Senior Associate National Implementation Manager

• Primarily focuses on implementing complex multiple product policy types (all product types of LAD VB Absence or combination) for specialty clients with more than 5000 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. Recommends and implements innovative strategies to resolve issues relative to the overall implementation process and timing of 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.
• Collaborates with other departments on the creation of customized materials and solutions based on client's specific needs.
• Simultaneously manages a portfolio of client implementations (ranges from 5-15 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.
• Consistently role models leadership capabilities and demonstrates best practices. Provides mentorship and offers team assistance and support. Helps educate various internal functional areas on implementation guidelines and processes.
• Utilizes technical process and product knowledge to consult client on impact of plan design and administrative decisions to their benefit program goals. Reviews prior carrier documentation to identify potential administrative differences or opportunities for administrative ease improvements.
• Participates in virtual or in-person finalist sales presentation with Sales Team to effectively convey strengths of our implementation process and commitment. Often required to facilitate in-person Kick-off meetings.

• 8 years of insurance or benefit industry experience
• 8 years of customer-facing responsibilities
• 5 years client implementation / onboarding experience
• 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
• Strong presentation skills with ability to demonstrate poise and agility to meet needs of audience
• Identifies problems and actively engages in problem-solving activities
• Possesses a growth mindset demonstrating curiosity continually striving to improve
• Ensures attention to detail is given to all technical aspects of role
• Excellent influencing and negotiation skills when communicating decisions to a variety of internal and external stakeholders
• Demonstrated resourcefulness - ability to engage the right SMEs or partners to deliver creative solutions and make decisions in ambiguity to met unique client requests.
• Bachelor's degree preferred
• Ability to travel up to 20%

What We Do

At New York Life our 180-year legacy of integrity mutuality and financial strength fuels a future defined by bold transformation. As the largest mutual life insurance company in the U.S. we operate on behalf of our policy owners—not shareholders. That structure allows us to take a long-term view investing in people purpose and innovation that endures. Guided by a clear enterprise vision to become a technology- data- and AI-powered company we’re modernizing our platforms rearchitecting experiences and embedding intelligence across our products and services. Our mission has always been about helping people through life’s most meaningful moments. Today technology is amplifying that mission—enabling us to serve clients advisors and communities in more personalized proactive ways. With a diversified business portfolio spanning insurance investments retirement group benefits and direct-to-consumer offerings New York Life delivers the stability of a Fortune 100 company with the agility of one that’s continuously evolving. We’re powered by a values-led culture inclusive teams and a shared belief that when our people thrive so does our company. Here tradition fuels momentum—and your ideas energy and growth power what’s next.

Why Work With Us

New York Life is transforming from the inside out—blending 180 years of trust with the velocity of innovation. What makes us different is our culture: grounded in integrity humanity and shared success—values that show up in how we work lead and grow. If you want a place where innovation has purpose—build what's next with us.

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