Head of Case Management

The Coyle Company is a boutique life insurance planning firm that specializes in designing and managing sophisticated life insurance portfolios that help Ultra-High-Net‑Worth (UHNW) clients distribute their wealth as they intend. The Head of Case Management oversees all new business operations, ensuring seamless delivery of estate‑planning and private placement life insurance (PPLI) solutions. This role manages the entire case lifecycle, from underwriting through policy issue and post‑issue service, while also leading a team of Client Relationship Managers (CRMs) responsible for maintaining exceptional client and advisor experience.

This is a highly collaborative role, working closely with Case Design, Producers and the Director of Client Experience. You will bridge the gap between operational excellence and high‑touch relationship management, ensuring the firm’s UHNW clients, family offices, advisors, and carriers receive white‑glove service and flawless execution.

• Lead, coach, and develop the team of Client Relationship Managers, fostering collaboration, accountability, and operational excellence.
• Implement structured training in underwriting and estate‑planning processes while proactively managing team workload to adapt to growth and shifting business demands.
• Serve as the escalation point for complex client or advisor issues across both case management and client service teams.
• Oversee all stages of the life insurance case process: application submission, underwriting liaison, requirement coordination, policy issue, and delivery.
• Implement and maintain internal systems (e.g., Salesforce, case‑tracking dashboards) to monitor progress, track bottlenecks, and provide reporting, insights and recommendations to the Leadership team.
• Ensure proactive outreach and relationship maintenance with both the client and their advisory team.
• Coordinate with client’s investment team to monitor PPLI investment accounts, cash flows, and policy performance.
• Lead operational readiness for new carriers, technology enhancements, and process roll‑outs.
• Develop and execute strategic initiatives to enhance case management and client service processes while building reporting frameworks and KPIs to measure performance across both case and relationship management functions.
• Identify digital transformation opportunities in document collection, underwriting workflows, and CRM communication processes and collaborate with COO to leverage technology to increase operational efficiency and client experience.
• Evaluate and develop strong relationships with vendors and carriers to ensure best‑in‑class turnaround and underwriting support.

• Bachelor’s degree in business, Finance, or related field (MBA preferred).
• 10+ years of life insurance operations experience, with at least 5 years in UHNW/PPLI or estate‑planning insurance.
• Proven leadership of both case management and client relationship teams.
• Active Series 6 and 63 licenses.
• High integrity, discretion, and white‑glove client service orientation.
• Deep knowledge of private placement life insurance (PPLI), trust and estate structures, and underwriting for large or complex cases.
• Proficiency in Microsoft Office Suite, with expertise in PowerPoint, PDF software, and CRM software (Salesforce a plus).
• Excellent verbal and written communication skills.
• Comfortable managing competing priorities in a fast‑paced, high‑stakes environment.
• Adept at integrating new technologies and analytics for workflow optimization.

This is a hybrid role currently 2-3 days a week required in our Needham, MA office and moving to downtown Boston in September 2026.

• Competitive salary
• Medical
• Dental
• Vision
• Disability
• Life
• 401(k) with match
• HRA
• Hybrid work schedule
• Community engagement/volunteer opportunities
• Professional development opportunities

The Coyle Company is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. We believe strongly in fair hiring practices and in creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and clients.

The Coyle Company is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment and activities.