Job Responsibilities and Requirements

The Manager, Middle Market Service is directly responsible for overseeing and managing a designated  region of client management staff.

The Manager, Middle Market Service will assist in the development of coordinated best practices and effective workflows within the Client Management Team, including all areas of client service delivery and general office administration. Will also function as a liaison and advocate on behalf of their office to various administrative office departments as well as to the Sales Operations area. The Manager, Middle Market Service  will be a contributor and participant in various initiatives and projects, in accordance with corporate goals and objectives.  They will assist in developing and monitoring training programs for both new hires and existing staff as required, and in facilitating the performance management and development of their staff.

Duties and Responsibilities:

Client Management

• Lead and manage all client management positions within the Middle Market assigned region ensuring productivity, quality, and staffing metrics are met.

• Oversee all business functions and workflow in support of corporate sales, persistency and profitability goals.

• Provide subject matter expertise for absence, disability, life, supplemental health, vision, and dental products.

• Serve as liaison with other departments to resolve client and broker issues.

• Manage renewal activities and resolve service issues to improve client satisfaction and retention.

Operational

• Establish, monitor, and manage key performance indicators (KPIs) such as response time and client satisfaction.

• Prepare annual performance evaluations and development plans for team members.

• Manage hiring, performance, and terminations as needed.

• Communicate clear job descriptions and career paths for the regional sales territory.

• Adhere to management standards set by leadership, including core processes, staff meetings, and performance reviews.

• Ensure the regional territory meets service and sales support goals, operational excellence, and productivity targets.

• Achieve all required service delivery and persistency metrics.

• Other duties as assigned.

Required Knowledge, Skills, Abilities and/or Related Experience

• Relevant Bachelor’s Degree and minimum 5 years directly related work experience, preferably in the Group Insurance Industry within a Regional Sales Office.

• Minimum of 3 years of relevant supervisory experience, including superior influencing skills at all levels of staff and management

• PC proficiency, including MSOffice Suite products as well as the ability to become proficient on required internal system applications on a timely basis.

• Ability to thrive in a fast-paced, challenging and collaborative sales environment

• Strong organizational and time management skills, as well as the ability to work independently with minimal hands-on supervision.

• Commitment to continuous, ongoing improvement in the level of service provided by all sales, service and support staff within the assigned Regional Sales Office

• Excellent people skills, ability to develop strong working relationships with other departments and with outside vendors

• Ability to display and use excellent discretion and judgment.

• Strong overall focus on providing “best practices” sales, service and support to the assigned Regional Sales Office producer staff, brokers, clients and Administrative Office population.

• The candidate must be able to maintain confidential information

• Incumbent must be appropriately licensed (Life and Health for assigned States)

Ability to Travel: Up to 25%                        

The expected hiring range for this position is $94,090.00 - $125,610.00 annually for work performed in the primary location (Phoenix, AZ). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.