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Apogem Capital · 11 hours ago

Corporate Vice President, Senior Director Operations - Client Growth and Retention

New York, NY

Full-time

Hybrid

Senior Level, Lead/Staff

$175K/yr - $205K/yr

10+ years exp

New York Life is hiring a Senior Director, Operations for their new Client Growth and Retention business team. The role involves designing and implementing operational plans and processes to enable scalable delivery of client acquisition and retention programs.

Financial Services

Responsibilities

Lead a team of associates responsible for providing operations and program management support for various client growth and retention programs

Develop, implement, and manage operational plans in support of Go-To-Market strategies for various programs

Establish and maintain key operational processes/ Standard Operating Procedures, and Business Continuity Plans

Oversee set-up of clients for select programs

Develop and implement customer service policies and procedures to standardize and improve service delivery for key programs. Manage customer service and resolve customer issues

Interface with key external partners/ vendors who support key product offerings – to set up operational infrastructure, manage ongoing service delivery, and to resolve any customer service issues

Partner with Legal, Compliance, Risk to ensure all business operations, processes, and documentation adheres to key regulations and NYL requirements

Provide program-management support for key initiatives

Qualification

Operations leadershipCustomer service processesOperational project managementArtificial IntelligenceProcess infrastructure developmentSystems thinkerPeople leadership skillsWork ethicCollaborative work styleGrowth mindset

Required

Bachelor's degree and/or equivalent experience

10+ years of experience required in Operations or Customer Service leadership roles (financial services, insurance, workplace and B2B2C market)

Experience in developing operational and process infrastructure for new products and new business ventures

Experience managing or building customer service processes focused on efficiency and automation, commitment to ensuring excellent customer experience and accurate record-keeping to capture analytics and trends

Operational project management experience with strong organizational skills and attention to detail

Experience utilizing Artificial Intelligence to enhance processes and efficiency

Growth mindset/willingness to evolve current skillset and learn new programs and processes to support the evolution of the team's needs and market expectations

Agile, self-starter with strong work ethic and the ability to work on multiple projects in a dynamic work environment

Demonstrated systems thinker; able to quickly think through implications and adapt positioning for a wide array of users and audiences

Strong people leadership skills – proven ability to attract, develop, and retain high performing teams

Collaborative work style with ability to effectively interact with colleagues across the organization