Service Leader, Onsite Relationship Management 92663

New York Life Insurance; England; On-site; GBP 53,000 - 69,000; Full time

Job summary

A leading mutual insurance company in the UK is seeking a Service Leader to enhance service relationships and support local Agency needs. This role involves collaborating with agents, resolving service escalations, and leveraging technology to improve service delivery. The ideal candidate will possess a Bachelor's degree and strong interpersonal skills, ensuring a customer-centric approach to problem-solving. This dynamic opportunity offers a salary range of $70,000–$90,000 and the chance to contribute to a collaborative team environment.

Benefits

Full package of benefits

Leave programs

Adoption assistance

Student-loan repayment programs

Qualifications

• Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire.
• Strong interpersonal and communication skills with a proven ability to build trusted relationships at all levels.
• Ability to learn quickly while managing in-office responsibilities.

Responsibilities

• Serve as the trusted point of contact for Agency Managers and agents.
• Address concerns with empathy to maintain agent satisfaction.
• Collaborate with the Agency sales team to align service initiatives.

Skills

Interpersonal and communication skills

Customer-centric mindset

Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, SharePoint

Problem-solving skills

Strong relationship-building abilities

Education

Bachelor's degree

Job description

Location Designation: Fully Onsite

Business Unit Overview

Join our Field Service Team the driving force behind the delivery of exceptional experiences for New York Life’s agents and clients. As part of our diverse team you will shape seamless customer experiences. Whether you're helping an agent meet their clients’ life insurance needs, supporting strategic initiatives designed to enhance our operating environment or educating our agents on innovative digital solutions, your work will have a direct and consequential impact on our success in fostering customer trust and loyalty.

Role Overview

Join our dynamic management team at our Norfolk General Office (GO) as a Service Leader where you’ll play a critical role in strengthening connections across our organization and supporting the success of your local organization. This role serves as a relationship manager and the primary liaison between the Service team and our local Managing Partner recruiters and their agents, ensuring seamless communication, collaboration and alignment of service support with the needs of the General Office.

As a trusted advisor and problem-solver you’ll help match local Agency needs with solutions offered by the Service team and identify and implement service improvements to make it easier to meet their needs. Through education and advocacy you’ll ensure that our local Agency partners understand the easiest way (whether through technology or personalized support) to accomplish their desired tasks. Your work will be critical to driving a culture of partnership engagement and high performance. If you’re passionate about creating meaningful relationships and delivering tailored solutions in a collaborative dynamic environment this is a great opportunity for you to put your skills to work.

What You’ll Do

• 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.
• 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 with the 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.

What You’ll Bring: Required Skills

• Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire.
• Bachelor’s degree.
• 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.

Preferred Skills

• 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.

Pay Transparency

Salary Range: $70,000 – $90,000.

Overtime eligible: Exempt.

Discretionary bonus eligible: Yes.

Sales bonus eligible: No.

Actual base salary will be determined based on several factors, including experience, skills, qualifications and job location. Additionally, employees are eligible for an annual discretionary addition to base salary and may also be eligible to participate in an incentive program.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre‑hire fingerprinting.

Company Overview

At New York Life our 180‑year legacy of purpose and integrity fuels our future. As we evolve into a more technology‑, data‑ and AI‑enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities, inviting bold thinking, collaborative problem‑solving and purpose‑driven innovation. Here you’ll find the rare balance of long‑standing stability and forward momentum supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company we offer a place to grow your skills, contribute to meaningful work and deliver solutions that matter. Your ideas drive what’s next and your growth powers it.

Our Benefits

We provide a full package of benefits for employees and have unique offerings for a modern workforce, including leave programs, adoption assistance and student‑loan repayment programs. Based on feedback from our employees we continue to refine and add benefits to our offering so that you can flourish both inside and outside of work.

Our Commitment to Inclusion

At New York Life fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.