Client Services Director

Description and Requirements
National Accounts Client Services Director
Role Value Proposition:
Ensures quality customer service and secures profitable revenue through the management of internal customer unit resources and engagement with key clients and brokers.
Key Responsibilities:

• Leads and manages internal customer unit personnel to assure timely and accurate 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...
• Works directly and closely with multiple customers and brokers, responding to requests and initiating contact in anticipation of emerging concerns and issues.
• Anticipates operational problems and identifies opportunities for improvement through detailed knowledge of clients' businesses.
• Manages all aspects of day-to-day customer servicing.
• Works with internal resources such as actuarial, IT, and claims functions to ensure timely, accurate delivery of services to clients; manages delivery of services provided by external vendors.
• Works with management colleagues to create profitable case-specific business plans and to identify revenue growth and expense reduction opportunities.
• Participates in RFP process in areas such as developing proposals, meeting potential clients, and client presentations.
• Responsible for maintaining complete and accurate customer unit data on all internal reporting systems.
• Performs other related duties as assigned or required.

Essential Business Experience and Technical Skills:
Required:
• 8-10+ years of relevant product/industry experience, as well as 5-7+ years of people management/leadership experience

• Strong project management skills including problem solving, attention to detail, analytical thinking and decisiveness
• Passionate and motivational, with excellent communication skills

• Industry, enterprise, and client business acumen
• Strong relationship building and collaboration
• Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible.
• Comfortable adapting to ambiguity and changing priorities
Preferred:
• Bachelor's degree in related field preferred
• Knowledge of Group Benefits core (particularly Life, Disability, and Dental) and voluntary products
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 Fortune 100 Best Companies to Work For ®, 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. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
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.
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