Director, National Account Management

New York Life Insurance Co.; New York (NY); Remote; USD 90,000 - 143,000; Full time

Benefits offered by this job

Leave programs

Adoption assistance

Student loan repayment programs

Job summary

New York Life is seeking a Director, National Account Management, to lead a 12–15+ person team delivering end-to-end service for inforce national accounts (5K+ lives). You will align resources to client needs, foster top-tier service, and drive growth through KPI insights and cross-functional partnerships.

The role requires strong communication, collaboration, and a bias for action to ensure service excellence and achievement of corporate goals in a remote work setting with travel as needed.

Qualifications

• Bachelor’s degree preferred.
• 5+ years of leadership responsibilities in roles within group insurance.
• Experience building high-performing teams through recruiting, talent development, and change management.
• Excellent communication and collaboration skills with ability to influence peers/partners.
• Experience developing client and broker relationships, preferably within the insurance industry.
• Group benefits knowledge including life, AD&D, disability absence management, and voluntary benefits.
• Experience driving operational efficiencies, including workflow, staffing, and process improvements.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Serve as a functional leader, providing guidance and coaching to direct reports.
• Manage adherence to productivity, quality and Voice of the Customer targets and service levels.
• Develop relationships with distribution partners to establish clarity and build trust across team responsibilities.
• Develop and maintain partnerships with matrix units to ensure cohesive service delivery across the client value chain.
• Serve as escalations contact for clients and brokers to drive timely issue resolution.
• Recruit top talent and cultivate a high-potential culture within the team.
• Partner with department head and HR on people management activities, including performance management and staffing.
• Support department head with budget adherence and staffing plans.

Skills

Leadership

Team Building

Client Relationships

Communication

Strategic Planning

Cross-functional Collaboration

Education

Bachelor's degree preferred

Job description

Location Designation: Fully Remote

Location Preference: This position is remote; however, there is a preference for candidates who reside in or near the Pittsburgh, PA; Bethlehem, PA; or Des Moines, IA areas.

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid‑sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you’ll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions.

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship‑based company and appreciates how both virtual and in‑person interactions support our culture.

Role Overview:

The Director, National Account Management, manages a team of service professionals responsible for the execution of service delivery for our national account client segment (i.e., employers with 5K+ lives). The leader is responsible for ensuring service resources are aligned to meet the unique needs of inforce clients in this segment, providing top tier service and support as a point of differentiation in the group benefits marketplace. This role reports to the Corporate Vice President, National Accounts Service.

The Director has oversight for a team consisting of 12 – 15+ National Account Managers and specialty service associates who manage end‑to‑end service delivery for inforce clients, including complex changes to existing policies. The ideal candidate will possess superior communication and collaboration skills with a bias for action and accountability to drive service excellence as the standard. The leader will ensure the department is on track to meet organizational goals, leveraging KPIs to measure performance and ensure alignment with client expectations and corporate growth objectives.

What You’ll Do:

• Serve as a functional leader, providing guidance and coaching to direct reports.
• Manage adherence to productivity, quality and Voice of the Customer targets and established service levels.
• Develop strong relationships with distribution partners to establish clarity and build trust across team responsibilities, including ownership of the inforce service delivery experience.
• Develop and maintain effective business partnerships with all matrix units to ensure cohesive execution of service across the client value chain.
• Serve as escalations contact for clients and brokers to drive timely issue resolution.
• Recruit top talent and cultivate a high potential culture within the team by supporting career growth and professional development.
• Partner with department head and HR/shared services on people management activities, including performance management, talent review, compensation planning, staffing, recruiting, training, coaching, and engagement.
• Support department head with adherence to budget and staffing plans, identifying operational expense efficiencies where possible.
• Leverage continuous improvement to reduce process friction and drive improved client outcomes.
• Contribute to projects and initiatives in support of Client Services transformation, including enhancements to administrative platforms and client‑facing technology.

What You’ll Bring:

• Bachelor’s degree preferred.
• 5+ years of steadily increasing responsibility in leadership positions, preferably within the group insurance industry.
• Experience building high‑performing teams through recruiting, talent development, and change management.
• Excellent communication and collaboration skills with ability to influence peers/partners.
• Experience developing client and broker relationships, preferably within the insurance industry.
• Group benefits product knowledge, including life, AD&D, disability absence management, and voluntary benefits.
• Experience driving operational efficiencies, including workflow, staffing, and process improvements.
• Ability to thrive in a fast‑paced, dynamic environment.

Pay Transparency

Salary range: $90,000 - $143,000

• Overtime eligible: Exempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

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.

• leave programs
• adoption assistance
• student loan repayment programs

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners.