Spotlight on our people
Meet Becca, our Service Strategic Enablement Team Lead
As we continue to focus on delivering service excellence, Becca is helping to lead the way in identifying and enabling new ways to deliver consistent, quality service to all who rely on us.
With nearly 25 years of experience, Becca brings a wealth of knowledge to our Service Strategy and Planning team, much of which she gained through holding a variety of positions within quality assurance and process improvement.
What is a typical day like in your role? Can you walk us through a few key tasks or responsibilities?
A lot of what I’m working on now focuses on new large initiatives that we have put in place to deliver even greater service to our producers, clients and customers. With the help of a talented team of professionals, I assist in identifying service improvement opportunities and work to scope and implement new ways to further enhance our service across the organization.
One initiative that I am especially excited about is our Talent Assignment Program, where we are looking at the best, most effective ways to leverage the talents and skills of our team. I work to help redeploy the talent of our people into a variety of special projects that will ultimately help us deliver better service. Not only does it help us with the continuous improvement of our service, but it offers a great opportunity for our people to learn new skills and try out new roles.
There are so many great initiatives that I get to be involved in and no two days are the same, which is one of many reasons I love my job.
What are some of the biggest challenges you face in your work?
One of the biggest personal challenges I face in my role is managing a range of deliverables while often needing to pivot and prioritize. The team does a great job of identifying ways we can further enhance our service. What I need to do is help make sure we’re prioritizing the things that are going to deliver the greatest value to our clients and customers and then build a plan to put strategy into action. I’m always working on ways to better manage our projects and the time and resources of our talented team to make sure we’re optimizing our success.
What are the most rewarding aspects of your job?
The most rewarding aspect of my job is the opportunity to continuously expand my network and collaborate with various teams across our organization. I’m trusted to make impactful decisions and develop processes and programs that enhance our service. Working on a wide range of initiatives that span multiple functions allows me to gain exposure to all different areas of the business, and I'm constantly learning something new.
What do you anticipate for the future of your role and New York Life Group Benefit Solutions?
I’m excited to expand our Service Strategic Enablement function and to continue to help identify and execute new ways to enhance our service. A significant focus for our team will be helping to develop and deploy a long-term service strategy, that identifies future ways to create a best-in-class service organization and meet the ongoing service needs of our customers.
SMRU 7272071 Exp 11.07.2026