Business Operations Manager

New York Life - Bethlehem, PA

Full-time - Manager

Bethlehem, PA

Insurance Carriers and Related Activities

About the position

This position involves leading a team of client-facing Associates responsible for managing lifecycle changes and premium variance validations for existing clients. The role focuses on driving key metrics, ensuring adherence to departmental procedures, and implementing process enhancements to improve efficiency. The position operates on a hybrid work schedule, with remote work on Mondays and Fridays, and on-site work from Tuesday to Thursday.

Responsibilities

• Manage the day-to-day activities of 8-12 Associates supporting Lifecycle Change and Premium Variance validations.
• Drive key individual employee and department metrics to ensure target goals are met successfully.
• Monitor key metrics daily and publish summary and trending reports on a monthly and quarterly basis.
• Analyze and measure the effectiveness of existing business processes and develop sustainable, repeatable, and quantifiable business process improvements.
• Identify exceptions to standard operating procedures, conduct root-cause analysis, and develop specific solutions or recommendations for remediation.
• Engage in process improvement initiatives by determining/writing requirements, outlining project plans, priorities, and monitoring progress through completion.
• Partner with peers to lead department initiatives and realign resources as needed.
• Coordinate with project management staff to pilot new system releases and/or new processes as required.
• Build strong partnerships with internal and external business partners to ensure timely, accurate and complete responses are provided.
• Handle escalated service issues in a timely and professional manner.

Requirements

• Bachelor's or Master's Degree in accounting, finance, insurance or related field required.
• Prior experience in business process analysis and/or change management.
• Knowledge of Group Insurance products and associated plan designs is a plus.
• Basic understanding of accounting principles, control procedures, and audit standards.
• Basic understanding of banking relations.
• Possesses strong research, analytical and problem-solving skills.
• Demonstrates excellent written and oral communication skills.
• Able to successfully work independently and within a team environment with a high level of professionalism.
• Possesses strong multi-tasking skills in fast paced environment with heavy workloads.
• Able to document processes and procedures in a clear and concise manner.
• Proficient in Microsoft Office (Word, Excel, Access, & PowerPoint).

Benefits

• Leave programs
• Adoption assistance
• Student loan repayment programs
• Annual discretionary bonus
• Incentive program participation