[Hiring] Business Unit CI Sustainability Leader - Service Operations @New York Life

Role Description

Ensure the sustainment of the Continuous Improvement (CI) Management System within a single function or department in Service Operations. Coach Tier 1–2 leaders (Team Leads and Directors) on foundational Continuous Improvement (CI) tools and systems. Focus on local execution, capability building, and continuous improvement to support annual performance targets and team-level transformation.

• Continuous Improvement (CI) Coaching & Capability Building:
  • Coach Tier 1–2 leaders on core CI tools (e.g., RCPS, standard work, visual management)
  • Build CI capabilities in individual teams to embed CI behaviors
  • Facilitate CI onboarding for new hires using standardized training materials
• Sustainability & Assessments:
  • Act as an assessor for Management System Assessments (MSAs)
  • Co-develop and support execution of 100-day plans tied to MSA outputs
  • Customize and apply CI tools to team-specific needs; conduct tool reviews with Tier 3 leaders
• Performance & Value Capture:
  • Support business teams to deliver 3–5% value creation through structured improvement initiatives
  • Assist with balanced scorecard metrics tracking at the team level
• Continuous Improvement (CI) Tools & Systems Integration:
  • Apply foundational CI tools across teams and ensure adoption through local coaching
  • Customize tools for team-level use while adhering to COE standards
• Strategy Deployment & Performance Alignment:
  • Align team-level goals with business scorecards using visual tools
  • Co-develop MSA-based improvement plans; support teams in tracking outcomes
• Collaboration & Mentorship:
  • Participate in the CI Community of Practice
  • May mentor newer SLs and Change Agents informally

Qualifications

• Deep knowledge of Continuous Improvement (CI) tools and systems and experience coaching others
• Familiarity with OEI, Shingo, or equivalent frameworks
• Experience/background in Group Insurance and/or Service Operations a plus
• Strong relationship building and ability to influence front-line and mid-level leaders
• Leadership and change management experience
• Lean Six Sigma certification (Green Belt/ Black Belt) preferred
• Proficient in Excel and PowerPoint

Requirements

• Salary Range: $75,000-$115,000
• Overtime eligible: Exempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No

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.