Corporate Vice President, Head of Service Training

Location Designation: Hybrid - 3 days per week 

 

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

 

 

 

Join Service, the engine powering exceptional experiences for New York Life's clients, agents, and beneficiaries.  You'll play a vital role in creating seamless customer experiences that build trust and loyalty. Whether directly supporting clients throughout their life insurance needs, crafting strategic initiatives, or building innovative digital solutions, your work directly impacts the quality of every interaction. 

 

The Service Training organization is pivotal in crafting experiences for our service professionals, agents, and clients. By providing our team with essential knowledge and skills, we guarantee that our stakeholders are afforded world-class service and support, which cultivates trust and nurtures enduring relationships.

 

Role Overview:

We are seeking a dynamic and experienced Head of Training to lead our learning and development programs across our Service Operations organization. This mid-senior level manager will be responsible for designing, implementing, and overseeing training programs to enhance the expertise and capabilities of our Service professionals across multiple lines of business. The successful candidate will demonstrate visionary leadership, driving the strategic direction of our learning programs to ensure alignment with organizational goals and the evolving needs of our workforce. They will be adept at leveraging innovative technologies and methodologies to deliver impactful training experiences, fostering a culture of continuous learning, recognition, and development.

 

What You'll Do:

Learning Strategy Development: Craft and execute a strategic vision for learning and development initiatives that seamlessly aligns with our organization's goals, values, and objectives.

 

Performance Evaluation: Assess key performance indicators (KPIs) and training objectives before and after delivery to gauge the effectiveness and impact of learning initiatives. Conduct regular evaluations with key stakeholders and make data-driven adjustments to continuously enhance our programs.

 

Program Design and Delivery: Lead the design, delivery, and evaluation of a diverse range of learning programs, including instructor-led training, e-learning courses, workshops, seminars, and on-the-job training. Ensure these initiatives address business needs and elevate employee capabilities.

 

BPO & Vendor Management: Collaborate with external training providers, consultants, and vendors to leverage their expertise and resources, supplement internal learning initiatives, and ensure business objectives and quality metrics are met or exceeded, holding all parties accountable for delivering results.

 

Learning Content Maintenance: Oversee the creation and upkeep of engaging, relevant, and up-to-date training materials, resources, and curriculum.

 

Stakeholder Engagement: Build strong relationships with internal stakeholders, including executives, department heads, and employees, to understand their learning needs, gain support for learning initiatives, and foster a culture of continuous learning and development.

 

What You'll Bring:

• Bachelor’s degree in Education, Human Resources, Business Administration, or a related field. Master’s degree preferred.
• 10+ years of experience in training program design and development, preferably within the insurance/financial services industry
• 7+ years of experience in people management and project management
• Strong understanding of adult learning principles and instructional design methodologies
• Exceptional communication, presentation, and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization
• Experience with eLearning and Learning Management System (LMS) platforms