[Hiring] Director, National Account Management @New York Life

Role Description

The Director, National Account Management, manages a team of service professionals responsible for the execution of service delivery for our national account client segment (i.e., employers with 5K+ lives). The leader is responsible for ensuring service resources are aligned to meet the unique needs of inforce clients in this segment, providing top tier service and support as a point of differentiation in the group benefits marketplace. This role reports to the Corporate Vice President, National Accounts Service.

The Director has oversight for a team consisting of 12 – 15+ National Account Managers and specialty service associates who manage end-to-end service delivery for inforce clients, including complex changes to existing policies. The ideal candidate will possess superior communication and collaboration skills with a bias for action and accountability to drive service excellence as the standard. The leader will ensure the department is on track to meet organizational goals, leveraging KPIs to measure performance and ensure alignment with client expectations and corporate growth objectives.

What You'll Do

• Serve as a functional leader, providing guidance and coaching to direct reports.
• Manage adherence to productivity, quality and Voice of the Customer targets and established service levels.
• Develop strong relationships with distribution partners to establish clarity and build trust across team responsibilities, including ownership of the inforce service delivery experience.
• Develop and maintain effective business partnerships with all matrix units to ensure cohesive execution of service across the client value chain.
• Serve as escalations contact for clients and brokers to drive timely issue resolution.
• Recruit top talent and cultivate a high potential culture within the team by supporting career growth and professional development.
• Partner with department head and HR/shared services on people management activities, including performance management, talent review, compensation planning, staffing, recruiting, training, coaching, and engagement.
• Support department head with adherence to budget and staffing plans, identifying operational expense efficiencies where possible.
• Leverage continuous improvement to reduce process friction and drive improved client outcomes.
• Contribute to projects and initiatives in support of Client Services transformation, including enhancements to administrative platforms and client-facing technology.

Qualifications

• Bachelor’s degree preferred.
• 5+ years of steadily increasing responsibility in leadership positions, preferably within the group insurance industry.
• Experience building high-performing teams through recruiting, talent development, and change management.
• Excellent communication and collaboration skills with ability to influence peers/partners.
• Experience developing client and broker relationships, preferably within the insurance industry.
• Group benefits product knowledge, including life, AD&D, disability absence management, and voluntary benefits.
• Experience driving operational efficiencies, including workflow, staffing, and process improvements.
• Ability to thrive in a fast-paced, dynamic environment.

Requirements

• It is recommended that all qualified candidates apply to this posting as soon as possible.
• Residents of Colorado are hereby notified that the deadline to apply is two weeks from the Posting Date listed above.

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.

Pay Transparency

• Salary range: $90,000 - $143,000
• Overtime eligible: Exempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No