Service Leader Onsite Relationship Management

• Champion Service Relationships: Serve as the trusted point of contact for GO Agency Managers recruiters and agents understanding their unique needs and ensuring that they receive the service support they need to succeed.
• Resolve Service Escalations: Address concerns with empathy urgency and accountability to maintain agent satisfaction and build long-term loyalty; follow through on complex service challenges to ensure resolution.
• Oversee Onsite Specialist(s) at the office to include performance management and monitoring workload to ensure productivity metrics are met.
• Support Strategic Sales Engagements: Collaborate with our Agency sales team to align service initiatives with business development goals including incentive programs and agent enablement.
• Provide AI & Digital Support: Deliver training support and guidance on the use of AI-driven tools and digital platforms helping agents and staff leverage innovative solutions for enhanced productivity and service excellence.
• Coordinate Local Engagement Events: Plan and execute local events that reinforce partnership drive engagement and create opportunities for connection between Service and our sales partners.
• Enable Change and Adoption: Lead training and onboarding for new service tools and capabilities fostering adoption and continuous improvement.
• Oversee Office Operations: Manage local facilities and technology support; in partnership our Service team ensure an environment that supports relationship-building and productivity.
• Support Financial Accuracy: Oversee local financial processes with precision ensuring transparency and accountability in service-related expenditures.

• Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire
• Bachelor's degree or equivalent business experience
• Strong interpersonal and communication skills with a proven ability to build trusted relationships at all levels
• Ability to effectively advocate for the utilization of new service capabilities among our local Agency partners and influence strong adoption of digital solutions
• Customer-centric mindset with a passion for understanding and exceeding expectations
• Proficiency in Microsoft Word Excel PowerPoint Outlook and SharePoint
• Ability to learn quickly while managing in-office responsibilities
• Proactive mindset in identifying and resolving service challenges

• Experience in a client relationship account management or internal business partner-facing role
• Ability to influence across functions and levels without direct authority
• Strong problem-solving and analytical skills
• Background in training or coaching preferred

What We Do

At New York Life our 180-year legacy of integrity mutuality and financial strength fuels a future defined by bold transformation. As the largest mutual life insurance company in the U.S. we operate on behalf of our policy owners—not shareholders. That structure allows us to take a long-term view investing in people purpose and innovation that endures. Guided by a clear enterprise vision to become a technology- data- and AI-powered company we’re modernizing our platforms rearchitecting experiences and embedding intelligence across our products and services. Our mission has always been about helping people through life’s most meaningful moments. Today technology is amplifying that mission—enabling us to serve clients advisors and communities in more personalized proactive ways. With a diversified business portfolio spanning insurance investments retirement group benefits and direct-to-consumer offerings New York Life delivers the stability of a Fortune 100 company with the agility of one that’s continuously evolving. We’re powered by a values-led culture inclusive teams and a shared belief that when our people thrive so does our company. Here tradition fuels momentum—and your ideas energy and growth power what’s next.

Why Work With Us

New York Life is transforming from the inside out—blending 180 years of trust with the velocity of innovation. What makes us different is our culture: grounded in integrity humanity and shared success—values that show up in how we work lead and grow. If you want a place where innovation has purpose—build what's next with us.

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