Long Term Care Operations Analyst #81846

Company: New York Life Insurance Company
Location: Austin
Posted on: January 17, 2020

Job Description:

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 . Key Responsibilities/You Will:Resolve escalated customer/agent complaints and issues regarding any LTC step/process via telephone, email, mail, etc. Track issues to completion and make strategic and operational recommendations to achieve targets and operational excellence. Develop and implement customer repair plan when required with transversal authority; Build relationships and mediate between customer and organization when necessary.Develop and execute an internal quality program for LTC Commissions; execute and submit monthly reports to appropriate internal parties. May frequently interact with NYL Agents and Field staff regarding LTC Commissions. Serve as back-up analyst to primary LTC Commissions specialist as neededIdentify opportunities to improve the service and performance of the Operations teams through insightful analysis of business metrics.Perform ad hoc requests to gather data, complete analysis, and prepare and present readouts as requested.Articulate and prioritize Operations-related requirements for change requests, requirements documents, proposals, process flow diagrams, etc.Engage with Operations management to identify problems, quantify, and improve the quality of workflows through data analysisResponsible for ensuring the development of procedures, workflows, communications, and training activities related to the implementation of change initiatives.Partner with internal colleagues and external business partners to understand current and desired states to spearhead initiatives for process improvements.Requirements/What You Need to Have to be Successful:Bachelor's degree required; may substitute 10+ years relative work experienceSuperior written and verbal communication skills; must be able to communicate to individual customers/consumers as well as present to business stakeholdersProficiency in MS Office software required; expert skills in Excel, Word and PowerPoint strongly preferredAbility to multitask and prioritize critical tasks and conflicting requirements with a high attention to detailAbility to use data visualization (tables, charts, graphs) to represent analyses to an executive audienceAbility to succinctly summarize key business findings and offer real world solutions to problemsAbility to connect the dots and run issues down to their optimal resolution; client-service oriented with an emphasis on innovation, creativity, and diligenceComfortable managing competing priorities and ambiguityAbility to effectively collaborate with technical and non-technical audiencesExperience using quantitative and qualitative analytical strategies to measure effectiveness of programs, processes and initiativesLTC experience a plusSF:LI-KH1 EOE M/F/D/V If 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) 576-5811. - provided by Dice

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