Senior Associate, National Implementation Manager

Location Designation: Fully Remote

Role Overview

Responsible for managing and driving the new business processes for a successful implementation of New York Life Group Benefit Solutions (GBS) products for new and existing GBS clients. Directs and coordinates all aspects of the implementation process for clients.

Delivers upon the service moments that matter by ensuring clear and concise communication, guiding the client and broker throughout the implementation.

Ultimately, fulfills the promises we make to the client in the sales process: to build their employee benefits program through transparency, communication, trusted consultation, product expertise, and service excellence.

What You'll Do

Primarily focuses on implementing complex, multiple product policy types (all product types of LAD, VB, Absence or combination) for specialty clients with more than 5,000 lives.

Responsible for the end-to-end management of the implementation process and timeliness of key deliverables within the onboarding experience including enrollment readiness, data exchange, contract delivery, and premium administration actions from point of sale through transition to ongoing account management. Is the primary contact for all parties throughout the implementation.

Interacts directly with Clients, Sales, Broker and Account Management to guide and collect plan design and administrative decisions. Works collaboratively with several business partners including, but not limited to: Data Exchange, Premium Administration, Enrollment, Contracts, Configuration, and Claims. Accountable for the timely execution of tasks and deliverables on behalf of the NYL team associated with implementation. Ensures accurate documents are delivered to the customer.

Identifies and resolves issues throughout the implementation process. Monitors and communicates project status if client is at risk of meeting milestone dates, deliverables, or encounters barriers that moderately or significantly impacts the successful execution of services and experience. Recommends and implements innovative strategies to resolve issues relative to the overall implementation process and timing of deliverables.

Proactively addresses and monitors broker expectations throughout the implementation. Responsible for the client's overall satisfaction and meets Voice of Customer metric goals. Incorporates customer and partner feedback to improve future experiences.

Presents clear and concise written and verbal communication with all parties. Owns meeting facilitation and scheduling throughout implementation. Develops and delivers implementation project management tools. Familiar with portal capabilities to respond to client questions. May conduct walkthrough demonstrations of portals and present other materials to demonstrate administration options and solutions.

Collaborates with other departments on the creation of customized materials and solutions based on client’s specific needs.

Simultaneously manages a portfolio of client implementations (ranges from 5-15 at any given time) based on demand and complexity. Completes workflow tasks by due dates and maintaining client folders and documentation.

Participates and supports various GBS initiatives within and outside of Client Readiness team. Actively participates in continuous improvement actions that improve the clients' experiences and drive efficiencies for GBS.

Consistently role models leadership capabilities and demonstrates best practices. Provides mentorship and offers team assistance and support. Helps educate various internal functional areas on implementation guidelines and processes.

Utilizes technical process and product knowledge to consult client on impact of plan design and administrative decisions to their benefit program goals. Reviews prior carrier documentation to identify potential administrative differences or opportunities for administrative ease improvements.

Participates in virtual or in-person finalist sales presentation with Sales Team to effectively convey strengths of our implementation process and commitment. Often required to facilitate in-person Kick-off meetings.

8 years of customer-facing responsibilities

5 years client implementation / onboarding experience

Proficient technical knowledge in multiple Group Benefit Products, including Life, Disability, Accident, Critical Illness, or Absence solutions

Excellent organizational skills and ability to multi-task and meet tight deadlines

Ability to navigate and develop relationships within a matrix organization

Excellent written and verbal communication skills, and demonstrates active listening

Strong presentation skills, with ability to demonstrate poise and agility to meet needs of audience

Identifies problems and actively engages in problem-solving activities

Possesses a growth mindset, demonstrating curiosity, continually striving to improve

Ensures attention to detail is given to all technical aspects of role

Excellent influencing and negotiation skills when communicating decisions to a variety of internal and external stakeholders

Demonstrated resourcefulness – ability to engage the right SMEs or partners to deliver creative solutions and make decisions in ambiguity to met unique client requests.

Bachelor's degree preferred

Ability to travel up to 20%

Pay Transparency

Salary Range: $90,000-$115,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Company Overview

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.

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.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.

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.

Click here to learn more about New York Life’s leadership in this space.​