New York Life
Location Designation:
Fully Remote Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid‑sized and large companies, fostering a healthier, happier, and more secure workforce. You will design, implement, and support solutions directly impacting employees’ lives, providing financial security and peace of mind through absence, accident, disability, voluntary benefits, and life insurance solutions. Purpose
Accelerate CI maturity and enterprise performance within the GBS Service Operations organization by coaching Tier 2–4 leaders across complex functions and business lines. Operate at a strategic level, enabling leaders to deploy CI capabilities and shape business outcomes. Key Responsibilities
CI Coaching & Capability Building:
Coach multiple CVPs, VPs, and SVPs across Tier 2–4 Build CI maturity across entire Service Operations functions (Client Readiness, Client Services, Contact Center, Quality and Strategy functions) Design and deliver CI training and advanced leadership refreshers to Service Operations leaders and teams
Sustainability & Assessments:
Lead assessor for MSAs across departments or business units Translate MSA findings into strategic priorities and oversee execution of 100‑day plans Tailor and scale CI systems to meet evolving needs of multiple teams
Performance & Value Capture:
Lead value creation initiatives that deliver 3–5% YOY gains at multi‑team or BU scale Support leaders in linking improvement efforts to financial outcomes and balanced scorecards
CI Tools & Systems Integration:
Apply and coach advanced CI tools and systems (Kaizen events, Hoshin Kanri, CI loop design) Identify process engineering opportunities and support the business in designing and implementing improvements Design, adapt, and scale systems to embed CI behaviors across functions Collaborate with COE to evolve enterprise tool standards and integrate best practices into GBS Service Operations
Strategy Deployment & Performance Alignment:
Coach senior leaders on strategy deployment methods (X‑matrix, tiered metrics) Translate CI assessments into cross‑functional strategic priorities and performance levers Embed CI into planning and performance review cadences
Collaboration & Mentorship:
Lead cross‑functional CI forums and Communities of Practice Mentor other SLs and Change Agents, with the potential for line manager responsibilities Partner closely with Service Operations leaders to drive consistency and integration of CI practices
Experience & Skills
Proven success in CI leadership across large‑scale, federated organizations Experience in Group Insurance and/or Service Operations a plus Strong executive presence and ability to influence at VP/SVP level Deep knowledge of advanced CI tools and systems Skilled in facilitation, coaching, and strategic planning Familiarity with OEI, Shingo, or equivalent frameworks Leadership and change management experience Lean Six Sigma certification (Green Belt/Black Belt) strongly preferred Pay Transparency
Salary range: $116,000 - $166,000 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on experience, skills, qualifications, and job location. Employees may also be eligible to participate in an incentive program. Benefits
We provide a full package of benefits, including leave programs, adoption assistance, and student loan repayment programs. Our benefits are continuously refined to help you flourish inside and outside of work. Diversity Promise
We are committed to a diverse workforce and to inclusive talent practices. Our culture is built on the principles of equity, inclusion, and belonging.
#J-18808-Ljbffr
Fully Remote Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid‑sized and large companies, fostering a healthier, happier, and more secure workforce. You will design, implement, and support solutions directly impacting employees’ lives, providing financial security and peace of mind through absence, accident, disability, voluntary benefits, and life insurance solutions. Purpose
Accelerate CI maturity and enterprise performance within the GBS Service Operations organization by coaching Tier 2–4 leaders across complex functions and business lines. Operate at a strategic level, enabling leaders to deploy CI capabilities and shape business outcomes. Key Responsibilities
CI Coaching & Capability Building:
Coach multiple CVPs, VPs, and SVPs across Tier 2–4 Build CI maturity across entire Service Operations functions (Client Readiness, Client Services, Contact Center, Quality and Strategy functions) Design and deliver CI training and advanced leadership refreshers to Service Operations leaders and teams
Sustainability & Assessments:
Lead assessor for MSAs across departments or business units Translate MSA findings into strategic priorities and oversee execution of 100‑day plans Tailor and scale CI systems to meet evolving needs of multiple teams
Performance & Value Capture:
Lead value creation initiatives that deliver 3–5% YOY gains at multi‑team or BU scale Support leaders in linking improvement efforts to financial outcomes and balanced scorecards
CI Tools & Systems Integration:
Apply and coach advanced CI tools and systems (Kaizen events, Hoshin Kanri, CI loop design) Identify process engineering opportunities and support the business in designing and implementing improvements Design, adapt, and scale systems to embed CI behaviors across functions Collaborate with COE to evolve enterprise tool standards and integrate best practices into GBS Service Operations
Strategy Deployment & Performance Alignment:
Coach senior leaders on strategy deployment methods (X‑matrix, tiered metrics) Translate CI assessments into cross‑functional strategic priorities and performance levers Embed CI into planning and performance review cadences
Collaboration & Mentorship:
Lead cross‑functional CI forums and Communities of Practice Mentor other SLs and Change Agents, with the potential for line manager responsibilities Partner closely with Service Operations leaders to drive consistency and integration of CI practices
Experience & Skills
Proven success in CI leadership across large‑scale, federated organizations Experience in Group Insurance and/or Service Operations a plus Strong executive presence and ability to influence at VP/SVP level Deep knowledge of advanced CI tools and systems Skilled in facilitation, coaching, and strategic planning Familiarity with OEI, Shingo, or equivalent frameworks Leadership and change management experience Lean Six Sigma certification (Green Belt/Black Belt) strongly preferred Pay Transparency
Salary range: $116,000 - $166,000 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on experience, skills, qualifications, and job location. Employees may also be eligible to participate in an incentive program. Benefits
We provide a full package of benefits, including leave programs, adoption assistance, and student loan repayment programs. Our benefits are continuously refined to help you flourish inside and outside of work. Diversity Promise
We are committed to a diverse workforce and to inclusive talent practices. Our culture is built on the principles of equity, inclusion, and belonging.
#J-18808-Ljbffr