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Director - Client Communications Governance
NYLIFE Securities, Inc.
New York, NY, United States
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New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.
New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+ (Source: Individual independent rating agency commentary as of 8/1/17).
Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.
The Director– Client Communications Governance is a member of the Customer Service organization.
The Director– Client Communications Governance is responsible for managing the demand for new and changes to existing service-related client communications for the Insurance and Agency Group. This includes communications related to new product introductions, service transactions, and service enhancements. This individual is also responsible for managing and reporting on the communications inventory and roadmap and creating and adhering to a maintenance schedule for each communication. Central to this role is following the established governance process for communication requests, analysis, and prioritization. This also ensures message consistency within and across communication channels (e.g., print, electronic, mobile) and departments (e.g., Service and Marketing). This individual will lead a small team of professionals responsible for support of the governance process and will be accountable for their results.
The Director must be able to manage and maintain effective relationships across the company and be able to effectively delegate with and without authority. This position requires a strong Customer Service background, with an understanding of life insurance company operations, service organization structure, service strategies, insurance/annuity products, and distribution systems. A project management background is helpful, as all inputs and outputs into the governance process must be tracked through completion.
Primary Responsibilities:
• Leading a team of stakeholders from across the company in the analysis and vetting of the business case for requests for brand new or modifications to existing communications.
• Working with technology partners to secure resource estimates and recommended implementation dates. This involves collaboration with partners within and outside the Service organization to ensure an understanding of the impact and tradeoffs associated with each request in the context of other corporate strategies and initiatives.
• Tracking all requests and reporting progress to stakeholders and senior leadership.
• Facilitating all communications governance meetings and prioritization discussions with senior leadership.
• Respond to stakeholder inquiries regarding communications.
General Profile:
• Manages any professionals and/or other managers
• Is accountable for the performance and results of a team
• Adapts function/business strategy plans and policies to address service and/or operational challenges
• Decisions are guided by function and business plan; receives guidance from manager
• Provides guidance to employees, internal and external colleagues and/or customers, including senior leaders
Qualifications:
• Bachelor's Degree – Business discipline or relevant fields
• At least 5 years of relevant experience
• Leadership Skills - Keeps others motivated, resolves conflicts, is decisive, leads without authority
• Analytical Skills – Makes decisions based on on-going review of data that can affect the project
• Time Management – Multi-tasking and working on multiple priorities at once
• Technical Expertise: Requires advanced understanding of practices and procedures in own discipline and basic knowledge of other discipline
SF:LI-JM1