Service Leader, Onsite Relationship Management 94837

New-York-Life; Waltham (MA); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

Discretionary bonus

Annual incentive program

Onsite work environment

Job summary

New York Life seeks a Service Leader in Waltham to strengthen agency relations and deliver tailored service solutions. You’ll act as the primary liaison between GO Agency Managers, recruiters, and agents, guiding service delivery and enabling adoption of digital tools.

Responsibilities include managing escalations, overseeing onsite specialists, collaborating with sales, and training staff on new tools and platforms to improve productivity and customer experiences.

Qualifications

• Bachelor’s degree or equivalent business experience.
• FINRA SIE and Series 99 exams required within six months of hire.
• Strong interpersonal and communication skills; ability to build trusted relationships at all levels.
• Proficiency with Microsoft Office suite and SharePoint; ability to learn quickly.

Responsibilities

• Serve as the trusted point of contact for GO Agency Managers, recruiters, and agents; ensure they receive the service support they need to succeed.
• Address service escalations with empathy, urgency, and accountability to maintain satisfaction.
• Oversee onsite specialists; monitor workload and productivity metrics.
• Collaborate with Agency sales to align service initiatives with business development goals.
• Provide AI and digital support; train and guide on AI-driven tools and platforms.
• Coordinate local engagement events to reinforce partnerships and drive engagement.
• Lead training and onboarding for new service tools and capabilities.
• Manage local facilities and technology support in partnership with the Service team.

Skills

Interpersonal skills

Communication skills

Customer-centric mindset

Problem solving

Learn quickly

Education

Bachelor’s degree or equivalent

Tools

Microsoft Word

Excel

PowerPoint

Outlook

SharePoint

Job description

Job DescriptionRequisition ID94837DepartmentService Experience Value StreamJob FunctionService Experience Value StreamLocationWaltham,Massachusetts,United StatesRole Location DesignationFully OnsiteLocation Designation: Fully OnsiteService Leader, Onsite Relationship ManagementBusiness Unit OverviewJoin 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 Boston–Atlantic 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 office. In this role, you'll serve 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.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.What You’ll Bring:Required SkillsMust pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hireBachelor’s degree or equivalent business experienceStrong interpersonal and communication skills, with a proven ability to build trusted relationships at all levelsAbility to effectively advocate for the utilization of new service capabilities among our local Agency partners, and influence strong adoption of digital solutionsCustomer-centric mindset with a passion for understanding and exceeding expectationsProficiency in Microsoft Word, Excel, PowerPoint, Outlook, and SharePointAbility to learn quickly while managing in-office responsibilitiesProactive mindset in identifying and resolving service challengesPreferred SkillsExperience in a client relationship, account management, or internal business partner-facing roleAbility to influence across functions and levels without direct authorityStrong problem-solving and analytical skillsBackground in training or coaching preferredPay TransparencySalary Range: $80,000-$105,500Overtime eligible: ExemptDiscretionary bonus eligible: YesSales bonus eligible: NoActual 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.Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.Company OverviewAt 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 BenefitsWe 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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.Our Commitment to InclusionAt 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. Click here to learn more about New York Life’s leadership in this space.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. To learn more about career opportunities at New York Life, please visit the Careers of www.NewYorkLife.com.Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.Job Requisition ID: 94837