Senior Associate, Implementation Manager

New York Life Insurance Co

14d•Remote

About The Position

Responsible for managing and driving the new business processes for a successful implementation of New York Life Group Benefit Solutions (GBS) products for new and existing GBS clients. Directs and coordinates all aspects of the implementation process for clients. Delivers upon the service moments that matter by ensuring clear and concise communication, guiding the client and broker throughout the implementation. Ultimately, fulfills the promises we make to the client in the sales process: to build their employee benefits program through transparency, communication, trusted consultation, product expertise, and service excellence.

Requirements

5 years of insurance or benefit industry experience
5 years of customer-facing responsibilities
Proficient technical knowledge in multiple Group Benefit Products, including Life, Disability, Accident, Critical Illness, or Absence solutions
Excellent organizational skills and ability to multi-task and meet tight deadlines
Ability to navigate and develop relationships within a matrix organization
Excellent written and verbal communication skills, and demonstrates active listening
Ensures attention to detail is given to all technical aspects of role
Strong presentation skills, with ability to demonstrate poise and agility to meet needs of audience
Strong influencing and negotiation skills

Nice To Haves

Bachelor's degree preferred
Ability to travel up to 10%

Responsibilities

Primarily focuses on implementing multiple product policy types (typically LAD, PFML, and VB) for clients with more than 1,000 - 4,999+ lives.
Responsible for the end-to-end management of the implementation process and timeliness of key deliverables within the onboarding experience including enrollment readiness, data exchange, contract delivery, and premium administration actions from point of sale through transition to ongoing account management. Is the primary contact for all parties throughout the implementation.
Interacts directly with Clients, Sales, Broker and Account Management to guide and collect plan design and administrative decisions. Works collaboratively with several business partners including, but not limited to: Data Exchange, Premium Administration, Enrollment, Contracts, Configuration, and Claims. Accountable for the timely execution of tasks and deliverables on behalf of the NYL team associated with implementation. Ensures accurate documents are delivered to the customer.
Identifies and resolves issues throughout the implementation process. Monitors and communicates project status if client is at risk of meeting milestone dates, deliverables, or encounters barriers that moderately or significantly impacts the successful execution of services and experience. Collaborates with project team to mitigate risks and present solutions for timely and accurate implementation deliverables.
Proactively addresses and monitors broker expectations throughout the implementation. Responsible for the client's overall satisfaction and meets Voice of Customer metric goals. Incorporates customer and partner feedback to improve future experiences.
Presents clear and concise written and verbal communication with all parties. Owns meeting facilitation and scheduling throughout implementation. Develops and delivers implementation project management tools. Familiar with portal capabilities to respond to client questions. May conduct walkthrough demonstrations of portals and present other materials to demonstrate administration options and solutions.
Simultaneously manages a portfolio of client implementations (ranges from 5-25 at any given time) based on demand and complexity. Completes workflow tasks by due dates and maintaining client folders and documentation.
Participates and supports various GBS initiatives within and outside of Client Readiness team. Actively participates in continuous improvement actions that improve the clients' experiences and drive efficiencies for GBS.