Financial Services Manager

Website New York Life Insurance Company

New York Life Insurance Company (“New York Life” or “the company”) is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterrey New York Life in Mexico. New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion. As of year-end 2016, New York Life’s surplus was $23.336 billion**. New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+. (Source: Individual Third Party Ratings Report as of 8/17/16). Financial strength, integrity and humanity-the values upon which New York Life was founded-have guided the company’s decisions and actions for over 170 years. New York Life Insurance’s Service Organization strives to provide best in class service by making every experience a positive one. It is the hallmark of what we do and how we keep good going. We are looking for customer focused accountable, efficient and engaged professionals who are dedicated to and guided by a commitment to service excellence. Our Service Organization is seeking a dynamic and forward-thinking leader to manage a Fixed Annuity Service Team. Key responsibilities are to develop, direct and lead a service team to achieve the operations business objectives. The leader is also expected to provide back up support to the Fixed Annuity call center team by working with call center management to deploy staff when needed. Key Responsibilities: • Lead and coach a team of Customer Service Representatives to assist in their growth and development. • Consistently demonstrate a positive and strong leadership role by creating a positive work environment, recognition program, and engaging & empowering team members consistently, fairly and with integrity. • Conduct and perform quality monitoring, calibration sessions and coaching feedback to each individual team member including implementing disciplinary actions as required. • Ability to identify performance inequities, training needs and develop and deliver documented plans to achieve and exceed goals. • Daily, Weekly, Monthly, YTD reporting on team and individual performance. • Prepare and deliver written midyear and year end performance appraisals. • Manage escalated customer service issues. • Demonstrate advance knowledge of NYL products, processes and guidelines to ensure compliance and strong Customer Satisfaction Results. • Review procedures and implement changes to procedures as specified by the Corporate Vice President, regulatory or audit authorities. • Review management control reports and other work flow tracking tools. • Lead on projects assigned by Manager and assume back up duties of the Manager as needed. Desired Skills & Experience: • Bachelor’s Degree – Finance or Business discipline preferred or equivalent work experience. • A minimum of 3 years of experience managing service teams, call center, quality monitoring and surveying tools preferred. • A minimum of 3 years of experience managing real-time monitoring of call center agents to monitor productivity, metrics, employee demeanor, technical accuracy, and conformity to company policies preferred. • Industry recognized courses and designations (ie. like LOMA, Series 6, but not limited to). Certifications (ie. Call Center Associate Certification) and other relative activities preferred. • Excellent verbal and written communication skills along with listening skills. • Positive, customer focused attitude with a desire to exceed customer expectations, as well as develop team members. • Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Outlook with the ability to navigate multiple applications). • Comprehensive knowledge of Fixed Annuity Products strongly preferred. • Development of departmental objectives for the team to ensure task completion; coordinates work activities with other supervisors. Training & Development: The Manager will undergo a comprehensive on the job training environment to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful. Salary: Competitive base salary, plus bonus eligibility Benefits: Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts Career Opportunities: New York Life offers a variety of corporate opportunities within the Service Organization, including management, quality control, training, underwriting and claims. SF:LI-JM1 SF:EF-JM1 EOE M/F/D/V If you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) 576-5811. • Based on revenue as reported by “Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 17, 2016. See for methodology. • * Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company’s long-term financial strength and stability and is presented on a consolidated basis of the company. 1. Operating earnings is the key measure use by management to track Company’s profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US (GAAP), with certain adjustments Company believes to be appropriate as a measurement approach (non GAAP), primarily the removal of gains or losses on investments and related adjustments. 2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company

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