Director, National Account Management – National Accounts Service Delivery

Job Description

Director, National Account Management | New York Life Insurance Company

The Tone:
This is a full-time role at New York Life Insurance Company, located remotely in the USA with a preference for candidates who reside in or near Pittsburgh, PA; Bethlehem, PA; or Des Moines, IA. Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies, aiming to foster a healthier, happier, and more secure workforce. This role is crucial for ensuring top-tier service delivery to national account clients, distinguishing New York Life in the group benefits marketplace and directly impacting financial security and peace of mind for employees.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: Remote – USA
• Pay: $90000–$143000 yearly
• Team: Manages a team of 12-15+ National Account Managers and specialty service associates, reporting to the Corporate Vice President, National Accounts Service.
• Mission: To ensure service resources are aligned to meet the unique needs of national account clients (5K+ lives), providing top-tier service and support as a point of differentiation.

What You’ll Actually Do
• Leadership: Provide guidance and coaching to direct reports, ensuring the team meets productivity, quality, and Voice of the Customer targets and established service levels.
• Client Service: Oversee a team responsible for the execution of end-to-end service delivery for national account clients, including complex changes to existing policies.
• Relationship Management: Develop and maintain strong business partnerships with distribution channels and all matrix units to ensure cohesive service across the client value chain.
• Issue Resolution: Serve as an escalation contact for clients and brokers, driving timely resolution for complex issues and inquiries.
• Team Development: Recruit top talent and cultivate a high-potential culture within the team by supporting career growth and professional development initiatives.

The Must-Haves
• Background: Director-level leadership experience within the group insurance industry, preferably with a Bachelor’s degree.
• Experience: 5+ years of steadily increasing responsibility in leadership positions, with experience building high-performing teams and developing client and broker relationships, preferably within the insurance industry.
• Skills: Superior communication and collaboration skills with the ability to influence peers/partners; group benefits product knowledge including life, AD&D, disability, absence management, and voluntary benefits; experience driving operational efficiencies.
• Bonus: Preference for candidates who reside in or near the Pittsburgh, PA; Bethlehem, PA; or Des Moines, IA areas.