Client Services Manager

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.

Client Guide Manager

The Client Guide Manager is responsible for managing team leads and Client Guide Representatives: Client/Broker and Distribution Service support for New York Life, Life, Accident, Disability and Voluntary products nationally. The role supports clients under 5000 lives and brokers in the market.

This role will be responsible for leading and supporting inforce policies managed by the Client Guide Representatives by building strong relationships, managing service issues by owning the end-to-end service delivery, as well as managing changes to existing policies & processes. The role is also responsible for the Client Guide organization to be a fast-paced response unit for Broker, Plan Administrators and Distribution on the inforce block nationally. The Leader ensures that organizational goals are being met and that their staff is delivering service at the highest level and running at peak efficiency. This role is also utilizing the data from the Training and Quality Programs, people assessment and overall service delivery to support our goals of differentiated service. This role is also a key liaison to other department leaders that support service indirectly to drive overall root cause, first call resolution goals and ensure the service delivery is managed not only in Client Guide but the departments that are enabling Client Guide’s success.

Responsibilities:

• Provides client, broker, and distribution service support in Client Guide.
• Drive adherence to our Service Philosophy and goals within the team and in all interactions with business partners throughout the operation.
• Build and support a high performance culture within the team, focusing on employee training and development, regular and open communication, individual accountability and recognition.
• Support persistency and profitability of the book of business.Manage to budget, including adherence to an appropriate staffing model.
• Develop and maintain effective business partnerships to ensure service issues are managed accordingly.Root cause analysis with departments that enable Client Guide success

Identify area to shift the model or tasks to drive TAT, Client satisfaction and differentiated service

• Ensure internal process/procedures are client focused and efficient.
• Maximize operational effectiveness by driving consistency in process and procedures.
• Work closely with business partners to drive continuous process improvement.
• Lead and develop the team leads to strengthen daily oversight of phone and email response and effectiveness.
• Consistently managing the daily performance and availability of the team to drive efficiencies and strong service delivery.
• Participate in projects and initiatives in support of service and operational excellence and providing consistent, positive client experiences

Qualifications:

• Undergraduate degree preferred
• 5+ years of steadily increasing responsibility in leadership positions preferred
• Experience with recruiting and developing talent, team building, planning, change management and profitability growth
• Excellent communication and interpersonal skills
• Strong negotiation and influencing skills
• Proven record of exceeding sales and service objectives
• Proven record of driving operational excellence within an organization, including workflow, staffing, and process improvements.
• Experience developing client and producer relationships, preferably within the insurance industry
• Industry experience that allows for broad perspective of customers’ needs and marketplace challenges.
• Ability to drive a strategic view of the future, develop technology roadmap to improve quality of service
• Strong leadership and partnership skills to influence other areas that enable service excellence

Job Type: Full-time

Pay: $90,000.00 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Bethlehem, PA 18017: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 5 years (Preferred)
• Sales: 5 years (Preferred)

Work Location: Hybrid remote in Bethlehem, PA 18017