Description and Requirements
AVP Regional Business Service
Preferred Location(s): Aurora, IL or Tampa, FL
Alternate Location(s): Other locations may be considered.
Setting: Hybrid
Reports to: VP, Regional Business Service & Implementation
Travel: 10% to 20%
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. We're united by our purpose to help our customers and each other create a confident future; we're guided by empathy; and we're inspired by each other to make a difference in the lives of our coworkers, customers, communities, and the world at large. At MetLife, it's #AllTogetherPossible . Join us!
The Team You Will Join:
The Regional Business service team is a region of approximately 100 associates located in various locations through the geographic region they support, plus Aurora, IL and Tampa, FL.
Location:
We have six available positions for this role. There is a strong preference that these roles will be based in Aurora, IL or Tampa, FL. Other locations that are aligned with the geographic region to be supported may be considered. The six regions we have opened are MidAtlantic, Midwest, Northeast, South, Southeast, and West.
The Opportunity: The Regional Business Service Leader provides leadership for a Regional Business Service team dedicated to providing service to broker and employer groups from 2 employees to 5k employees. The Service Leader leads a region that includes Service Managers & Supervisors, Client Service Consultants, Account Managers and Sales Coordinators and has end to end accountability for service delivery, expense management and resource decisions, business planning and performance analysis across the service functions.
This role has full responsibility and oversight for group client and broker satisfaction, NPS, operational deliverables, expenses, as well as shared accountability to support and enable responsible growth of the business with the regional sales and underwriting leaders.
The Regional Business Service Leader also has leadership responsibilities of key strategic initiatives across the Regional Business Service organization at a national level.
How You'll Help Us Build a Confident Future (Key Responsibilities):

• Translates senior management vision and develops regional vision, strategy, service levels, and business objectives. Communicates vision and strategy to staff
• Leads and manages a team of Service Managers, account managers, client service associates and sales support associates to ensure high customer and broker satisfaction and persistency
• Leads all aspects of end-to-end customer and broker servicing, including working with internal partners to ensure delivery is aligned with market expectations. Manages delivery of services provided by external vendors
• Partners with colleagues to create business plans and to identify revenue growth and expense reduction opportunities
• Responsible for maintaining complete and accurate customer and broker data on all internal reporting systems
• including executing on account plans and stewardship meetings
• Manages escalated customer and broker issues for assigned book of business
• Anticipates and plans for emerging concerns and issues and identifies opportunities for improvement through detailed knowledge of the business. Identifies and leverages best practices across regions and leads change to continue to develop and deploy improvements to the service model
• Accountable for execution for all operational tasks across the regional service team
• Leads, establishes, encourages and builds strong business relationships with partners to deepen customer and broker relationships and deliver on market needs
• Works closely and partners with Sales leadership and Underwriting to drive optimal broker and customer experiences, retention and growth
• Responsible for process improvement, developmental assignments, coaching/counseling and day to day management. Motivates staff with appropriate recognition and feedback
• Leads discussion around workload balancing and team delivery. Ensures appropriate time tracking by associates to drive demand and capacity management
• Drives accountability within the region by managing and monitoring key metrics and business outcomes across the team.
• Accountable for informing and communicating with senior leadership
• Able to manage multiple priorities
• Performs other related duties as assigned or required

What You Need to Succeed (Required Qualifications):

• 10 + years of related work experience in the insurance industry
• Deep understanding of Group Benefits and products
• Strong operational management skills
• Strong communications, oral & written
• Strong leadership and coaching skills
• Strong financial acumen
• Strong collaboration skills, ability to partner across the enterprise
• Bachelor's degree in related field or equivalent experience, advanced degree preferred

Leadership Competencies:
Thinks Strategically - Sets direction aligned to the company's strategy, applying external and global perspective to meet local and global needs.
Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
Grows Talent - Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
Key Relationships:
Team Size - 6 to 7 direct report Managers with approximately 110 total employees
Key Stakeholders - Group Benefits Stakeholders, including sales, legal, claims and technology and underwriting
Salary Range: The wage range for applicants for this position is 154,700 to 206,300. This role is also eligible for annual short-term incentive compensation and stock-based long-term incentives. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer: Our U.S. benefit programs are geared toward health and wellness, financial protection, and retirement savings. In addition to comprehensive health coverage including medical/prescription drug, dental, vision, and no-cost short- and long-term disability benefits also include:

• Retirement plan (cash balance pension) with a minimum monthly contribution regardless of an employee's pay and 401(k) with employer matching
• Company-paid life insurance and legal services, and discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance
• Employee Assistance Program (EAP) and digital mental health programs
• Expert support for medical second opinions, cancer care navigation, diabetes and hypertension, weight loss/fitness, joint and spine health, caregiving, and more
• Generous paid time off, including a floating cultural heritage day
• Paid volunteer time off and charitable contribution match
• Tuition assistance
• Family benefits including paid parental leave, adoption and surrogacy assistance, child and eldercare support, college advising program

Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. 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.
#BI-Hybrid