Service Leader, Onsite Relationship Management

Position: Service Leader, Onsite Relationship Management 94837
Job Description

Requisition ID94837

Department Service Experience Value Stream Job Function Service Experience Value Stream Location Waltham ,Massachusetts,United States Role Location Designation Fully Onsite Location Designation:
Fully Onsite Service Leader, Onsite Relationship Management Business Unit Overview Join our Field Service Team, the driving force behind the delivery of exceptional experiences for New York Life’s agents and clients. As part of our diverse team, you will shape seamless customer experiences. Whether you’re helping an agent meet their clients’ life insurance needs, supporting strategic initiatives designed to enhance our operating environment, or educating our agents on innovative digital solutions, your work will have a direct and consequential impact on our success in fostering customer trust and loyalty.

Role Overview :

Join our dynamic management team at our Boston–Atlantic General Office (GO) as a Service Leader, where you’ll play a critical role in strengthening connections across our organization and supporting the success of your local office. In this role, you'll serve as a relationship manager and the primary liaison between the Service team and our local Managing Partner, recruiters and their agents, ensuring seamless communication, collaboration, and alignment of service support with the needs of the General Office.

As a trusted advisor and problem-solver, you'll help match local Agency needs with solutions offered by the Service team, and identify and implement service improvements to make it easier to meet their needs. Through education and advocacy, you’ll ensure that our local Agency partners understand the easiest way (whether through technology or personalized support) to accomplish their desired tasks. Your work will be critical to driving a culture of partnership, engagement, and high performance.

If you’re passionate about creating meaningful relationships and delivering tailored solutions in a collaborative, dynamic environment, this is a great opportunity for you to put your skills to work.

What You’ll Do:

Champion Service Relationships:
Serve as the trusted point of contact for GO Agency Managers, recruiters, and agents, understanding their unique needs and ensuring that they receive the service support they need to succeed.

Resolve Service Escalations:
Address concerns with empathy, urgency, and accountability to maintain agent satisfaction and build long-term loyalty; follow through on complex service challenges to ensure resolution.

Oversee Onsite Specialist(s) at the office to include performance management and monitoring workload to ensure productivity metrics are met.

Support Strategic Sales Engagements:
Collaborate with our Agency sales team to align service initiatives with business development goals, including incentive programs and agent enablement.

Provide AI & Digital Support:
Deliver training, support, and guidance on the use of AI-driven tools and digital platforms, helping agents and staff leverage innovative solutions for enhanced productivity and service excellence.

Coordinate Local Engagement Events:
Plan and execute local events that reinforce partnership, drive engagement, and create opportunities for connection between Service and our sales partners.

Enable Change and Adoption:
Lead training and onboarding for new service tools and capabilities, fostering adoption and continuous improvement.

Oversee Office Operations:
Manage local facilities and technology support; in partnership our Service team, ensure an environment that supports relationship-building and productivity.

Support Financial Accuracy:
Oversee local financial processes with precision, ensuring transparency and accountability in service-related expenditures.

What…