New York Life Insurance Company
Tampa, FL, United States
Clevel, Executive, Manager, Business Analyst, It, 100k
Apr 06, 2020
Jul 20, 2020
A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. 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 service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. 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 www.NewYorkLife.com.
Insurance Operations is establishing a Direct capability that manages customer communications across the customer lifecycle (excludes customer marketing and prospecting). At NYLD, there are 17M in annual applicant and customer correspondence mailed in Billing (13M), System Triggered Letters (2.6M), Manual Letters (103K+), and Service Emails (1.2M) through various triggering systems/processes and print/payment vendors.
This capability will be responsible for designing a written correspondence process that is efficient, controlled, and enhances the customer experience. It will implement technology that replaces an end of life system and supports the new capability for ongoing correspondence needs in the operation. This position will be accountable for leading and optimizing content operations including cataloging the inventory, documenting business processes and system triggers, and working with shared services across NYL Direct and associated partners to create, approve, and publish customer correspondence.
*Accountable for the following as it relates to the Written Correspondence capability: *Setting the vision, strategic direction, and roadmap of investments *Championing priorities for the supporting technology *Establishing and maintaining governance practices *Assessing, maintaining and leveraging tool capabilities needed to carry out correspondence work *Leveraging the NYL Direct governance process to prioritize future modernization efforts *Collaborating with shared services/resources on work that impacts Written Correspondence efforts *Demonstrates an understanding of operational processes that support how we service our customers, and how to use technology to serve those needs. *Ability to articulate how platform and process investments support business benefits to reach customers with the right messages, at the right time, through the right channels, and coordinated across different touchpoints. *Focused on building a content operations team with the necessary subject matter expertise operationalized by defined processes and continuously optimized based on insights learned from key metrics. *Champions needs, requirements and use cases with shared services responsible for developing and delivering on correspondence needs. Demonstrates collaborative approach to solving problems. *Passionate, team-oriented problem solver who understands and differentiates between what users want vs. what is needed to meet NYL Direct goals (not afraid to influence and negotiate with Managers and stakeholders). *Focused on driving the ability to translate the strategic picture while also ensuring all details are accounted for to build an efficient operations discipline.
*Bachelor’s Degree in Business Administration, Management Information Systems or alike. *Master’s Degree preferred. *5+ years’ related experience required. *Must have experience in Management, specifically building and/or leading an operational and/or technology capability. *Experience in agile development, business analysis and performing quality assurance verification for application enhancements. *Strong analysis and design skills with a focus on workflow. *Strong query skills and use of SQL. *Must possess excellent judgement and analytical skills. *Demonstrated success in a multi-tasking environment. *Microsoft Office Excel, Access, Viso and SharePoint. *Demonstrated working knowledge of development for content management/workflow systems, Insurance Services, and Policy Maintenance. *Demonstrated working knowledge of production environments and how technology can improve productivity/efficiencies. *Ability to act as an effective team leader and valued team member with senior leaders and executives. *Ability to communicate and drive decisions with stakeholders for the benefit of the business objectives. *Quick study who can adapt readily and easily to changes in priorities and business conditions. *Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals.
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New York Life Insurance Company
Website : http://www.newyorklife.com/