Senior Associate – Change Management Optimization

Job Description

Senior Associate, Website and Salesforce Support | New York Life Insurance Company

The Tone:
This is a full-time role at New York Life Insurance Company, located in a hybrid capacity (3 days per week). New York Life, a Fortune 100 mutual company with an 180-year legacy, provides financial security and peace of mind through its diverse business portfolio. This role is central to the Third-Party Change Management and Optimization team, ensuring efficient and accurate delivery of product and regulatory changes impacting the Third-Party service organization, while enhancing user and customer experience. The team strives to modernize the business, improve processes, and reduce expenses, allowing for an enhanced customer and advisor experience.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid
• Pay: $81000–$115500 yearly
• Team: Third-Party Change Management and Optimization team, operating at the center of business, technology, and service
• Mission: Ensure the smooth and continuous operation of the website and Salesforce by performing regular updates, troubleshooting issues, and optimizing user experience.
• Tech Stack: Salesforce, Agentforce, rPay, DMS, AWF, MS Word, Excel, PowerPoint

What You’ll Actually Do
• Platform Management: Support and coordinate the implementation, customization, optimization, and testing of multiple platforms for product and regulatory changes.
• Backlog Management: Manage and maintain a centralized intake and prioritization framework (backlog) for all changes using Agile principles.
• Process Improvement: Monitor team performance, identify areas for improvement, and implement enhancements to streamline processes and increase efficiency.
• Optimization Strategy: Identify opportunities to leverage Agentforce capabilities like automation, AI-driven insights, and guided workflows to improve service efficiency and user experience.
• Reporting & Documentation: Maintain thorough documentation of enhancements and generate reports and analytics to track platform usage.

The Must-Haves
• Background: Bachelor’s Degree required; Senior-level role focused on annuity products, procedures, processes, and distribution.
• Experience: 6+ years of annuity-related experience; familiarity with Agentforce capabilities; proficiency with NYL systems such as rPay, DMS, AWF, and Salesforce.
• Skills: Excellent organizational, time management, and multi-tasking abilities; strong troubleshooting, problem-solving, and analytical skills with attention to detail; strong written and verbal communication skills; proficiency with MS Word, Excel, and PowerPoint.
• Bonus: Understanding of Third-Party distribution channel.