2015 Insurance Executive Conference

Vice President – Inforce Service and Operations
New York Life Insurance Company
Jeff Killian is the Head of Inforce Service and Operations for the Insurance and Agency Group at New York Life Insurance Company. This organization provides customer service to over 12,000 agents and 3.5 million clients for life insurance, annuities, and securities sold primarily through the agent distribution channel. He oversees all service channels, including digital, correspondence, Interactive Voice Response (IVR), and call center as well as traditional service functions, which include policy services and claims operations. Jeff also manages the horizontal functions that support service, such as training, procedures, project management, customer experience, change management, and more. His entire team consists of approximately 1,000 employees located in New York, Cleveland, Dallas, and Minneapolis. An 18-year professional, Jeff joined New York Life in October 2013 following an extensive career at Capital One Financial, where he led various operations for the company’s retail banking, credit card, and auto finance businesses. Jeff received his bachelor’s degree from Baylor University and a master’s degree in business administration from Southern Methodist University.