Director, National Account Management

Job Description

Requisition ID94869

Department Group Benefit Solutions Job Function Group Benefit Solutions Location Remote ,New York,United States Role Location Designation Fully Remote Location Designation:
Fully Remote Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions.  

to learn more about Group Benefits solutions.

Location Preference:
This position is remote; however, there is a preference for candidates who reside in or nearthe Pittsburgh, PA;
Bethlehem, PA; or Des Moines, IA areas.

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

Role Overview :

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…