Director National Accounts Client Services

MetLife; Aurora (IL); Hybrid; USD 125,000 - 140,000; Full time

Benefits offered by this job

Health plan (medical, vision, dental)

401(k) with employer matching

Life insurance

Employee Assistance Program

Paid time off

Job summary

MetLife’s Group Benefits team is seeking a Client Services Director to strategically lead client service operations, ensuring exceptional experiences and operational excellence for a portfolio of large customers.

You will partner with customers, brokers, and partners to expand offerings, influence service strategy, drive growth, and mentor teams delivering innovative solutions that strengthen client outcomes.

Qualifications

• 5-7 years relevant business experience as a proven leader with deep industry expertise.
• Highly skilled in project management, problem-solving, and analytical decision-making.
• Collaborative and influential communicator who works across stakeholders in ambiguous environments.
• Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organizing information, and improving day-to-day efficiency.
• High school diploma or equivalent.

Responsibilities

• Provides strategic leadership and oversight of client service operations, ensuring timely, accurate delivery of all customer-facing services and deliverables.
• Builds and maintains strong relationships with customers and brokers, proactively addressing needs, anticipating concerns, and driving customer satisfaction.
• Serves as the primary owner of day-to-day account management, identifying operational risks, resolving issues, and implementing continuous improvement opportunities.
• Collaborates across internal teams and external partners to ensure seamless service delivery, operational excellence, and achievement of client objectives.
• Contributes to business growth and profitability through financial stewardship, strategic planning, participation in RFPs and client presentations, and maintaining accurate operational reporting and data.

Skills

Strategic leadership

Client service operations

Relationship management

Cross-functional collaboration

AI tools usage

Project management

Analytical decision-making

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

AI tools

Job description

Description and Requirements

The Team You Will Join

Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Opportunity

The Client Services Director is responsible for leading the strategic delivery of client service operations, ensuring exceptional customer experiences, operational excellence, and the achievement of business objectives through strong client relationships, proactive account management, and cross-functional collaboration across the assigned customer unit and client portfolio.

This is an exciting opportunity to partner with some of MetLife's largest and most complex customers, influence service and operational strategy, drive business growth, and lead teams in delivering innovative solutions that strengthen client outcomes and deepen customer trust.

Key Responsibilities

• Provides strategic leadership and oversight of client service operations, ensuring timely, accurate delivery of all customer-facing services and deliverables.
• Builds and maintains strong relationships with customers and brokers, proactively addressing needs, anticipating concerns, and driving customer satisfaction.
• Serves as the primary owner of day-to-day account management, identifying operational risks, resolving issues, and implementing continuous improvement opportunities.
• Collaborates across internal teams and external partners to ensure seamless service delivery, operational excellence, and achievement of client objectives.
• Contributes to business growth and profitability through financial stewardship, strategic planning, participation in RFPs and client presentations, and maintaining accurate operational reporting and data.

Required Qualifications

*

5-7 years relevant business experience as a proven leader with deep industry expertise, strong business acumen, and a track record of successfully leading teams and delivering results.*

Highly skilled in project management, problem-solving, and analytical decision-making, with the ability to manage multiple priorities, adapt to changing circumstances, and drive execution.*

Collaborative and influential communicator who builds strong relationships, motivates teams, works effectively across stakeholders, and operates successfully in both autonomous and ambiguous environments.*

Ability to use approved AI tools to support routine tasks such as drafting, summarizing, organizing information, and improving day-to-day efficiency*

High school diploma or equivalent.

Preferred Qualifications

• Bachelor’s degree in related field preferred.
• Prior experience with Disability benefits.
• Knowledge of Group Benefits core (particularly Life, and Dental) and voluntary products.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $125,000 - $140,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

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, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please [1] click here.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the 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.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s [2] #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").

If you need an accommodation due to a disability, please email us at [e-mail]. 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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.References

Visible links1. https://www.metlife.com/content/dam/metlifecom/us/noindex/pdf/HR-US-Benefits/US-Benefits-Overview-10-13-2025.pdf2. https://www.metlifecareers.com/ml/GreatPlaceToWork