Director, Client Service Partner Team

 

Location Designation: Hybrid - 3 days per week

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. Click here to learn more about Group Benefits solutions.

 

** This role is primarily remote; however, we prefer candidates who reside within 50 miles of one of our office locations in Pittsburgh, PA, Bethlehem, PA, or Plano, TX. ** 

 

Role Overview:

The Director, Client Service Partner Team, manages a team of service professionals responsible for handling complex claims issues, escalations, and support for our National and Regional clients with STD, LTD, FML, PFL and/or ADA products. The leader is responsible for ensuring service resources are aligned to effectively meet client needs associated with administering employee claims, 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+ Client Service Partners. 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 Claims and Distribution partners to establish clarity and build trust across team responsibilities, including ownership of complex client claims issues, escalations, and action plans.
• 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 drive improved client outcomes.
• Contribute to projects and initiatives in support of Client Services transformation objectives, including enhancements to administrative platforms and client-facing technology.

What You'll Bring:

• Bachelor’s degree or equivalent work experience.
• 5+ years of steadily increasing responsibility in leadership positions, preferably within the group insurance industry.
• Experience building high-performing teams through recruiting, talent development, and change management.
• Excellent communication and collaboration skills with ability to influence peers/partners.
• Experience developing client and broker relationships, preferably within the insurance industry.
• Group benefits product knowledge, including disability and absence management.
• Experience driving operational efficiencies, including workflow, staffing, and process improvements.
• Ability to thrive in a fast-paced, dynamic environment.

 

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Pay Transparency

Salary range: $100,000-$135,000

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our .

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation . We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of .

​ Job Requisition ID: 92312

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