Head of Workforce Management - Service


Date: Jan 7, 2022

Location: Dallas, TX, US

Company: New York Life Insurance Co


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.



The New York Life Service team consists of 2,000+ Service professionals that support over 12,000 career agents and more than 4 million clients from the point of applying for a New York Life policy or product through claims processing.  The Service team provides support across the customer engagement life cycle for a variety of products including life insurance, annuities, and NYLIFE Securities sold through our agent distribution channel.  The Service organization is responsible for processing nearly 400,000 applications a year and handles over 30 million customer touch points annually across various service channels.


The Service team is seeking a Corporate Vice President to lead the Workforce Planning team that will optimize the resource allocation of ~1,800 non-exempt employees in ~170 locations across the U.S.  The Workforce Planning leader will be responsible for forecasting and planning resource utilization across all time horizons – from annual to hourly.  The candidate will lead efforts to match the supply of resources with customer demand in a dynamic environment with changing customer engagement behaviors.


The Workforce Planning leader will be instrumental to the success of the Service organization as we look to realize our vision.  The candidate will work with senior leaders across Service to ensure alignment with broader business objectives, including a desire to expand our hours of operation to better meet the needs of our customer base and new customer expectations that are informed by experiences beyond the Life & Annuity insurance business.  In addition, he/she will identify high-leverage opportunities to share work across Service teams and cross-train resources to better match resource supply with customer demand.


Primary Responsibilities

  • Lead workforce planning of 1,800 employees in 170+ locations: ensure highly accurate demand forecasts, define staffing schedules based on capacity plans, and actively distribute/redistribute resources to match demand in real-time
  • Manage a team of ~15 workforce planning professionals; recruit, coach, and develop talent; define performance standards and set direction for the team
  • Define hours of operation for each channel and location based on customer needs; as appropriate, develop business case for expansion of Service hours of operation
  • Incorporate new channels into forecasting models, capacity plans, and real-time management processes and protocols
  • Develop robust models to estimate demand across all lines of business, engagement channels, and locations
  • Partner with customer-facing teams to develop staffing plans and optimize resource allocation based on forecasts
  • Actively distribute/redistribute resources to match demand in real-time
  • Actively manage inbound and outbound demand flows, balancing over and under-capacity conditions across the Service organization
  • Flex resources to accommodate demand and changes to schedule and demand and capacity
  • Stand-up capability to actively allocate demand to teams – manage workflow across Service teams, as well as internal and external partners
  • Identify high-leverage opportunities to share workload across Service, highlighting opportunities for Service to achieve financial commitments through re-allocation of resources across the Service landscape
  • Drive continuous improvement to workforce planning discipline and workforce engagement
  • Serve as a strategic thought partner for the Service Senior Leadership Team for all matters related to staffing optimization
  • Employ leading edge workforce planning practices; engage in industry forums and panels to stay current with the state of the art; understand and stay ahead of technology changes



  • Bachelor’s degree in analytical discipline (Mathematics, Engineering, Economics) required
  • Master’s degree preferred
  • Extensive experience leading workforce management in a call center and processing environment
  • Expertise with Verint Workforce Management software
  • Demonstrated problem solving abilities
  • Must have strong leadership, written and oral communication skills
  • Customer-centric orientation to delivery
  • Lean / Six Sigma certification preferred


Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.


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 our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.J

Job Requisition ID: 85343



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Service Manager, Manager, Engineer, Social Media, Claims, Customer Service, Management, Engineering, Marketing, Insurance