Manager, In-Force Services 93863

New York Life Insurance•Dallas, TX

22h•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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