Your Interactive Guide to FB Operations & Shared Services

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Foundational Business Operations & Shared Services is a collective of highly skilled teams that work together to deliver value-add services and products, tactical support, and strategic guidance across the Value Streams of the Foundational Business.

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is to be the best at doing the things that help the Foundational Business operate more efficiently and effectively.

Our Vision

make our Vision come to life and enable us to fulfill our Mission. Click the +INFO button below to learn more.

is to design, build, and operate solutions, experiences, and partnerships that drive value for the Foundational Business.

Our Mission

Our Strategies

Vision | Mission | Strategies

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Our Team

Will Colon

COO & Head of FBOperations & Shared Services

Phil Sabo

Data & Analytics

Juliet Davis

Compliance/Risk/Quality

Dave Sweet

Vendor Management

Kristin Galbraith

Financial Education & Wellness

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Mary Anne Martucci

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Portfolio Management

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Mitia Choudhury

Portfolio Management

Hassan Qureshi

Expense Management, Intelligent Automation & BPI

James Scott

Business Analysis &Change Management

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Todd Johnston

Core System Modernization

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Our Services

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Our Services

We offer a wide range of services to meet your needs. Whether it's a new project or ongoing support, we can help you reach your goals.

Our Services

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Vendor Management

Managing suppliers and controlling costs

Risk Management

Monitoring exposure and mitigating loss

Quality Reviews

Verifying services meet expectations

Portfolio Management

Delivering strategic projects and objectives

Change Management

Helping the organization learn and adapt

Compliance

Making sure regulations are followed and filing products

Data and Analytics

Mining information and finding trends

Business Analysis

Defining needs and recommending solutions

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FBOSS_Intake@newyorklife.com

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Will Colon is an experienced senior leader with an impressive track record of transforming operations and business units, assembling successful teams, conducting strategic planning, and finalizing complex deal architecture and negotiations. He creates a compelling vision, influences global teams on strategy, and executes against objectives for bottom-line results. As a senior executive, he is humble, hands-on, and collaborative which has earned him the reputation of being a leader people want to follow.

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A graduate of the University of Houston, Hassan holds a degree in Computer Science and Mathematics. Since joining NYL in 2014, he's focused on establishing knowledge management as a capability and developing core solutions for NYL’s collaboration platforms; he is currently managing the Core System Modernization program.Hassan enjoys traveling with his wife and coaching his two sons' soccer teams.

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It means we’re the team that always works smarter and produces results faster. It means we manage costs, work efficiently, capitalize on economies of scale, reduce risk, and minimize redundancies. It means that when we excel, the Foundational Business does, too.

What it means to us

Taking a closer look at our Vision

Transaction Quality Control: Making sure that transactions are processed correctly drives customer confidence and satisfaction. We check for things like accuracy and completeness, but we also provide guidance to help ensure learning from mistakes and constant improvement.Process Reviews: Understanding a process from start to finish is crucial to providing comprehensive quality reviews. We'll review your procedures to see if they're aligned to your processes, and assess both for any potential risk exposure while we're at it.Issue Remediation & Testing: At times processes and procedures need to be fine-tuned. If you have an action plan, we'll test the items that needed an adjustment to make certain everything is running as expected and all the items were appropriately addressed.

Quality Review Services

Oversight & Guidance: In today's environment, potential risks and vulnerabilities seem to be around every corner. Our experts provide decision-makers guidance by delivering risk mitigation strategies, oversight and recommendations, and actionable insights that help them tackle their business risks more effectively. Issue & Risk Event Management: Identifying gaps in processes or controls is vital in preventing risk events from happening in the first place. If one does happen, we'll partner with you to closely manage the clean-up and reinforce your processes to make certain your controls are in place and working as expected. Fraud Protection: Our fraud protection service is a critical defense against the ever-evolving backdrop of scamming activities. By proactively identifying fraud and implementing preventive safeguards, we’ll partner with you to protect NYL’s reputation and maintain our customers' and agents’ trust.

Risk Management Services

Let us help you bring it to life!

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With our unique combination of skills and disciplines, Foundational Business Operations & Shared Services is a one-stop shop for all of your project, program, and initiative needs. With our broad view of the NYL business and our ability to execute and deliver, we work closely with NYL's Value Streams, business units, functional teams, and business partners to provide a best-in-class experience.

Our team understands that emphasizing what's wrong won't help you meet your goals. We'll succeed together—not because we look for the logical flaws but because we see the most possibilities.

Married with two daughters, Juliet started her career with New York Life in the New York City Home Office. After a few years, she joined NYL's Long-Term Care team in Austin, Texas.Juliet and her team are responsible for a variety of functions including product, form and marketing filings, operational and regulatory compliance, risk management oversight, and quality across NYL's Value Streams.

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Regulatory Research & Adherence: Staying ahead of state and federal regulation changes isn't easy. That's why our team of specialists will carefully review them to find out what their impact is on your business. They'll work closely with you to identify the right implementation approach and follow up to make sure it's working.Internal & External Exam Support: If you're facing an internal review or external market conduct exam, we can help! Our team will partner with you each step of the way to make sure you're in compliance with laws and regulations or help you come up with a remediation plan if you're a little off.State-Mandated Form Implementation: When it comes to state-approved forms, things change. These changes can be complex, time-consuming, or even hard to understand. Our experts will review and analyze the changes and manage the implementation to make sure the correct forms are being used.Product Filing: Whether it’s filing a new product or updating an existing one, our team has the expertise to prepare and submit the filings and the relationships with regulators to follow up and get your filings approved. We'll also maintain the filings we've done in our repository.Other Product-Related Filing: Sometimes there are other product-related projects that need to be filed. They can be things like actuarial or finance-related filings, annual certifications, etc. We'll work with you and give you the support you need to ensure those projects are filed quickly and accurately.

Operational Compliance & Product Filing Services

Having lived mainly in the Northeastern part of the United States, Mitia, her husband, and two sons now call Austin, Texas home.Mitia currently leads a team of program and project managers as well as a number of individuals responsible for quality and business user acceptance testing. She loves to bake custom cakes for special occasions in her spare time.

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Project Planning: Our Project Managers will put together a detailed plan that lays out the steps and resources needed to achieve your project's objectives, including outlining the scope, establishing a timeline, assigning tasks and resources, and setting up a budget.Project Execution: During this phase, your Project Manager will kick off work on the project and provide oversight by ensuring perquisites are satisfied, accounting for dependencies, holding status meetings, and making sure the project stays on track.Project Management & Governance: Our Project Managers are actively involved in the day-to-day aspects of each project. They also contribute to the governance of a project by making sure stakeholders are informed of progress, decisions are made, and team members remain accountable.Resourcing Guidance: Our Project Managers will work closely with stakeholders to identify and align key roles and resources—all with the goal of making sure the project is appropriately staffed and successfully delivered on time and on budget.Business Outcomes Management: By working with you to develop tools and processes that measure the outcomes of your project, our Project Managers help ensure that the solution delivers its expected value.Business User Acceptance Testing (UAT): Our UAT experts develop comprehensive test strategies and work with business users to verify the quality of new software. Test cases are carefully designed to minimize risk and decrease unexpected bugs. We’ll also assist in performing validations to ensure new applications can handle real-world scenarios.

Portfolio Management Services

It means everyone has a role—whether it’s developing and monitoring new technologies, managing and improving our agents' and clients’ experiences, or forming meaningful connections by collaborating with colleagues—everyone on the team is important.

What it means to us

Taking a closer look at our Mission

Born and raised in Minnesota, Dave and his wife currently call Connecticut home. Having spent over 30 years with New York Life, Dave is currently responsible for the team that handles strategic partnerships and vendor management for the Company, with oversight of nearly 150 vendors.Before this, he worked closely with the Company's agents and staff in the Field.

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With over 25 years of experience in financial services, Phil and his team currently have responsibility for providing operational reporting and curated report-ready datasets across all of NYL's Value Streams.Phil also oversees app development, application support, and data analysis.He is a CPA and holds degrees in accounting and management information systems.

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Change Management Consulting: Change initiatives impact the business in a variety of ways. Our Change Management Consulting services support stakeholders and business teams in understanding where investments in Change Management and Organizational Readiness should be made.

Change Management Consulting Services

A certified Scaled Agile Frameworks (SAFe) Program Consultant, Mary Anne currently oversees a team of project and program managers who focus on delivery excellence. With over 20 years of experience building and leading program management offices for multiple insurance companies, she views collaboration as key to solving business challenges.She is an avid diver whose dream dive is the Great Barrier Reef.

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• Managing our talent, resources, and expenses effectively so that we become more flexible, agile, and resilient.

• Executing the strategic objectives of the Foundational Business to deliver holistic advice and guidance, continue to pursue growth in target markets, improve Field productivity, provide seamless and integrated experiences, and improve operational efficiency.
• Leveraging the capabilities of our organization to execute deliverables skillfully and quickly across the Value Streams of the Foundational Business.

We'll achieve our Mission by

Taking a closer look at our strategies

Data Collection: Using a variety of sources, we'll collect data to help you detect patterns and identify relationships. Our team can help you get the information you need to make informed decisions, improve your products or services, and conduct research.Data Analysis: Our Data Analysis service allows you to get your data organized, evaluated, and presented back to you. And, we do it in a way that makes it easy for you to review the results, understand them, and take action—helping you operate more efficiently.Data Visualization & Reporting: Our team can take your data and present it visually, helping to make it more accessible and understandable to a wider audience. We can also design and produce reports and dashboards to help you with your day-to-day business activities.Rapid In-House Tooling: There’s not much technology can’t do these days. We’ll work with you to quickly design and deploy a solution based on your requirements, and then provide ongoing support by adding new features and improving the usability of your application.

Data and Analytics Services

Married with three children, Todd has a military background and has spent over 25 years in operations, sponsoring and leading digital and data transformations.Todd currently leads NYL's Core System Modernization efforts to replace its retail life policy administration system and other transformation projects within the Service Experience Value Stream.He also serves on the board of a national suicide prevention lifeline partner.

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Vendor/Partner Search: Finding the right Vendor/Business Partner isn’t always easy. Our team of Vendor Management experts works closely with you to understand your business needs and objectives in order to search for the best possible Vendor/Business Partner.Vendor/Partner Recommendations: After carefully reviewing potential Vendor/Business Partner proposals, we’ll provide you with a recommendation. Once you've decided, we’ll help you complete the next steps with Procurement, Risk, and identifying the right Project Manager.Contract Development & Negotiation: Controlling costs, risks, and ensuring services satisfy the business need is part of what we offer as part of this service. We work closely with internal teams, including Corporate Legal, to obtain a signed contract everyone is pleased with.Service Implementation: Once the contract is signed, we’ll collaborate with you, the Project Manager, and the Vendor/Business Partner to implement and make certain their services are delivered as promised.Vendor/Partner Governance: We’ll meet regularly with the Vendor/Business Partner to review their performance, drive continuous improvement, and develop action plans if standards aren’t met. We’ll also review and pay invoices, so you don’t have to. If a Vendor/Business Partner isn’t meeting expectations, we’ll help you end the relationship and look for a replacement.Future Opportunity Identification: During the life of the contract, we’ll help you identify other opportunities your Vendor/Business Partner offers that could be leveraged to provide additional service(s) and value to the organization.

Vendor Management Services

What we bring to the table.

Simply put, Foundational Business Operations & Shared Services provides world-class tactical support and strategic guidance to NYL's Value Streams and Foundational Business. Our big-picture view of the NYL business along with our unique blend of multi-disciplinary skills allows us to extend the solutions, experiences, and services we provide across all of New York Life's Value Streams.By bringing together duplicated services under the Foundational Business Operations & Shared Services

umbrella, we're able to deliver using consistent processes and performance standards.

Kristin is responsible for program management of the Cross Channel Strategy and Business Development (CSBD) business unit, which is focused on scaled, corporate-led opportunities to drive accelerated growth by creating value-added services and programs for NYL’s strategic business channels.When she's not busy working, Kristin and her husband Jimmy enjoy escaping to the beach—especially the Outer Banks in North Carolina.

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Married with a daughter, James has lived in Austin, Texas all of his life. With 25+ years of industry experience, James currently leads a team of Business Analysts who work to ensure the business perspective on key programs and initiatives is fully accounted for in the end solution—including impacts to people, processes, and systems.His hobbies include hunting and fishing and spending time with friends.

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Impact Assessment & Sizing - Ideation: Having a skilled Business Analyst perform an Impact Assessment when ideas are in their earliest stages helps ensure business leaders understand the scope and effort involved when evaluating the value of their initiative, project, or program.Impact Assessment & Sizing - Initiation: When it's time to start work, our Business Analysts will refresh the Impact Assessment—improving planning outcomes, clarifying scope, and contributing to the key messaging of the project.Business Requirements: Our Business Analysts document all the business needs, including objectives, success criteria, and out-of-scope items, to provide a complete picture of the project and to enable technology teams to finalize their solution and execution plans.High-Level Solutioning Support: Making certain that the needs of all stakeholders are adequately considered in the scope of a project is key. Our Business Analysts provide support by defining the high-level solution from a stakeholder perspective.Governance Support: Our Business Analysts advocate for project stakeholders by participating in governance activities and making sure that suggested changes are consistent with the business requirements across all impacted systems.Problem Analysis & Solutioning: There are challenges when implementing any project. That's why our Business Analysts provide problem analysis and solution services, assisting stakeholders to identify both the problem and potential solutions.

Business Analysis Services