Note: The job is a remote job and is open to candidates in USA. New York Life is a leading insurance company dedicated to providing financial security and peace of mind. The Manager, Proposal Support Operations will lead a remote team to oversee proposal execution and drive operational excellence, ensuring high-quality submissions that align with business growth objectives.
Responsibilities
- Own new hire onboarding, training, and continuous development
- Coach team members on how to effectively communicate the GBS story and value proposition through responses to questionnaires
- Provide ongoing feedback, mentoring, and performance guidance
- Foster a collaborative, accountable, and high-performing team environment
- Create an environment focused on continuous improvement, knowledge sharing, and operational excellence
- Support career development and succession planning across the team
- Manage team workflow, prioritization, and resource allocation to support service delivery and quality expectations
- Monitor team performance and provide coaching to drive consistency, accountability, and operational excellence
- Oversee the end-to-end proposal process, from intake to final submission
- Ensure proposals are accurate, compliant, and aligned with sales strategy
- Review the Final Proposal Package
- Provide guidance, oversight, and escalation support for complex and high-priority proposal opportunities
- Monitor and drive team performance metrics including quality, turnaround time, SLA adherence, and finalist outcomes
- Identify trends, risks, and process gaps and implement improvement plans to enhance proposal effectiveness
- Support adoption of operational governance and reporting standards across the RFP function
- Develop deep team knowledge of: GBS products and value-add positioning, Compliance, contract standards, and client requirements, Responses to product, bidding entity, and security-related questions
- Coach team on handling Data Processing Agreements, Master Service Agreements, compliance, and client/prospect inquiries
- Reinforce adherence to approved content standards, response guidelines, and proposal best practices
- Identify outdated or inconsistent content and escalate improvement opportunities to leadership
- Support team adoption and effective use of proposal content libraries and knowledge management tools
- Train team on job aids, tools, and standard workflows
- Ensure effective use of: Project plans and tracking tools, Content libraries and proposal systems
- Guide team on where to go for support (IT, SMEs, Underwriting, Sales)
- Drive operational consistency, proposal efficiency, and quality outcomes
- Execute bi-weekly Process Confirmations on standard work
- Support implementation and adoption of proposal technologies, workflow tools and automation initiatives
- Champion continuous improvement and operational transformation efforts across the RFP function
- Reinforce adherence to standard operating procedures, workflows, and quality expectations
- Identify process gaps and escalate improvement opportunities to leadership
- Collaborate with Sales, Underwriting, SMEs, Legal, and IT partners
- Provide guidance on: When and how to engage SMEs, Underwriting, and Sales, Escalating risks and resolving issues quickly
- Support alignment across stakeholders to drive winning outcomes
Skills
- Bachelor's degree or equivalent combination of education and relevant experience preferred
- 5+ years of experience in RFP, proposal management, underwriting operations, sales support, or related operational leadership roles
- 2+ years of people leadership experience with demonstrated success coaching, developing, and elevating team performance
- Strong knowledge of RFP/RFI lifecycle management, proposal strategy, and questionnaire response development
- Experience supporting complex Group Benefits products and understanding of underwriting, compliance, security questionnaires, and contractual requirements
- Proven ability to lead in a fast-paced, high-volume environment while balancing quality, service, and deadlines
- Experience working within Group Benefits, insurance, or employee benefits environments
- Familiarity with proposal automation tools, content management systems, or workflow technologies
- Strong operational improvement, change management, and process optimization experience
- Excellent communication, stakeholder management, and cross-functional collaboration skills
Benefits
- Overtime eligible: Exempt
- Discretionary bonus eligible: Yes
- Sales bonus eligible: No
- Employees are eligible for an annual discretionary bonus
- Employees may also be eligible to participate in an incentive program
- 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
Company Overview