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

New York Life Insurance • Dallas, TX

3d • $107,000 - $153,000 • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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 .

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED