Role Value Proposition:

This role is responsible for the account management and CSC associates for a regional market service team within the South Region. The Manager drives quality broker and customer service experiences and secures profitable revenue through the management of internal resources.

Key Responsibilities:

• Manages all aspects of end-to-end customer and broker servicing. Manages a team of account managers and client service 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 initiate contact in anticipation of emerging concerns and issues. Handles escalated customer and broker issues for assigned books 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 ensure 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 the team by managing and monitoring key metrics and business outcomes across teams including customer and broker satisfaction, inventory management, responsiveness, and all other operational metrics.
• Partners with internal resources such as Billing, 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:

• High school diploma
• 5 plus years of relevant business experience
• 3-5 years of people management/leadership experience
• Demonstrated experience with operations management roles, including people management, project management, change management, and a history of success executing key metrics activities.
• Possesses strong leadership skills; ability to lead, develop, and motivate team both in person and virtually.
• Excellent organizational, interpersonal, and communication skills, both written and verbal
• Extensive experience managing complex client accounts and relationships.
• 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.
• 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.
• Competencies: Focus on customers, manage performance successfully, relationship building, talent development, change management

Preferred:

• Bachelor’s Degree
• 8-10 plus years of experience
• 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.

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.