Jonathan Nickerson
Alpharetta,GA
Summary
Results-driven Corporate Vice President with over 20 years of experience in talent management, team mentoring, and servant leadership in the financial services industry. Demonstrated expertise in guiding organizations through change with strategic vision and impactful leadership. Proven ability to align financial forecasting with operational efficiency, driving enhanced performance and superior customer satisfaction. Highly skilled in collaborative problem-solving, developing and implementing training programs, and advancing community engagement initiatives. Consistent track record of achieving ambitious goals and exceeding performance expectations.
Overview
20
20
years of professional experience
Work History
Corporate Vice President and Service Leader
New York Life Insurance
10.2012 - Current
- Led a high-performing service team of 9, delivering exceptional customer service, onboarding, compliance, and case management support to 11 managers and 150+ agents, driving over 6,000 annual cases and $85M+ in sales revenue
- Developed and promoted a top performer to a 2nd Line Manager role, showcasing internal talent and fostering leadership growth
- Cultivated a customer-centric team through effective problem-solving, advanced product knowledge, and servant leadership
- Directed recruitment, hiring, and talent development, conducting performance management and goal-setting to enhance team capabilities
- Strategized and implemented production goals, contributing to manpower growth and improved customer retention in a dynamic sales environment
- Designed and executed comprehensive training programs, including cross-training and new agent onboarding
- Mentored future leaders by creating a 10 Pillar curriculum for the Associate Service Leader Training Program
- Participated in pilot programs for new technologies and processes, ensuring smooth integration and operational efficiency
- Oversaw annual reviews in compliance, finance, and office operations, maintaining high standards and accountability
- Managed financial stewardship of a top-tier office through strategic planning, budgeting, and resource allocation
- Enhanced community engagement by leading an annual giving campaign and partnering with local non-profits for childhood bereavement support
- Directed the buildout and relocation of a 13,000 sq ft office space, overseeing all aspects of the project from design to execution.
Director of Operations
New York Life Insurance
06.2004 - 09.2012
- Revitalized a 7-member team, transforming it from poor customer service to a proactive, customer-focused unit aligned with office goals
- Cultivated strong relationships with agents, managers, and peers through effective communication and consistent outreach
- Developed and promoted internal talent, establishing 2nd Line Manager roles and mentoring future leaders in the Associate Training Program
- Oversaw comprehensive office operations, including facilities management, technology needs, budget planning, agent support, accounting, payroll, employee relations, and performance reviews
- Managed the successful relocation of the Richmond field office, ensuring a seamless transition and minimal disruption.
Education
Bachelor of Science - Psychology
University of Alabama At Birmingham
Skills
- Operations Management
- Goal Setting
- Problem Solving
- People Development
- Servant Leadership
- Mentoring
- Coaching
- Customer Service
- Decision-Making
- Strategic business planning
- Team Collaboration
Industry certifications
Series 99 Operations Professional, Financial Industry Regulatory Authority (FINRA)
Fellow Life Management Institute, Associate of Customer Service, Associate of Insurance and Agency Administration, Associate of Insurance and Regulatory Control, Life Office Management Association (LOMA)
Timeline
Corporate Vice President and Service Leader
New York Life Insurance
10.2012 - Current
Director of Operations
New York Life Insurance
06.2004 - 09.2012
Bachelor of Science - Psychology
University of Alabama At Birmingham