CVP Service Leader, Onsite Relationship Management

Business Overview:  

Join our Field Service Team, the driving force behind the delivery of exceptional experiences for New York Life’s agents and clients. As part of our diverse team, you will have the opportunity to shape seamless customer experiences. Whether you’re helping an agent meet their clients’ life insurance needs, supporting strategic initiatives designed to enhance our operating environment, or educating our agents on innovative digital solutions, your work will have a direct and powerful impact on our success in fostering customer trust and loyalty.   

Role Overview:  

As a Corporate Vice President, Senior Service Leader (SSL), you are a strategic operational leader functioning as your General Office’s Service Leader while also providing leadership and oversight to a team of Service Leaders and Onsite Specialists across 4-5 offices. 

The SSL translates Agency goals into operational focus, drives accountability for business outcomes, and ensures consistent, high-quality service delivery across their span of responsibility. They collaborate closely with the New Business Manager and Agent Onboarding Manager of their respective Team to align workflows, capacity planning, and staffing decisions in support of timely and accurate work execution. Through proactive leadership, data-driven insights, and cross-functional partnership, the SSL ensures high-quality service delivery to Agents, Agency Management, and customers, while strengthening operational consistency, business performance, and office-level execution across their team. 

What You’ll Do:  

• People Leadership & Talent Development: Lead Service Leaders through clear performance expectations, regular coaching, and ongoing feedback, while ensuring balanced workloads, strong performance, and a culture of accountability and service excellence. 

• Team Oversight: Partner with New Business and Agent Onboarding leaders to manage workflows, align staffing to capacity, and ensure consistent, high-quality service delivery. 

• Strategic Office Leadership & Business Enablement: Translate Agency goals into operational priorities, leverage metrics to drive outcomes, prioritize key activities, and provide strategic oversight to improve performance and results. 

• Service Leadership & Cross-Functional Alignment: Serve as the liaison between the General Office and centralized service teams, managing escalations, guiding stakeholders, and ensuring accountability across service channels. 

• New Business & Case Visibility: Maintain knowledge of new business systems, and support Agents with case management. 

• Digital Adoption & Operational Excellence: Promote digital tool adoption, train users, and implement process improvements to enhance efficiency and client experience. 

• Training & Office Enablement: Coordinate and deliver Agent training, support onboarding and ongoing development, and manage key office programs aligned to business goals. 

• Governance, Compliance & Operational Stewardship: Oversee operational, administrative, and compliance activities while ensuring adherence to company policies and regulatory requirements. 

What You’ll Bring:  

Required Skills:  

• Experience leading operations within a General Office in a Service Leader capacity. 

• FINRA Securities Industry Essentials (SIE) and Series 99 licenses. 

• Strong analytical and decision-making skills with the ability to interpret procedures, exercise sound judgment, and manage complex operational issues. 

• Comprehensive knowledge of new business, contracting, licensing, and FINRA and state regulatory compliance requirements. 

• Strong leadership and people management skills, with the ability to coach, develop, and motivate high-performing teams. 

• Ability to navigate and resolve complex service issues, including escalation management and cross-functional coordination. 

• Solid functional knowledge of company systems supporting new business, service, and financial processes. 

• Excellent communication and presentation skills with the ability to effectively deliver training and operational guidance to agents, Agency Management, and cross functional partners. 

Preferred Skills:  

• Familiarity with Sales Central tools, Hearsay, LinkedIn integration, and client lead generation platforms. 

• Experience managing cross functional vendor relationships including underwriting, external service providers, and facilities management. 

• Demonstrated ability to drive digital adoption and process improvement initiatives.