Manager, Proposal Support Operations (Remote, any state, US)

About the role

Location Designation: Fully Remote Business Unit Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-size and large companies. Our work fosters a healthier, happier and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement and support these solutions directly impacting customers' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits and life insurance solutions. Role Overview The Manager, Proposal Support Operations is responsible for leading a remote team supporting proposal and RFP operations within Group Insurance Sales. This role oversees proposal execution, team development, operational excellence, and cross-functional collaboration to ensure high-quality, compliant, and timely proposal submissions that support business growth objectives. The position plays a key role in driving consistency, process improvement, knowledge management, and operational scalability across the proposal support function. What You'll Do Lead & Develop the Team 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 Drive Proposal Quality & Execution 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 Build Expertise & Capability - Develop deep team knowledge of: o GBS products and value-add positioning o Compliance, contract standards, and client requirements o 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 Enable Process Excellence Train team on job aids, tools, and standard workflows - Ensure effective use of: o Project plans and tracking tools o 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 Partner Across the Business Collaborate with Sales, Underwriting, SMEs, Legal, and IT partners - Provide guidance on: o When and how to engage SMEs, Underwriting, and Sales o Escalating risks and resolving issues quickly Support alignment across stakeholders to drive winning outcomes What You'll Bring Required 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, servic