Vice President - Continuous Improvement

New York Life Insurance   •  

White Plains, NY

Industry: Accounting, Finance & Insurance


11 - 15 years

Posted 125 days ago

This job is no longer available.

New York Life’s Service organization is seeking to add a Head of Continuous Improvement (Vice President) to help provide and reinforce product, service, and process knowledge for our frontline Service professionals across the country. The VP will focus on monitoring our ability to accurately and time fulfill the needs of our clients, agents, and other stakeholders across the Service landscape, and leveraging the insights gained from multiple sources and assessments to drive timely and impactful improvements to experiences we deliver, processes we follow, as well as the supporting training and knowledge management infrastructure.  The goal of the role is to manage structured change to the operating environment for 2,000+ Service employees across more than 170 locations.  The Head of Continuous Improvement will partner closely with our Field and Customer Service divisions, as well as stakeholders from across the enterprise to ensure our front-line Service professionals are prepared and equipped to delivery raving experiences in a high dynamic environment.  The VP is accountable for several functions including change control management, training & development, knowledge & procedure management, process improvement, and experience reviews (quality control).  The VP must be a seasoned leader, powered by a strong vision and clear execution strategy.


Key Accountabilities:

  • Enable the Service organization to achieve financial, customer, quality, and employee engagement objectives through effective management of operational change
  • Champion a continuous improvement culture across the Service organization
  • Lead and motivate a team of ~80 Service professionals
  • Integrate business processes across the interdependent Service Continuous Improvement team to enable seamless delivery of operational change in an increasingly agile environment
  • Oversee build-out and curation of knowledge artifacts that enable customer facing employees within Service and Agency to acquire insights to perform functions in a matter of a few clicks 
  • Monitor experience delivery of 1,800 Service professionals and our strategic service providers; act as early warning indicator for the business on where we need to focus management, knowledge, training, and communications efforts and energy   
  • Ensure training and development needs of Service professionals are being met at all points in career journey – onboarding, new hire, upskilling, reskilling, promotion, and lateral moves – by providing solutions that meet the learning needs of the 21st century professional
  • Partner with portfolio manager to serve as governor of pace of change for the Service organization
  • As appropriate, leverage third party service providers to support continuous improvement goals in partnership with Procurement, Strategic Partnerships and other relevant stakeholders 
  • Develop and deploy a strategy to build continuous improvement, critical thinking skills across the Service organization
  • Partner with stakeholders across Service and the enterprise to build a cohesive vision and operating architecture that takes into consideration all aspects of the business with the right priorities 
  • Leverage corporate learning and development platforms to create scale and speed to market in deployment of learning pathways
  • Monitor costs and constantly evaluate processes to increase efficiency 
  • Stay connected to best-in-class, industry-leading knowledge management, training, and change management practices
  • Advocate for a test-and-learn approach to delivery of new knowledge, training, quality, and change solutions to accelerate development of organizational capabilities



  • At least 10 years of experience leading large integrated teams focused on improving performance and enhancing employee readiness within the financial service or other consumer-facing industry 
  • Versed in concepts of adult-learning theory, knowledge management and curation, and change management 
  • Innovative, has a disruptive mindset, constantly looks forward 
  • Entrepreneurial, autonomous, open to collaboration 
  • Capable of working in a large corporate environment without full guidance (finds path and makes it happen) 
  • Capable of building consensus at all levels: peers, executives, team members 
  • Pushes the organization to constantly improve, shows opportunities, stimulated out-of-the-box thinking 
  • Excellent analytical, strategic thinking and communication skills 
  • Ability to be persuasive and collaborative; develop a team 
  • Excellent analytical, strategic thinking and communication skills
  • BS/BA



  • MBA
  • Knowledge of Salesforce Service Cloud platform
  • Experience with SharePoint
  • Design Thinking experience
  • Six Sigma, Lean, or Business Process Management certification / designation
  • Financial Services experience
  • FINRA Series 6 or 7