Director, National Account Service Manager
About The Position
The Director of National Account Service Management joins Lincoln Financial’s Group Protection Distribution Team supporting Workplace Solutions. This role provides leadership, coaching, and development to National Account Service Managers who manage customers across the country. The Director helps the team retain and grow the national block of business, serve as an extension of internal and external partners, and deliver a positive customer service experience. The role oversees customer escalations, implementation activity, and ongoing relationship management to drive new business and persistency for inforce business. The Director partners with National Account Executives, AVPs, and National Leadership to support sales and retention goals, align assignments and segmentation with customer and broker demands, and build relationships that influence retention and sales. The position is hybrid, with three days a week in a Lincoln office, and travel may be required up to 25%.
Requirements
- Bachelor’s degree or equivalent work experience; four years of experience may be substituted for a bachelor’s degree.
- At least 5 years of relationship management experience directly aligned with the role’s responsibilities.
- At least 3 years of managerial, supervisory, or demonstrated leadership experience.
- Experience working with clients or brokers.
- Account management and/or distribution experience, such as sales or account management.
Nice To Haves
- Project management experience.
- Strong attention to development, culture, and engagement.
- Passion for building strong partnerships and relationships.
Responsibilities
- Direct and evaluate individual and team performance, taking appropriate action to meet or exceed performance standards.
- Identify and direct process improvements that significantly reduce workloads or improve quality across the department.
- Maintain collaborative relationships with key stakeholders across functional areas and serve as a resource to team members on complex assignments and projects to improve the broker and customer experience.
- Partner with National Leadership to identify segmentation needs, assignments, and goals based on customer and broker demands.
- Collaborate with leaders to define expectations and communicate execution of sales and retention goals to their teams.
- Direct and enhance organizational initiatives by supporting change management and departmental or enterprise initiatives.
- Ensure top talent is hired and retained.
- Build organizational capabilities and analyze relationship metrics and dashboards to assess the effectiveness of relationship management activities.
- Provide leadership, coaching, and development to National Account Service Managers.
- Oversee customer escalations, implementation activity, and ongoing relationship management.
- Partner with National Account Executives and AVPs to support national sales and retention goals.
Benefits
- Paid time off and parental leave.
- Competitive 401(k) and employee benefits.
- Free financial counseling, health coaching, and employee assistance program.
- Tuition assistance program.
- Leadership development and virtual training opportunities.
- Work arrangements that work for you.
- Productivity and technology tools and training.
- Potential eligibility for the Annual Incentive Program; other rewards may include long-term incentives and sales incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Director
