mitigating operational risk, and continuously improving the onboarding experience for agents and clients. The ideal candidate brings a balance of strong operational discipline, customer-centric leadership, people development, and sound judgment, with the ability to navigate complex processes, influence outcomes, and lead through change.

Requirements

3-5 years of experience in customer service, operations, new business processing, call center, or financial services environments.
Demonstrated success leading and developing teams in a customer-centric and operationally focused environment.
Strong ability to manage workflow, competing priorities, service expectations, and employee performance in a fast-paced environment.
Ability to analyze operational data, identify trends and risks, and use insights to drive informed decisions and improved performance.
Strong leadership presence with the ability to coach, influence, motivate, and develop high-performing teams.
Excellent verbal, written, active listening, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization.
Strong judgment and interpersonal awareness, with the ability to navigate complex, sensitive, or escalated situations effectively.
Highly organized with strong attention to detail and the ability to manage multiple priorities.
Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint, with comfort learning and navigating multiple administrative systems and data tools.
Ability to work from the Dallas office 1 day per week.

Nice To Haves

Bachelor's degree or equivalent business experience.
Experience within insurance, annuities, investments, financial services, new business processing, or product onboarding.
Experience using operational performance data, quality reviews, workflow reporting, and capacity insights to improve service delivery and team outcomes.
Experience leading through change, supporting process improvement, implementing new technology, and building engagement within a hybrid team environment.
Proficiency with AI-enabled tools, such as ChatGPT or Microsoft Copilot, to enhance productivity, streamline workflows, and support decision-making.

Responsibilities

Lead, coach, and develop a high-performing team of Product Onboarding professionals responsible for the accurate and timely processing of Fixed, Variable, and Immediate Annuity new business.
Manage daily Product Onboarding operations, including workload distribution, case inventory, individual and team queues, service standards, staffing needs, quality expectations, and timely completion of onboarding activities.
Ensure thorough and accurate review of annuity applications for completeness and identification of outstanding requirements needed to advance cases through the new business process.
Oversee the timely and accurate entry of annuity applications and related information into administrative systems and ensure employees effectively utilize required systems and tools.
Ensure clear, accurate, and timely communication of outstanding requirements and case status to New York Life agents, their assistants, and other business partners.
Provide leadership and guidance on complex, advanced, or sensitive onboarding cases and support employees in resolving escalated requests requiring strong judgment, tact, and diplomacy.
Oversee advanced processing activities, including accounting transactions related to refunds and contract reissues, policy corrections, cancellations, declinations, exception requests, and other transactions associated with annuity onboarding.
Maintain strong oversight of team inventory and individual queues to ensure cases are handled within defined service standards and aging expectations.
Own team performance by monitoring key operational, service, quality, productivity, and risk indicators; identifying performance gaps; and executing targeted coaching and development strategies.
Foster a culture of accountability by establishing clear expectations and holding employees accountable for defined goals, behaviors, quality standards, and customer outcomes.
Utilize data, reporting, workflow trends, case volumes, quality results, and performance insights to make informed decisions and improve operational outcomes.
Deliver performance reviews, development planning, ongoing feedback, and career coaching to strengthen employee capability, engagement, and retention.
Develop team expertise by ensuring employees receive the knowledge, coaching, and support needed to effectively navigate annuity products, onboarding processes, administrative systems, and complex case scenarios.
Partner closely with Call Center leadership, peers, Training, Quality, Suitability, Operations, Technology, and other business partners to resolve issues, streamline workflows, mitigate risk, and improve the overall agent and client experience.
Serve as an escalation point and subject-matter resource for Product Onboarding matters and support effective coordination with the Call Center and other business units.
Identify opportunities to simplify processes, improve efficiency, strengthen controls, and enhance the onboarding experience through continuous improvement and strategic initiatives.
Lead and contribute to projects, process enhancements, technology changes, and organizational priorities impacting Annuity New Business and the broader Purchase Experience.
Support a positive, collaborative, and engaged hybrid team culture in the Dallas office, including a regular onsite presence of 1 day per week.