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Manager, Service Leader

Company: New York Life
Location: Melville
Posted on: June 12, 2021

Job Description:

When you join New York Life, you're joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

Service Leader


The Service Leader will be responsible for leading a subset of the General Office employees and partnering with the CVP, Service Leader to ensure our team members are providing exceptional customer service. They will lead employees in our new business, contracting and/or remote sales office locations as well as have hiring and development responsibilities of staff. They will be charged with handling complex business problems and serve as the primary contact for top agents in the office.

Major Responsibilities

  • Leads, coaches and develops a subset of the General Office employees; handles all management responsibilities for these respective employees including oversight of hiring, training, performance management, and staff development
  • Leading by example, the Service Leader will be responsible for creating and driving a positive client experience for agents and clients; ensure our teams are working efficiently and effectively to meet the needs of our agents and customers
  • Collaborate between Service Teams and Agency Partners
  • Serves as the primary service contact for top agents in the General Office
  • Resolves or facilitates resolution of policy issues for NYL customers; assists staff in resolving policy issues for their assigned cases
  • Serving as a problem solver, handles complex business problems and identifies short-term and longer-term solutions with a focus on overall process improvement
  • Develops and conducts curriculum and GIDs; facilitates various staff and agent training sessions
  • Serves as a subject-matter expert with extensive knowledge in NYL systems, policies, procedures as it relates to new business, such as state replacement rules, knowing your customer (FINRA), anti-money laundering rules (FINRA/SEC), etc.
  • Responsible for monthly reporting (staffing reports, production reports, SEC-FINRA authorized compliance reports)
  • Works closely with CVP, Service Leader with various projects and General Office activity to ensure smooth operational management and excellent service delivery
  • Travel between Sales Office and General Office locations may be necessary


  • Bachelor's Degree preferred
  • 3-5 years of insurance and Service experience preferred
  • Series 99 or to be completed within 6 months of hire
  • Excellent customer service skills
  • Strong communication skills; must be comfortable facilitating training sessions
  • Strong technical knowledge of all new business and contract/licensing processes required
  • Flexible and adaptive to change

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses "Be Good At Life." To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 83358

Keywords: New York Life, New Haven , Manager, Service Leader, Other , Melville, Connecticut

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