Manager, Annuity New Business Product Onboarding, Purchase Experience (Cleveland, OH)

New York Life; Cleveland (OH); On-site; USD 73,000 - 104,000; Full time

Job summary

New York Life in Cleveland, OH, is seeking a Manager for Annuity New Business Product Onboarding to lead a team responsible for onboarding Fixed, Variable, and Immediate Annuity applications within the Purchase Experience unit. This role ensures accurate, timely processing and end-to-end handling for agents and clients.

Based onsite one day per week, you will manage intake, data entry, requirements management, and case status communication while driving performance, risk controls, and continuous

Qualifications

• 3–5 years of experience in customer service or operations, with team leadership.
• Strong operational management skills with capacity planning and service quality focus.
• Analytical and problem-solving abilities with data interpretation and action planning.
• Excellent coaching, communication, and interpersonal skills to lead across partners.

Responsibilities

• Lead, coach, and develop a team handling Fixed, Variable, and Immediate Annuity onboarding.
• Oversee daily onboarding operations: workload, queues, capacity, service levels, quality.
• Provide guidance on complex onboarding cases while ensuring controls and requirements are met.
• Monitor metrics and use trends to identify gaps and drive improvements.
• Collaborate with Call Center, Training, Quality, and Technology to optimize the agent and client experience.

Skills

Team Leadership

Operations Management

Data Analysis

Coaching & Communication

Attention to Detail

MS Office Proficiency

Education

Bachelor’s degree or equivalent business experience

Tools

Microsoft Office Suite

Job description

Location Designation: Hybrid - 1 day per week

Posting Title: Manager, Annuity New Business Product Onboarding, Purchase Experience

Business Unit: Purchase Experience

Join our Purchase Experience Team, the driving force behind the delivery of exceptional experiences for New York Life’s agents and clients. As part of our diverse team, you will have the opportunity to shape seamless customer experiences. Whether assisting agents in meeting their clients’ needs, supporting strategic initiatives designed to enhance our operating environment or educating agents on digital solutions, your contributions directly impact customer confidence, trust and loyalty.

Role Overview

The Annuity New Business Product Onboarding Manager leads a team responsible for the accurate and timely onboarding and processing of Fixed, Variable, and Immediate Annuity applications within Purchase Experience. The team supports the end-to-end new business process, including application review, data entry, requirements management, case status communication, advanced processing, policy corrections, and resolution of complex onboarding requests. This role is accountable for team performance, workflow and capacity management, service and quality outcomes, employee development, and operational risk management. The Manager provides guidance on complex or escalated cases, uses performance and workflow insights to inform decisions, and partners across the organization to continuously improve the onboarding experience for agents and clients. The role is based in Cleveland, OH, with an onsite expectation of one day per week.

What You’ll Do

• Lead, coach, and develop a team of Product Onboarding professionals responsible for Fixed, Variable, and Immediate Annuity new business, establishing clear performance expectations and strengthening employee capability, accountability, and engagement.
• Manage daily onboarding operations, including workload distribution, case inventory, individual and team queues, staffing and capacity, service levels, and quality expectations to support accurate and timely case processing.
• Provide leadership on complex, sensitive, and escalated onboarding matters, including application requirements, policy corrections, accounting transactions, cancellations, declinations, exception requests, and other advanced processing activities, while ensuring adherence to applicable controls and requirements.
• Monitor operational, service, quality, productivity, and risk indicators; use data and workflow trends to identify performance gaps, mitigate risk, inform decisions, and implement targeted improvements.
• Partner with Call Center leadership, Training, Quality, Suitability, Operations, Technology, and other business partners to resolve issues, support strategic and technology initiatives, streamline workflows, and improve the agent and client experience.

What You’ll Bring

Required Skills

• 3–5 years of experience in customer service, operations, new business processing, call center, financial services, or a related environment, including demonstrated experience leading and developing teams.
• Strong operational management skills, with the ability to prioritize workloads, manage capacity and competing demands, and drive service, quality, productivity, and customer outcomes in a fast‑paced environment.
• Demonstrated analytical and problem‑solving capabilities, including the ability to interpret operational data, identify trends and risks, exercise sound judgment, and translate insights into action.
• Strong coaching, communication, and interpersonal skills, with the ability to establish expectations, provide actionable feedback, influence partners, and navigate complex or sensitive situations effectively.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities while maintaining appropriate operational controls and adherence to established procedures.
• Proficiency with Microsoft Office, including Excel, Word, and PowerPoint, and the ability to learn and effectively navigate multiple administrative systems and data tools.

Preferred Skills

• Bachelor’s degree or equivalent business experience and experience within insurance, annuities, investments, financial services, new business processing, or product onboarding.
• Knowledge of Fixed, Variable, and/or Immediate Annuity products and related processes, including application review, requirements management, policy issuance, accounting transactions, corrections, cancellations, declinations, and exception processing.
• Experience using operational performance data, quality reviews, workflow reporting, and capacity insights to improve service delivery, strengthen controls, and enhance team performance.
• Experience leading through change, process improvement, or technology implementation, including familiarity with AI-enabled productivity tools such as ChatGPT or Microsoft Copilot.

Job Level: LEVELMG1

Pay Transparency

Salary Range: $73,000-$104,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

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

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

Our Commitment to Inclusion

At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.

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 the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.