Location Designation: Hybrid - 3 days per week

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

This position must be based in one of the following alternate locations: Cleveland, OH (Ohio); Dallas, TX (Texas); New York, NY (New York)

Join Service, the engine powering exceptional experiences for New York Life's clients, agents, and beneficiaries. You'll play a vital role in creating seamless customer experiences that build trust and loyalty. Whether directly supporting clients throughout their life insurance needs, crafting strategic initiatives, or building innovative digital solutions, your work directly impacts the quality of every interaction.

The Service Training organization is pivotal in crafting experiences for our service professionals, agents, and clients. By providing our team with essential knowledge and skills, we guarantee that our stakeholders are afforded world-class service and support, which cultivates trust and nurtures enduring relationships.

Role Overview:

We are seeking a dynamic and experienced Head of Training to lead our learning and development programs across our Service Operations organization. This mid-senior level manager will be responsible for designing, implementing, and overseeing training programs to enhance the expertise and capabilities of our Service professionals across multiple lines of business. The successful candidate will demonstrate visionary leadership, driving the strategic direction of our learning programs to ensure alignment with organizational goals and the evolving needs of our workforce. They will be adept at leveraging innovative technologies and methodologies to deliver impactful training experiences, fostering a culture of continuous learning, recognition, and development.

What You'll Do:

Learning Strategy Development: Craft and execute a strategic vision for learning and development initiatives that seamlessly aligns with our organization's goals, values, and objectives.

Performance Evaluation: Assess key performance indicators (KPIs) and training objectives before and after delivery to gauge the effectiveness and impact of learning initiatives. Conduct regular evaluations with key stakeholders and make data-driven adjustments to continuously enhance our programs.

Program Design and Delivery: Lead the design, delivery, and evaluation of a diverse range of learning programs, including instructor-led training, e-learning courses, workshops, seminars, and on-the-job training. Ensure these initiatives address business needs and elevate employee capabilities.

BPO & Vendor Management: Collaborate with external training providers, consultants, and vendors to leverage their expertise and resources, supplement internal learning initiatives, and ensure business objectives and quality metrics are met or exceeded, holding all parties accountable for delivering results.

Learning Content Maintenance: Oversee the creation and upkeep of engaging, relevant, and up-to-date training materials, resources, and curriculum.

Stakeholder Engagement: Build strong relationships with internal stakeholders, including executives, department heads, and employees, to understand their learning needs, gain support for learning initiatives, and foster a culture of continuous learning and development.

What You'll Bring:

Bachelor’s degree in Education, Human Resources, Business Administration, or a related field. Master’s degree preferred.
10+ years of experience in training program design and development, preferably within the insurance/financial services industry
7+ years of experience in people management and project management
Strong understanding of adult learning principles and instructional design methodologies
Exceptional communication, presentation, and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization
Experience with eLearning and Learning Management System (LMS) platforms
Demonstrated ability to thrive in diverse work environments, motivate the team to high performance while successfully adapting and navigating complex business challenges
Manage the L&D budget effectively, allocating resources to maximize the impact of training initiatives while controlling costs
Stay abreast of industry trends and advancements in adult learning principles, eLearning platforms, and GenAI innovations to continuously improve training programs

Pay Transparency

Salary Range: $107,500-$185,000

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, including leave programs, adoption assistance, and 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site .

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

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

Job Requisition ID: 90711

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