Location Designation: Hybrid - 3 days per week
Operations Strategy Senior Associate
Eagle Strategies LLC
Location: New York, NY (Hybrid)
Role Type: Full-time
Position Summary
The Operations Strategy Senior Associate will serve as a key strategic partner in shaping the future-state vision for Eagle Operations and Service. Working closely with senior leadership, this individual will support both strategy development and execution across initiatives focused on operating model design, workflow efficiency, service delivery, organizational scalability, and technology enablement. The role will help translate complex business needs into practical, scalable solutions, while also contributing to the workstreams, governance routines, and performance measures needed to drive measurable operational improvement and a stronger advisor support experience. This framing reflects Eagle’s documented focus on future-state service model design, workflow redesign, strategic operations, technology enablement, and broader operational excellence capabilities.
Key Responsibilities
Operating Model Strategy & Future-State Design
- Support the design and refinement of the future-state operating model for Eagle Operations and Service, including workflow redesign, service model evolution, and operational efficiency initiatives. These themes are directly reflected in Eagle’s workforce strategy and target operating model materials.
- Partner with business leaders to evaluate strategic decisions related to organizational design, service model responsibilities, scalability, and operating model alternatives across key operational functions. The target operating model materials explicitly discuss consolidation, differentiated service, operational excellence, and future-state structural decisions.
- Analyze current-state processes to identify pain points, inefficiencies, rework, and opportunities for process simplification, standardization, and scalability. The Eagle workforce strategy document explicitly highlights manual processing, backlogs, rework, unqueued work, service inefficiencies, and opportunities for automation and redesign.
Process Improvement & Execution
- Support cross-functional process improvement efforts aimed at improving turnaround times, reducing operational friction, and creating more consistent outcomes across the business. Eagle’s source materials repeatedly emphasize process efficiency, service quality, and scalable workflow design.
- Help translate strategic recommendations into practical implementation workstreams, measurable improvements, and sustainable operating disciplines. This reflects the documented need to move from future-state design into execution through workforce planning, workflow enhancement, and operational excellence.
- Contribute to initiatives across disciplines such as new account processing, service operations, licensing and affiliations, escalations, and financial planning operations, in support of broader operating efficiency and service improvement goals. Eagle’s current-state materials explicitly reference these functional areas.
Workforce Planning & Operational Scalability
- Support workforce and capacity planning efforts by assessing service demand, volume trends, staffing needs, and operational coverage considerations across key functions. Eagle’s workforce strategy materials explicitly discuss capacity modeling, FTE requirements, shift coverage, adherence, peak demand, and proactive workforce planning.
- Help evaluate operational scalability opportunities tied to staffing models, service segmentation, and the balance between specialized support and broader service coverage. Eagle’s future-state materials explicitly reference tiered servicing, differentiated service, and enabler-team capabilities such as workforce management and quality.
Technology Enablement & Workflow Improvement
- Support the definition and implementation of process and technology improvements, including workflow enhancements, automation opportunities, and service model enablement efforts. Eagle’s target-state materials explicitly reference CRM modernization, workflow evolution, integrated desktop capabilities, straight-through processing, and related technology enablers.
- Partner with cross-functional stakeholders to help translate business needs into practical process, workflow, and platform requirements that improve operational effectiveness and service outcomes. The source materials repeatedly describe the importance of enabling technology and workflow integration across service and operations.
Governance, Controls & Reporting
- Help establish governance routines, performance measures, and management reporting that improve visibility into initiative progress, operational health, and service outcomes. Eagle’s target operating model explicitly references operational excellence, compliance reporting, ops performance reporting, and related enabler functions.
- Support the design of future-state workflows and process improvements that are scalable, well-controlled, and aligned with audit, compliance, and supervisory expectations. Eagle’s workforce strategy specifically emphasizes quality control, supervisory review, risk mitigation, and low-error execution as critical design requirements.
- Develop analyses, presentations, and executive-ready materials that help senior leadership evaluate tradeoffs, track progress, and make informed decisions on key strategic initiatives. The prior NYL role template supports this emphasis on strong communication, presentations, and translating complex operational matters clearly.
Qualifications
- Bachelor’s degree or equivalent work experience.
- 4–7+ years of experience in strategy, operations, business transformation, process improvement, consulting, or a related role.
- Experience in wealth management, broker-dealer, registered investment adviser, custodial, or similarly regulated financial services environments strongly preferred. This aligns with the documented Eagle operating environment and the business/technical expectations reflected in prior NYL role materials.
- Strong analytical and problem-solving skills, including the ability to assess workflows, synthesize findings, and develop actionable recommendations.
- Experience supporting operating model design, service model strategy, business process improvement, or cross-functional transformation initiatives. These are core themes in the Eagle future-state and workforce strategy materials.
- Strong communication skills, including the ability to develop polished presentations, concise written recommendations, and executive-facing materials. The prior NYL template explicitly emphasizes evaluating and communicating technical content clearly and presenting to advisors, business partners, and management.
- Strong project management and organizational skills, with the ability to manage multiple priorities and move work forward in a structured way.
- High degree of judgment, initiative, and attention to detail.
- Proficiency in Excel and PowerPoint required; exposure to workflow, CRM, service, or operational platforms is a plus. Eagle’s internal materials document a workflow- and platform-intensive environment spanning BPM, CRM, servicing, and operational systems.
Preferred Qualifications
- Experience supporting service operations, operational excellence, workflow redesign, automation, or technology implementation efforts.
- Familiarity with service metrics, operating performance measures, capacity planning, or operational reporting. These are explicitly discussed in Eagle’s workforce and target-state materials.
- Experience working in complex, cross-functional environments that require coordination across operations, service, compliance, product, and technology partners. Eagle’s source materials reflect extensive coordination across these kinds of functions.
Why This Role Matters
This role is designed to help Eagle advance from current-state operational complexity toward a more scalable, efficient, and strategically aligned service model. Eagle’s enterprise materials describe an environment with growing service demand, complex workflows, specialized operational functions, and a clear need for future-state operating model design, process improvement, technology enablement, and stronger operational excellence capabilities. This position will play an important role in helping translate those priorities into practical, measurable progress.
Pay Transparency
Salary Range: $81,000-$115,500
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.
Our 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.
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 volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.
Job Requisition ID: 93556
