Corporate Vice President, Senior Director Operations - Client Growth and Retention

 

Location Designation: Hybrid - 3 days per week 

 

 

 

Role Overview:

New York Life has formed a new Client Growth and Retention business team to accelerate enterprise growth by developing and operating programs that help access new pools of customers, as well as programs that deepen customer relationships/ retention.

New York Life is hiring a Senior Director, Operations for this Client Growth and Retention team. As the Operations Leader, you’ll design and implement the operational plans and processes that enable scalable and efficient delivery of client acquisition and retention programs. The ideal candidate will have a proven track record of leadership in operations, a bias for finding agile and nimble solutions, and have a flexible work style to support a variety of operations functions.

 

What You’ll Do:

Functional responsibilities:

• Lead a team of associates responsible for providing operations and program management support for various client growth and retention programs
• Develop, implement, and manage operational plans in support of Go-To-Market strategies for various programs
• Establish and maintain key operational processes/ Standard Operating Procedures, and Business Continuity Plans
• Oversee set-up of clients for select programs
• Develop and implement customer service policies and procedures to standardize and improve service delivery for key programs. Manage customer service and resolve customer issues.
• Interface with key external partners/ vendors who support key product offerings – to set up operational infrastructure, manage ongoing service delivery, and to resolve any customer service issues,
• Partner with Legal, Compliance, Risk to ensure all business operations, processes, and documentation adheres to key regulations and NYL requirements
• Provide program-management support for key initiatives

 

 

What You’ll Bring:

You are a strong fit for this role if you have:

• Bachelor’s degree and/or equivalent experience
• 10+ years of experience required in Operations or Customer Service leadership roles (financial services, insurance, workplace and B2B2C market)
• Experience in developing operational and process infrastructure for new products and new business ventures
• Experience managing or building customer service processes focused on efficiency and automation, commitment to ensuring excellent customer experience and accurate record-keeping to capture analytics and trends
• Operational project management experience with strong organizational skills and attention to detail
• Experience utilizing Artificial Intelligence to enhance processes and efficiency
• Growth mindset/willingness to evolve current skillset and learn new programs and processes to support the evolution of the team’s needs and market expectations
• Agile, self-starter with strong work ethic and the ability to work on multiple projects in a dynamic work environment
• Demonstrated systems thinker; able to quickly think through implications and adapt positioning for a wide array of users and audiences.
• Strong people leadership skills – proven ability to attract, develop, and retain high performing teams
• Collaborative work style with ability to effectively interact with colleagues across the organization

 

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Pay Transparency

Salary Range: $175,000 - $205,000 

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.

 

Company Overview 

At New Yo