Service Operations - Platinum & Operations Service Teams - Corporate Vice President - 93286

Location Designation: Hybrid - 3 days per week
Corporate Vice President, Service Operations - Platinum & Operations Service Teams
Overview
Platinum Service is responsible for providing outstanding service to New York Life's most high-profile agents, including Cabinet agents and Advisory Board of Director (ABD) agents. The Corporate Vice President (CVP), has enterprise-level responsibility for both the Platinum Service Team and a non-Platinum Operations Service Team, ensuring consistent, high-quality service delivery across multiple products and service models.
The CVP will lead through managers, who directly oversee senior representatives and senior associates. This role is accountable for strategic leadership, operational excellence, talent development, and continuous improvement across teams supporting Life Fixed, Variable Annuities and Annuity New Business.
This role requires a strong on-site leadership presence and active participation in New York Life's Continuous Improvement (CI) program, with demonstrated application of CI behaviors and tools following training.
What you'll do:
Strategic & Operational Leadership

• Provide executive oversight for the Platinum Service Team and a non-Platinum Operations Service Team, ensuring service excellence, consistency, and alignment with enterprise goals.
• Lead, coach, and develop managers who directly manage call and service teams across multiple locations, including remote sites.
• In consultation with designated Officers, establish and oversee workforce strategies, capacity planning, and staffing models to ensure work is completed accurately, efficiently, and within established service standards.
• Monitor operational performance through management control reports, workflow tools, and quality metrics; ensure accountability and timely remediation of issues.
• Maintain and govern Platinum roster and qualification processes with rigor and transparency, preserving the integrity and prestige of the Platinum Service designation.
• Advise senior leaders on the future-state operating models, balancing service excellence, scalability, and brand differentiation.

Agent & Field Partnership

• Serve as senior liaison with Managing Partners, Field Service partners, and Platinum agents to support complex service needs and escalations.
• Partner with Platinum agents and their staff/teams to address and remediate highly complex, sensitive, and high-impact cases.
• Ensure strong, trusted relationships are developed with internal and external stakeholders to drive service enhancements and operational refinements.
• Reinforce Platinum Service's brand as a differentiator for New York Life.

People Leadership & Talent Development

• Foster a positive, inclusive, and high-performance culture through effective leadership and clear expectations.
• Guide managers in employee development, coaching, mentoring, and succession planning.
• Oversee performance management processes, including goal setting, quality standards, and professional development planning.
• Champion leadership behaviors that motivate, inspire, and retain top talent.

Quality, Risk & Governance

• Ensure consistent quality review processes are in place across teams, with a focus on accuracy, compliance, and risk mitigation.
• Provide executive oversight of escalations, process exceptions, and work-related issues.
• Handle or oversee special projects, including Office of General Counsel, Corporate Compliance requests, and other enterprise initiatives as assigned by Officers.

Continuous Improvement & Change Leadership

• Actively participate in New York Life's Continuous Improvement (CI) program and demonstrate sustained use of CI tools and behaviors after training.
• Identify opportunities to improve processes, reduce error rates, increase efficiency, and enhance the agent and customer experience.
• Partner with peers and cross-site leaders to address systemic production, process, and technology issues.
• Collaborate with technology, product, and operations partners on system testing, enhancements, and implementation of new products or procedures.
• Ensure managers and teams are informed, trained, and prepared for changes related to new products, systems, and procedures.

What You'll Bring:
Required

• Bachelor's degree preferred; High School Diploma or GED required.
• Extensive Traditional Life experience required; Fixed and/or Variable Annuity experience strongly encouraged.
• Prior people leadership experience required, including managing managers and leading multi-team operations.
• Demonstrated success in motivating, developing, and leading leaders and teams.
• Strong strategic thinking, analytical, and problem-solving skills, with the ability to address complex agent and operational issues.
• Proven ability to apply sound judgment, negotiate non-standard solutions, and present recommendations to senior leadership.
• Strong written and verbal communication skills.
• High level of accountability, ethical judgment, and decision-making capability.
• Ability to forecast future operational needs and recommend policy or process changes with broad organizational impact.

Preferred

• Broad knowledge of insurance and investment products; Annuity New Business experience included but not a primary focus.
• Series 7/24 or Series 6/26 preferred but not required.

Work Arrangement & Schedule

• Full-time position, Monday through Friday.
• On-site presence required Tuesday through Thursday at the designated Service Center.
• Remote work on Mondays and Fridays.
• Candidates should be flexible to work between 8:00 AM - 6:00 PM as business needs require.

Pay Transparency
Salary Range: $107,000-$153,000
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 hereto 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: 93286