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.New York Life's primary distribution channel is the career Agency sales force of more than 12,000 agents, operating in virtually every major city in the United States. Every agent is affiliated with one of our 117 General Offices. These offices are operated by Agency management teams responsible for agent and management recruiting, development, and sales. Approximately half our agents operate their businesses out of our General Offices, while the other half maintains independent office locations.Our General Offices are divided up among four Zones. In addition to our Zone offices, an Agency Home Office team responsible for strategy, finance, administration, standards, training, marketing and communications supports our agents and field managers. The Agency operation also comprises teams charged with growing our business in key market segments, including the middle-income market, the advanced (high-net-worth) market, select cultural markets, and the women's markets. Agents sell individual life insurance, individual annuities, and long-term care insurance products, as well as mutual funds.Role OverviewThe Manager will be charged with leading a team of Specialists that provide operational support and a superior service experience to New York Life Investment Advisor Representatives and their clients.* Oversee the management, coaching, and development of a team of Operations and Service Specialists.* Manage staffing, work schedules and monitoring of multiple call/workflow queues to ensure that department standards and company guidelines are met.* Work closely with the Head of Operations & Service and make tactical recommendations related to the allocation of resources in an effort to ensure adherence to service level standards.* Coordinate the Internal Consultant and Portfolio Specialist Teams with case construction and the implementation of customized solutions by providing operational expertise.* Work with Eagle Strategies business partners to ensure that technology workflows are operating correctly and efficiently.* Identify and resolve operational and compliance issues that may arise during daily activities.* Complete special projects and assist with writing communications to the Field on operational enhancements. Participate in presentations as needed.* Identify process improvements and coordinate with the Head of Operations & Service to implement the solutions in an effort to build efficiencies and increased productivity.* Develop written procedures when new products are introduced, or system changes are implemented.* Serve as a Team Leader and assist with escalated issues as needed, including exception requests from Advisors and the review of trade errors.* Manage call escalations from clients and advisors. Manage high-profile complaint requests.* Assist with the review and principal approval of new account applications.Qualifications* Minimum 5+ years of relevant experience* Bachelor's Degree or Equivalent Work Experience* Series 7 & 24 required* Series 66 required within 12 months of hire date* Proficiency with Microsoft Office* Advanced knowledge of Microsoft Excel including v-lookups and pivot tables* Strong customer service skills and comfort with inbound/outbound calls* Outstanding written communication skills* Willingness to be flexible with schedule to meet extended business hours and heavy client demandPlease note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.EOE M/F/D/VIf you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) ###-####.