Corporate Vice President, Strategy & Planning - Service Operations Delivery Lead

New York Life • New York, NY

3d • Remote

About The Position

The Corporate Vice President (CVP), Service Operations Delivery Lead is accountable for the execution and delivery of approved initiatives across the GBS Service Operations division, ensuring initiatives move from approval to successful implementation and user adoption. This role is accountable for translating strategic priorities into actionable initiatives, aligning work across all initiatives including technology and portfolio-funded efforts, and ensuring disciplined execution that delivers measurable business outcomes. This leader oversees the Experience Owner (EO) function and team, and partners closely with Senior Experience Owners (Sr. EOs), Operations leaders, and shared services to ensure strategy, planning, delivery, and adoption operate as a single, integrated continuum.
This role partners closely with both the Business and Technology, with a scope of driving divisional strategic priorities across people, process, data, technology, and operating model changes. The CVP serves as a trusted advisor to leadership, helping shape strategy, manage priorities, and ensure execution stays focused on what matters most.

Requirements

• Bachelor’s degree in Business, Management, or related field; advanced degree preferred.
• 10+ years of experience in strategy, operations leadership, enterprise planning, or large-scale initiative execution within financial services or insurance.
• Proven ability to lead complex, cross-functional initiatives spanning business and technology.
• Strong experience translating strategy into execution with measurable outcomes.
• Exceptional facilitation, prioritization, and stakeholder management skills.
• Strong executive communication and storytelling capability.

Nice To Haves

• Familiarity with Agile delivery environments and portfolio governance; Agile certification preferred but not required.
• Experience or exposure to problem-solving and continuous improvement methodologies (e.g., Six Sigma, Lean, or similar) preferred.

Responsibilities

• Translate Service Operations and GBS strategic priorities into clear initiatives, milestones, success measures, and KPIs.
• Lead and coordinate all major initiatives across the GBS Service Operations division, including but not limited to portfolio-funded, technology-enabled, and business-led efforts.
• Support the overall intake, prioritization, and ongoing refinement of strategic initiatives—ensuring focus, sequencing, and capacity alignment.
• Monitor progress and outcomes across initiatives, providing transparent reporting on performance, risks, and interdependencies.
• Support and help drive transformation initiatives such as digitization, data & analytics, AI enablement, operating model evolution, and new capability development.
• Act as a trusted advisor to senior leaders by framing strategic options, trade-offs, and recommendations.
• Lead and mentor a centralized team of Experience Owners (EOs) who partner with business and technology teams to drive planning, delivery, and adoption.
• Clarify and reinforce EO and Sr. EO roles, with EOs straddling both planning and delivery and Sr. EOs accountable for sustained adoption and outcomes within functional areas.
• Maintain dotted-line oversight of Sr. EOs to ensure alignment, shared accountability, and consistent use of planning rhythms, tools, and success metrics.
• Foster a culture of enterprise thinking, collaboration, transparency, and continuous improvement.
• Drive initiatives from concept through execution by establishing clear ownership, readiness plans, and success criteria.
• Coordinate delivery across business, technology, and shared services, ensuring dependencies, sequencing, and milestones are aligned and actively managed.
• Serve as a key connector between strategy, execution, and technology enablement, ensuring technology work is driven by business priorities and fully integrated into business workflows and operating models.
• Partner with Operations leaders, IT Program and Portfolio Managers, and shared services to ensure process, data, reporting, training, and communications readiness.
• Facilitate and support Agile planning and delivery rhythms (e.g., PI Planning, readiness checkpoints) where applicable, without limiting scope to technology initiatives.
• Track delivery effectiveness and business outcomes, including adoption, value realization, and operational impact.
• Lead post-implementation reviews and hypercare activities, incorporating lessons learned into future planning and delivery cycles.
• Provide oversight of change management and adoption strategies for priority initiatives
• Ensure communications, training, and stakeholder engagement plans are coordinated and executed effectively.
• Develop and deliver executive-level materials, including strategy updates, performance dashboards, risk insights, and recommendations.
• Build and maintain strong relationships across lines of business, shared services, and external partners.
• Champion a culture of continuous improvement, innovation, and accountability.

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: Executive