Location Designation: Hybrid
When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.
GBS
This position could be based in the following alternate locations: Bethlehem, PA (Pennsylvania); Phoenix, AZ (Arizona); Tampa, FL (Florida)
This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.
The Client Guide Vice President is responsible for managing a Team Leads and Client Guide Representatives, Client/Broker and Distribution Service support for New York Life, Life, Accident, Disability and Voluntary products nationally in Client Guide. The role supports under 5000 clients and brokers in the market.
This role will be responsible for leading and supporting inforce policies managed by the Client Specialists by building strong relationships, managing service issues by owning the end-to-end service delivery, as well as managing complex changes to existing policies & processes. The role is also responsible for the Client Guide organization designed to be a fast-paced response unit for Broker, Plan Administrators and Distribution basic on the inforce block nationally. The Leader ensures that organizational goals are being met and that their staff is delivering service at the highest level and running at peak efficiency. This role is also responsible for guiding and leading the build and evolution of a service center that will execute on a roadmap to include, technology, model shifts, continuous improvement roadmap, Training and Quality Programs, people assessment and overall new reinvented service delivery that will support our goals of differentiated service. This role is also a key liaison to other department leads that support service indirectly to drive overall root cause, first call resolution goals and ensure the service delivery is managed not only in client guide but the departments that are enabling client guides success.
Responsibilities:
- Provides client, broker, and distribution service support in Client Guide.
- Serves as a functional leader providing guidance and expertise to direct reports.
- Drive adherence to our Service Philosophy and goals within the team and in all interactions with business partners throughout the operation.
- Build and support a high performance culture within the team, focusing on employee training and development, regular and open communication, individual accountability and recognition.
- Support persistency and profitability of the book of business.
- Manage to budget, including adherence to an appropriate staffing model.
- Develop and maintain effective business partnerships to ensure service issues are managed accordingly.
- Root cause analysis with departments that enable Client Guide success
- Identify area to shift the model or tasks to drive TAT, Client satisfaction and differentiated service
- Ensure internal process/procedures are client focused and efficient.
- Maximize operational effectiveness by driving consistency in process and procedures, by driving rapid enhancement efforts to the model.
- Work closely with business partners to drive continuous process improvement.
- Assist in building a roadmap to execute and evolve the model to identify technology solutions, model changes, to support the ever-changing market needs
- Participate in projects and initiatives in support of service and operational excellence and providing consistent, positive client experiences
Qualifications:
- Undergraduate degree preferred
- 5+ years of steadily increasing responsibility in leadership positions preferred
- Experience with recruiting and developing talent, team building, planning, change management and profitability growth
- Excellent communication and interpersonal skills
- Strong negotiation and influencing skills
- Proven record of exceeding sales and service objectives
- Proven record of driving operational excellence within an organization, including workflow, staffing, and process improvements.
- Experience developing client and producer relationships, preferably within the insurance industry
- Industry experience that allows for broad perspective of customers’ needs and marketplace challenges.
- Ability to drive a strategic view of the future, develop technology roadmap to improve quality of service
- Strong leadership and partnership skills to influence other areas that enable service excellence
This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.
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Salary range: $105,000-$160,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.
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 the Foundation. We’re proud that due to our mutuality, we operate in the best interests of our policy owners. 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.
Job Requisition ID: 89104