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

 

Location Designation: Hybrid - 3 days per week 

 

 

 

Corporate Vice President, Service Operations – Platinum & Operations Service Teams

 

Overview

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.

What you'll do:

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 tec