Corporate Vice President, Research and Resolution Team

New York Life • Dallas, TX

13d • Hybrid

About The Position

The Customer Advocacy Complaints Team supports the Service Experience Value Stream through complaint review for life, variable, and annuity products, as well as select horizontal teams including Product Interviews/Onboarding, Suitability, and the Regulation 60 unit. The Research and Resolution team manages customer and agent escalations through to completion, including direct communication on outcomes. This role also oversees the In-Force Illustrations team, responsible for delivering policy illustrations for agents. Role Overview:The Corporate Vice President must demonstrate strong leadership; deep product and process knowledge; strong problem-solving, conflict-resolution, and communication skills; and a continuous improvement, customer- and agent-centric mindset. The CVP will guide Senior Associates in resolution strategy, represent the team to senior leadership, review and approve complaints, and oversee team performance. The leader will also prepare and present strategic insights and trend analyses to drive customer experience enhancements. We are seeking a dynamic, experienced leader who ensures operational excellence, regulatory compliance, and superior customer experience through effective team and process management.

Requirements

• Minimum 3 years of management experience, preferably in a call center or service environment.
• Must hold or obtain within one year a Series 6 or 7, and subsequently a Series 24 or 26.
• Proven ability to lead and motivate teams, set clear expectations, delegate effectively, and guide resolution of complex cases while fostering development opportunities.
• Strong communication skills with the ability to deliver clear executive summaries, explain findings to stakeholders, and translate complaint insights into compelling narratives.
• Demonstrated empathy in customer and agent interactions and active listening in evaluating complaint root causes.
• Strong institutional knowledge of products, service teams, and supporting functions, with proficiency in Microsoft applications including SharePoint.
• Ability to analyze complex situations, apply predictive analytics to identify trends and prevent escalations, and implement innovative resolution strategies using cross-functional partnership.
• Growth mindset with focus on understanding customer needs, influencing process enhancements, and leveraging industry and internal trends.
• Proven ability to lead large teams and drive cultural change.

Responsibilities

• Strategic Leadership: Develop and execute strategies for complaint resolution, research and resolution accuracy, and in-force illustration processes. Align departmental objectives with corporate goals to drive efficiency and customer satisfaction.
• Operational Oversight: Lead cross-functional teams responsible for complaints, escalations, research and resolution, and illustration accuracy. Ensure compliance with regulatory requirements and internal policies. Oversee timely, comprehensive responses to all issues raised in complaints and escalations in alignment with OKRs.
• Process Improvement: Champion a continuous improvement culture; identify opportunities for automation and process optimization. Implement best practices to improve data integrity and cycle-time performance.
• Stakeholder Engagement: Partner with senior leadership, Legal, Compliance, and Product teams to address systemic issues. Serve as liaison for escalated matters and regulatory inquiries. Lead quarterly leadership discussions on complaint and escalation results.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees