Manager - Client Services

Job Location: United States : Pennsylvania : Pittsburgh

Alternate Job Location: United States : Pennsylvania : Pittsburgh || United States : Florida : Tampa || United States : Illinois : Aurora

Work Arrangement: Hybrid

Role Value Proposition

Leads Account Managers, Client Service Consultants and Sales Support Associates for a Regional Market, servicing the Mid-Atlantic sales office. You will be responsible for driving quality broker and customer service experiences and securing profitable revenue through the management of internal customer unit resources.

Key Responsibilities

• Manage a team of approximately 15 direct reports, consisting of junior to senior level Client Service Consultants and Account Managers, with full people management responsibilities, including hiring, terminations, promotions, performance and compensation management, and training and development
• 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 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, and contracts
• Partners with internal resources such as sales, billing, and remittance, claims and IT 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

Essential Business Experience and Technical Skills

Required:

• 10 years of relevant experience
• Possesses strong leadership skills; proven ability to lead, develop and motivate teams
• 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
• 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
• Self-motivated to learn more about the business and assist team members in personal development
• Ability to excel in problem identification and solving
• Strong interpersonal skills; Able to develop value-added relationships with brokers/customers

Preferred:

• Bachelor’s Degree
• 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
  

Assignment Category

Full Time

Travel

Up to 25%

Business Category

US Business

Number of Openings

1

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.

MetLife:

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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.