CVP ServiceLeader,OnsiteRelationship Management

New York Life; New York (NY); On-site; USD 119,000 - 170,000; Full time

Benefits offered by this job

Leave programs

Adoption assistance

Student loan repayment

Job summary

New York Life is seeking a Corporate Vice President, Senior Service Leader to oversee service delivery across multiple offices and to lead Service Leaders and Onsite Specialists. The SSL drives operational strategy, staffing decisions, and high-quality client experiences for agents and customers.

The role emphasizes leadership, regulatory compliance, and cross-functional collaboration to ensure consistent outcomes and a strong, trust-based customer experience across the organization.

Qualifications

• Experience leading operations within a General Office in a Service Leader capacity.
• FINRA SIE and Series 99 licenses.
• Strong analytical and decision-making skills with the ability to interpret procedures and act with sound judgment.
• Knowledge of new business, contracting, licensing, and FINRA/state regulatory requirements.

Responsibilities

• Lead Service Leaders with clear expectations, coaching, and accountability.
• Partner with New Business and Agent Onboarding to align workflows and staffing.
• Translate Agency goals into operational priorities and drive performance.
• Oversee cross-functional service delivery and manage escalations for stakeholders.
• Support agents with case visibility and process improvements for efficiency.
• Deliver training and guidance to agents and management across offices.

Skills

Leadership & coaching

FINRA SIE & Series 99

Regulatory compliance knowledge

Analytical decision making

Cross-functional collaboration

Training & development

Tools

Sales Central tools

Hearsay

LinkedIn integration

Job description

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.

Job Requisition ID: 94748

Location Designation: Fully Onsite

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.

Job Level: LEVELMG2

Pay Transparency

• Salary Range: $119,000-$170,000
• 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.

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

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce.

• leave programs
• adoption assistance
• 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.

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.

Recognized as one 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. To learn more about career opportunities at New York Life,please visit the Careers page of www.NewYorkLife.com.