CVP - Life Call Center


Date: Nov 24, 2021

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.



We are seeking a dynamic and forward-thinking leader in Life Insurance solutions at our Dallas TX location. The Corporate Vice President will be responsible for managing a team of approximately 6 managers (directly) and 85 customer service representatives (indirectly.) Key responsibilities are to develop, direct and lead the call center and processing teams to achieve our business objectives. 



  • Lead and coach a team of Customer Service Managers
  • Set the standards and expectations with regards to quality monitoring, calibration sessions and coaching feedback with each assistant manager
  • Create an environment where team members are responsive to customer needs and meet the department performance standards and objectives
  • Identify training needs and develop and deliver documented plans to achieve and exceed goals
  • Daily, weekly, monthly, YTD reporting on team and individual performance
  • Administrative procedures and policies
  • Create ideas and solutions where significant problems or issues exist
  • Demonstrate strong oral and written communication skills with ability to lead group meetings
  • Prepare and deliver written mid-year and year end performance appraisals
  • Ensure appropriate allocation and coordination of human resources including forecasting future needs, handling complex human resource problems and making policy decisions
  • Provide and drive delivery of exceptional customer service through team members and self
  • Ability to utilize innovations, creative and visionary thinking to achieve desired results
  • Consistently demonstrate a positive and strong leadership role by creating a positive work environment, recognition program, engaging & empowering team members consistently, fairly and with Integrity
  • Demonstrate expert knowledge of NYL products, processes and guidelines to ensure compliance and strong Customer Satisfaction Results
  • Partner with the management team to create and drive strategy for the Service Center


Desired Skills & Experience

  • Bachelor's degree required; Finance or Communications or Business preferred
  • Experience managing productivity, metrics, employee demeanor, technical accuracy, and conformity to company policies
  • Industry recognized courses and designations (ie. like LOMA but not limited to). Certifications (i.e. Call Center Associate Certification) and other relative activities highly preferred
  • Excellent verbal and written communication skills along with listening skills
  • Positive, customer focused attitude with a desire to exceed customer expectations, as well as develop team members
  • Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Outlook with the ability to navigate multiple applications)
  • Development of departmental objectives for the team to ensure task completion; coordinates work activities with other supervisors




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

Job Requisition ID: 84987



Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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