Director - Platinum Service Call Center

New York Life Insurance   •  

Dallas, TX

Industry: Accounting, Finance & Insurance


8 - 10 years

Posted 32 days ago

New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.


New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+ (Source: Individual independent rating agency commentary as of 8/1/17).


Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.



Alternate locations: Cleveland, OH (Ohio)



Advanced Service is looking for a high-energy candidate to lead our Platinum Service Team!


The Platinum Service program was established in 2008, with the intent of providing concierge-level service to our most prominent agents.  Over the past ten years, our Platinum Service program has expanded in both breadth and scope, and now services over 310 top producing agents in a wide variety of specialized service functions.  This program is strategically important for the Company, as it allows our agents to focus less on service administration and more on what they do best: onboarding new and deepening existing customer relationships.


The Director leading our Platinum Service program will be charged with leading a team of three manager's  and approximately 30 senior representatives in delivering best in class service to our top producing agents.  Serving as a high-profile ambassador for Service, he/she will be responsible for fostering strong, productive relationships with our Platinum agents, and be expected to identify and evaluate new opportunities to support our agents based on feedback received from the field as well as through proactive outreach.  In addition, the Director will be responsible for identifying and executing future strategies which will support a tiered-service model by offering other VIP clients - such as those policyholders with large investments with New York Life and/or a high net worth - a differentiated service experience, considering their unique needs and expectations.


Job Requirements:

  • Inspire our Platinum Service team in the pursuit of service excellence.
  • Lead the Platinum Team’s engagement in activities which support the Service organization’s foundational strategies of: 1) adapting to the ever-changing needs and preferences of our customers; 2) capitalizing on modern technology to create new, and simplify existing, experiences; 3) reducing risk and improving quality in support of our organizational unassailability; 4) unleashing insights and observations from our teams to design better outcomes; and 5) creating an environment that allows us to attract, grow, and inspire the best mix of talent.
  • Partnering with our Advanced Service lead, design and execute strategies to further expand our capabilities to offer differentiated service support to our VIP agents and policyowners.
  • Ability to provide innovative and creative solutions to agent inquires and complaints.
  • Participate in regular personal outreach to Platinum agents.
  • Evaluate and recommend enhancements to our qualifying criteria for agent participation in our Platinum program.
  • Demonstrate a deep understanding of our products and service capabilities, and forward-thinking problem-solving skills.  Work in collaboration with senior members of the Service organization, the Office of General Counsel and Corporate Compliance in the pursuit of solutions which best support our customers.
  • Support strong employee engagement and professional growth.
  • Analyze and maintain operational data and performance reports.
  • Track and maintain budgets of operational costs.
  • Maintain productive relationships with our key business partners throughout the enterprise.
  • Note that this position is being posted in both our Dallas and Cleveland Service Centers, and will require up to 20% travel to other Service locations.


Minimum Requirements:

  • 7+ years of experience in operations management
  • Bachelor’s Degree in Business, Liberal Arts, or related disciplines
  • Track record of success in building and inspiring teams
  • A passion for service delivery, and experiencesupporting the needs of high-value customers. 
  • Demonstrated success at identifying and executing tactics to improve the customer experience.
  • Strong understanding of insurance industry products, including traditional life, term life, universal life, and annuities
  • Proven success in managing a call center / service organization
  • Experience with data analysis tools, industry data sources, Microsoft Office tools and applicable business software
  • Ability to manage staff remotely



Competitive base salary, plus bonus eligibility



Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts


Career Opportunities:

New York Life offers a variety of corporate opportunities within the Service Organization, including management, quality control, training, underwriting and claims.