Manager, Annuity New Business Product Onboarding, Purchase Experience (Cleveland, OH)

New York Life Insurance•Cleveland, OH

5d•Hybrid

About The Position

Join our Purchase Experience 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 have the opportunity to shape seamless customer experiences. Whether assisting agents in meeting their clients’ needs, supporting strategic initiatives designed to enhance our operating environment or educating agents on digital solutions, your contributions directly impact customer confidence, trust and loyalty. The Annuity New Business Product Onboarding Manager leads a team responsible for the accurate and timely onboarding and processing of Fixed, Variable, and Immediate Annuity applications within Purchase Experience. The team supports the end-to-end new business process, including application review, data entry, requirements management, case status communication, advanced processing, policy corrections, and resolution of complex onboarding requests. This role is accountable for team performance, workflow and capacity management, service and quality outcomes, employee development, and operational risk management. The Manager provides guidance on complex or escalated cases, uses performance and workflow insights to inform decisions, and partners across the organization to continuously improve the onboarding experience for agents and clients. The role is based in Cleveland, OH, with an onsite expectation of one day per week.

Requirements

3–5 years of experience in customer service, operations, new business processing, call center, financial services, or a related environment, including demonstrated experience leading and developing teams.
Strong operational management skills, with the ability to prioritize workloads, manage capacity and competing demands, and drive service, quality, productivity, and customer outcomes in a fast-paced environment.
Demonstrated analytical and problem-solving capabilities, including the ability to interpret operational data, identify trends and risks, exercise sound judgment, and translate insights into action.
Strong coaching, communication, and interpersonal skills, with the ability to establish expectations, provide actionable feedback, influence partners, and navigate complex or sensitive situations effectively.
Strong organizational skills and attention to detail, with the ability to manage multiple priorities while maintaining appropriate operational controls and adherence to established procedures.
Proficiency with Microsoft Office, including Excel, Word, and PowerPoint, and the ability to learn and effectively navigate multiple administrative systems and data tools.
This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Nice To Haves

Bachelor’s degree or equivalent business experience and experience within insurance, annuities, investments, financial services, new business processing, or product onboarding.
Knowledge of Fixed, Variable, and/or Immediate Annuity products and related processes, including application review, requirements management, policy issuance, accounting transactions, corrections, cancellations, declinations, and exception processing.
Experience using operational performance data, quality reviews, workflow reporting, and capacity insights to improve service delivery, strengthen controls, and enhance team performance.
Experience leading through change, process improvement, or technology implementation, including familiarity with AI-enabled productivity tools such as ChatGPT or Microsoft Copilot.

Responsibilities

Lead, coach, and develop a team of Product Onboarding professionals responsible for Fixed, Variable, and Immediate Annuity new business, establishing clear performance expectations and strengthening employee capability, accountability, and engagement.
Manage daily onboarding operations, including workload distribution, case inventory, individual and team queues, staffing and capacity, service levels, and quality expectations to support accurate and timely case processing.
Provide leadership on complex, sensitive, and escalated onboarding matters, including application requirements, policy corrections, accounting transactions, cancellations, declinations, exception requests, and other advanced processing activities, while ensuring adherence to applicable controls and requirements.
Monitor operational, service, quality, productivity, and risk indicators; use data and workflow trends to identify performance gaps, mitigate risk, inform decisions, and implement targeted improvements.
Partner with Call Center leadership, Training, Quality, Suitability, Operations, Technology, and other business partners to resolve issues, support strategic and technology initiatives, streamline workflows, and improve the agent and client experience.