Field Service Management Team Leader

Field Service Management Team Leader

The Field Service Management Team Leader is responsible for leading a high-performing team of Associate Account Service Managers (AASMs) or Account Service Managers (ASMs) to deliver a service experience that is high quality, proactive, and low effort for Guardian's clients.

This role goes beyond operational leadership by elevating how the team thinks, solves problems, and partners with clients—driving insight-led service delivery, continuous improvement, and strong execution against service commitments. The Team Leader enables this by coaching, developing, and empowering team members while leveraging data, feedback, and emerging tools to enhance outcomes.

• Create a high-performing team through targeted coaching, feedback, and development planning
• Set clear expectations and build critical thinking, accountability, and ownership across team members
• Develop AASMs to operate with increased autonomy and confidence in decision-making
• Foster a culture of continuous learning, feedback, and growth

• Lead the execution and continuous evolution of service delivery strategies aligned to client needs and organizational goals
• Ensure consistent achievement of SLAs and KPIs, while improving quality and reducing effort for clients
• Coach team members to move beyond issue resolution to proactive, consultative client support

• Analyze service trends, performance data, and recurring issues to identify root causes and systemic opportunities
• Lead the team in developing and implementing long-term solutions vs. short-term fixes
• Identify and mitigate operational and client risks, ensuring strong service outcomes and compliance

• Enable team members to build trusted client relationships grounded in clear communication and follow-through
• Partner cross-functionally to remove barriers and improve end-to-end service delivery
• Lead delivery of sales and persistency objectives through execution of talent, performance and organizational priorities
• Share adoption of the operating model and evolving role expectations by reinforcing desired behaviors, accountability and cultural alignment
• Partner closely with Client Management Market Leaders (CMMLs) to ensure strong accountability and resolution of escalated service issues

• Translate business priorities and changes into clear, actionable direction for the team
• Lead adoption of new processes, tools, and ways of working, reinforcing the "why" and desired outcomes
• Drive initiatives that improve efficiency, consistency, and overall client satisfaction

• Utilize data, reporting, and emerging tools to identify trends, opportunities, and performance gaps
• Encourage and model the use of digital tools and AI-enabled solutions to streamline work and improve decision-making
• Promote a culture of innovation and continuous improvement through technology

• A critical thinker and problem solver who connects data, patterns, and business impact
• A strong communicator and coach, able to provide clear, actionable feedback and navigate challenging conversations
• A leader of people and performance, who builds accountability and ownership within the team
• Comfortable navigating change, ambiguity, and competing priorities
• Curious and forward-looking, with a digital and AI-enabled mindset

• Demonstrated experience leading and developing teams
• Strong client service and account management experience
• Proven ability to:
• Analyze trends and solve complex problems
• Influence across teams and functions
• Drive performance and operational outcomes
• Experience working with data, tools, and systems to improve outcomes
• Group Benefits experience preferred

Salary Range: $68,970.00 - $

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this…