Manager of Small Case Client Management

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Responsible for leading a client management team for the small case market (under 100 lives). Partner with sales and operations leaders across the Employee Benefits division to provide an effective, efficient service experience for our customers and brokers that is representative of our culture. Model and promote customer service excellence.

Monitor and ensure proper operation of customer engagement, experience, satisfaction, and retention while coaching and developing employees to greater levels of success.

• Monitor, evaluate, and provide feedback on employee’s performance.
• Coach and develop team to ensure that individual and department KPIs are achieved.
• Develop and leverage interdepartmental relationships focused on ensuring balanced and effective outcomes in service to the customer experience.
• Monitor metrics and adherence measurements to balance workloads, productivity and quality.
• Analyze trends to develop and execute strategies designed to improve customer satisfaction, efficiency, and retention.
• Participate/lead department and organizational sponsored projects.

Responsible for managing the work environment, identifying workforce needs and ensuring alignment with corporate manager expectations, values, and vision.

Principal Duties and Responsibilities:

40%           Lead daily representative functions including coaching, training, development, and review of client management activities. Carry out performance management, monitoring, and evaluation of team and individual employee success. Distribute and manage workloads through use of data, feedback and monitoring tools to ensure timely resolution for customers and brokers. Ensure customers are routed appropriately with all relevant and accurate information necessary to resolve their need. Review, negotiate and resolve complex service issues escalated by staff and other internal and external customers. Model service excellence in interactions with brokers, customers and employees.

30%           Foster continuous improvement culture focused on customer experience and ongoing growth of team capacity and capabilities. Analyze trends to develop and execute strategies to improve customer satisfaction, maximize productivity, ensure quality and drive customer retention. This includes speed and quality of service, knowledge levels and capabilities of the small case client management team, and deep alignment with all other areas responsible for serving our small case customers.

20%           Plan and execute renewal strategy for the small case block of business. Ensure high quality, timely renewals are presented and completed successfully. Promote opportunities to add new lines of coverage and retain existing lines. Provide leadership and coaching to the team to effectively manage successful renewals.

10%           Promote and maintain a collaborative team culture and foster strong stakeholder relationships with other departments, including those in underwriting, policyholder services, legal, claims and contact center. Contribute to division and department objectives through active participation on the department management team.     

Knowledge, Skills and Abilities:

Advanced analytical skills and problem-solving skills. Ability to mine data and perform critical analysis of key data.  Strong communication and leadership skills.  Demonstrated change management skills. 

Job Specifications:

Required education: High school diploma or equivalent

Preferred education: Bachelor’s degree in Business Administration or related field

Required experience: 3-5 years of experience in supervision, preferably in the employee benefits or group insurance field or the equivalent combination of education and/or relevant experience. Preferred experience: NA

Required professional licensure or certification: Life and Disability insurance license for resident state within assigned territory and the State of New York. License must be obtained within 6 months of hire date and kept current by meeting all continuing education, payment and other state DOI requirements 

Preferred professional licensure or certification: NA

Location:

Employees in this role are eligible for fully remote work (other than periodic in-person meetings or other periodic business travel).

Travel Requirements:

Occasional travel only (such as for planning purposes, team-building, or conferences) may be required.

Physical Requirements:

We have built an enduring legacy of stability, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions

• An annual incentive bonus plan

• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure

• A supportive, responsive management approach and opportunities for career growth and advancement 

• Paid parental leave and adoption/surrogacy assistance

• An employee giving program that double matches your donations to eligible nonprofits and schools

In addition to the competitive salary range below, our employee-focused benefits support work-life balance. Learn more about working at The Standard.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance.

The actual compensation for this role will be based on a combination of education and experience, knowledge and skills, position budget, internal equity, and market data.

Salary Range:

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law. Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. After any conditional offer of employment is made, the background check will include an individualized assessment based on the applicant’s specific record and the duties and requirements of the specific job. Applicants will be provided an opportunity to explain and correct background information. All employees of The Standard must be bondable.