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Service Manager

4 months ago

Aurora, Colorado, United States MetLife Full time

Description and Requirements
Role Value Proposition:
This role manages Account Manager (AM), Client Service Consultant (CSC) and Sales Coordinator (SC) associates for a Regional Market service team within the MidAtlantic Region. Drives quality broker and customer service experiences and secures profitable revenue through the management of internal customer unit resources. This position will support our Cleveland and Pittsburgh markets.
Key Responsibilities:

  • Manages all aspects of end-to-end customer and broker servicing. Manages a team of account managers, client service associates and sales support associates to ensure high customer satisfaction and profitable persistency.
  • Works directly with multiple customers and brokers and manages all assigned customer relationships through the team. Works directly and closely with multiple customers and brokers, developing and executing on account plans and stewardship meetings. Responds to requests and initiates contact in anticipation of emerging concerns and issues. Handles escalated customer and broker issues for assigned book of business.
  • Anticipates operational problems and identifies opportunities for improvement through detailed knowledge of clients' businesses. Identifies and leverages best practices across regions and manages change to continue to develop and deploy improvements to the service model.
  • Responsible for process improvement, developmental assignments, coaching/counseling, and day to day management. Motivates staff with appropriate recognition and feedback.
  • Manages, establishes, encourages, and builds strong business relationships with partners, especially Sales, to deepen customer and broker relationships.
  • Works closely and partners with Sales leadership to drive customer experience, retention, and growth.
  • Manages internal work teams to assure timely and accurate preparation and delivery of all services, including preparation of benefit plan objectives and analyses, trend studies, normative research, renewal, and financial reports, SPDs, and/or contracts, etc. Manages discussion around workload balancing and team delivery via huddles and huddle boards. Ensures appropriate time tracking by associates to drive demand and capacity management.
  • Drives accountability of his or her team by managing and monitoring key metrics and business outcomes across teams including customer and broker satisfaction, due and unpaid bills, and all other operational metrics.
  • Partners with internal resources such as actuarial, IT, and claims functions to ensure timely, accurate delivery of services to customers and brokers; manages delivery of services provided by external vendors.
  • Partners with colleagues to create profitable case-specific business plans and to identify revenue growth and expense reduction opportunities. Participates in developing proposals, meeting potential clients, and client presentations. Responsible for maintaining complete and accurate customer and broker data on all internal reporting systems.
  • Able to manage multiple priorities.


Essential Business Experience and Technical Skills:
Required:

  • 5 plus years of relevant business experience
  • 4+ years people management/leadership experience
  • Demonstrated experience with operations management role, including people management, project management, change management executing on key metrics activities
  • Competencies: Focus on customers, manage performance successfully, negotiation skills, relationship building, talent development, change management


Preferred:

  • Bachelor's Degree or Advanced Degree
  • 10+ years of experience
  • Possesses strong leadership skills; ability to lead, develop and motivate small team
  • Extensive experience managing complex client accounts and relationships
  • Excellent organizational, interpersonal, and communication skills, both written and verbal
  • Ability to work autonomously and manage time efficiently to meet client deadlines
  • Analytical thinking and decisiveness
  • Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness
  • Ability to manage client expectations with MetLife capabilities and understand the impact both administratively and financially
  • Strong understanding of the U.S. economy, industry trends and legal developments impacting business
  • Demonstrated advanced knowledge of benefit plan administration and contracts
  • Advanced knowledge of group products, services and systems and ability to strategically analyze the interaction of these products, services, and systems
  • Self-motivated to learn more about the business and assist team members in personal development
  • Ability to excel in problem identification and solving.
  • Demonstrated multi-tasking, organizational and prioritization skills are a must.
  • Strong interpersonal skills: ability to develop value-added relationships with brokers/customers.


Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more
About MetLife
Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 Fortune 100 Best Companies to Work For , MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
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