MetLife

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 Western Region.  Drives quality broker and customer service experiences and secures profitable revenue through the management of internal customer unit resources.    

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
• 4-5 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 plus 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.