CVP, Senior Director - Operations and Customer Experience - Financial Education & Wellness

Location Designation:Hybrid - 3 days per week

Our New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we commit to investing in you accordingly.

Role Overview:

New York Life is hiring a Senior Director, Operations and Customer Experience for its Financial Education & Wellness team. This team is responsible for driving the strategic direction and development of our proprietary financial wellness offering, accessible through workplace distribution channels and our financial advisors within their local communities. Our objective is to provide meaningful, actionable knowledge and resources for clients, advisors, and the customers we serve, enhancing New York Life's brand while helping customers and their families have more secure financial futures.

The ideal candidate will have a proven track record of leadership in operations and customer experience, and be a strong connector of ideas, needs, and people who can help operationalize New York Life's Financial Education & Wellness strategy, and enhance our operational efficiency along with speed to market.

What You'll Do:

Functional responsibilities:

• Lead, develop, and manage operational and technical plans in support of Product and Distribution/ Go-To-Market strategies, including but not limited to:
• Monitor and create new opportunities in Customer Experience systems and platform
• Establish, document, and maintain standard operating procedures (SOPs) and ensure alignment with regulatory and client requirements
• Coordinate new client set-up for workplace distribution channels including technology and vendor integration
• Provide oversight and strategic recommendations to streamline onboarding and integration for financial professionals participating in the program
• Work closely with marketing and distribution colleagues to coordinate and manage sales enablement campaigns
• Operational Risk - Work in partnership with vendors, Legal, Compliance, Risk, and other corporate functions to enhance our processes, procedures, data quality, compliance with guidelines and best practices, and documentation adherence to regulations and requirements. Conduct excellence reviews and provide client feedback to functions and vendors in support of strategic priorities and client excellence.
• Technology - Collaborate closely with Technology and Digital Product Management Teams to help define business requirements for refining and enhancing digital products and user experience (UX).
• Customer Service - Manage program customer service and internal correspondence function for all program offerings. Collaborate with other departments to resolve customer issues and improve the overall customer experience.
• Develop and support the delivery of sales enablement processes.
• Act as a liaison between Financial Education & Wellness, Agency, Foundational Business, Strategic Businesses, Operations, and Technology teams to support system enhancements and issue resolutions.

What You'll Bring:

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

• 10+ years of experience in Operations or Customer Service roles (financial services, insurance, workplace and B2B2C market experience a strong plus)
• Experience in developing operational and process infrastructure for new products and new business ventures. Adept at working in a matrixed environment
• 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
• Strong analytics and problem-solving skills; experience with process mapping and root cause analysis
• Experience utilizing Artificial Intelligence (AI) to enhance processes and efficiency
• Continuous improvement and growth mindset, with flexibility to evolve and learn new programs and processes to support the evolution of the team's needs and market expectations; Exposure to Lean, Six Sigma, or similar methodologies a plus
• 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
• Communication, negotiation and influencing skills
• Comfortable working with data and basic analytical models

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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.

Our 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

Job Requisition ID: 92226