AVP, Business Transformation Leader - Institutional Division

Pacific Life•Newport Beach, CA

8d•$250,000 - $270,000•Hybrid

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a forward-thinking and experienced AVP, Business Transformation Leader to join our Institutional Retirement Division in Newport Beach, CA or Omaha, NE. You'll lead a multi-year modernization agenda focused on scaling our division for continued growth, operational excellence, and an even stronger customer experience. You’ll move us forward by evolving and strengthening our operating model to support continued growth, greater scalability, and an exceptional customer and annuitant experience. In close partnership with technology, you will lead division-wide transformation across our business lines and will architect and advance the next phase of our operating model that empowers our service teams to deliver exceptional customer experiences. You will lead strategic efforts to simplify processes, leverage automation and AI, and enable digital-first service delivery, ensuring our operating model is equipped to meet both today’s demands and tomorrow’s opportunities.

Requirements

10+ years in transformation leadership within financial services, insurance, asset management, with Defined Benefit (DB) or Defined Contribution (DC) retirement experience
Proven success leading complex, cross-functional transformation programs, spanning operations, technology, data, and third-party/vendor ecosystems
Demonstrated ability to lead large-scale change in environments with strong governance, controls, and regulatory oversight; change management, process modernization at scale, partnering with cross-functional leaders, etc.
Solid understanding of defined benefit and defined contribution retirement ecosystem including new business, Inforce, customer service and operations
Exceptional leadership and communication skills with strong ability to influence and align cross-functional teams
Experience establishing KPIs, managing portfolio health, and driving accountability through program governance
Strategic thinker with a bias for action and continuous improvement
Experience transforming or managing BPO/outsourcing operating models and vendor performance frameworks
Ability to translate strategy into actionable roadmaps and measurable outcomes
Experience operating in highly regulated environments with strong controls and governance expectations
Bachelor's or master’s degree in business, Operations Management, or a related field (or equivalent experience)

Nice To Haves

MBA
Certifications or experiences in Program Management (e.g., PMP) and Change Management (e.g., PROSCI) and/or Lean (e.g., CLSSS)

Responsibilities

Drive division-wide change across operations, technology, data, and vendor ecosystems to improve competitiveness, efficiency, resilience, and customer experience as the business continues to grow.
Architect and deliver the next-generation operating model for the Institutional Division
Establish clear transformation success metrics tied to business performance and customer outcomes
Lead a matrixed team of internal and external analysts dedicated to supporting transformation efforts
Partner closely with business leaders in Operations, Technology, Product to develop, communicate and execute a transformation roadmap, including future service models and technology needs, aligned to the division’s growth strategy, with a focus on scalability, modernization, and operational excellence
Understand and account for interdependencies and complexities amongst Transformation and Running of the Day to Day, as well as dependent initiatives
Partner with a technology leader in a “two-in-a-box” model to align operational priorities and outcomes and create scalable execution through disciplined program management
Advance end-to-end process modernization across the value chain, standardizing and simplifying where possible, ensuring alignment with strategic objectives and timely execution to support future growth
Implement scalable processes and controls that support increased volume, product expansion, and regulatory complexity
Coordinate vendor transformation initiatives to ensure alignment with modernization goals and delivery commitments
Champion automation, workflow orchestration, and data-driven decisioning to reduce manual effort, improve cycle times, and free capacity for higher-value work
Regularly reassess and adjust program plans and timelines to meet evolving business needs
Establish transformation KPIs and governance to ensure transparency, accountability, and measurable, sustainable outcomes.
Champion the development and execution of the Change Management strategy
Promote excellence in portfolio and program management across the team
Build and lead high-performing, cross-functional teams focused on operational readiness of new operating model, while ensuring adoption of new model
Foster a culture of agility, engagement, and collaboration