Field Service Management Team Leader

Guardian Life Insurance•Bethlehem, PA

7d•$68,970 - $113,310

About The Position

The Field Service Management Team Leader is responsible for leading a high-performing team of Associate Account Service Managers (AASMs) or Account Service Managers (ASMs) to deliver a service experience that is high quality, proactive, and low effort for Guardian’s clients. This role goes beyond operational leadership by elevating how the team thinks, solves problems, and partners with clients—driving insight-led service delivery, continuous improvement, and strong execution against service commitments. The Team Leader enables this by coaching, developing, and empowering team members while leveraging data, feedback, and emerging tools to enhance outcomes.

Requirements

Demonstrated experience leading and developing teams
Strong client service and account management experience
Proven ability to: Analyze trends and solve complex problems
Proven ability to: Influence across teams and functions
Proven ability to: Drive performance and operational outcomes
Experience working with data, tools, and systems to improve outcomes
In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship.

Nice To Haves

Group Benefits experience preferred

Responsibilities

Leads and Develops a High-Performing Team: Create a high-performing team through targeted coaching, feedback, and development planning. Set clear expectations and build critical thinking, accountability, and ownership across team members. Develop AASMs to operate with increased autonomy and confidence in decision-making. Foster a culture of continuous learning, feedback, and growth.
Elevates Service Delivery Through the Team: Lead the execution and continuous evolution of service delivery strategies aligned to client needs and organizational goals. Ensure consistent achievement of SLAs and KPIs, while improving quality and reducing effort for clients. Coach team members to move beyond issue resolution to proactive, consultative client support.
Drives Insight-Led Problem Solving: Analyze service trends, performance data, and recurring issues to identify root causes and systemic opportunities. Lead the team in developing and implementing long-term solutions vs. short-term fixes. Identify and mitigate operational and client risks, ensuring strong service outcomes and compliance.
Strengthens Client & Stakeholder Outcomes: Enable team members to build trusted client relationships grounded in clear communication and follow-through. Partner cross-functionally to remove barriers and improve end-to-end service delivery. Lead delivery of sales and persistency objectives through execution of talent, performance and organizational priorities. Share adoption of the operating model and evolving role expectations by reinforcing desired behaviors, accountability and cultural alignment. Partner closely with Client Management Market Leaders (CMMLs) to ensure strong accountability and resolution of escalated service issues.
Leads Through Change and Continuous Improvement: Translate business priorities and changes into clear, actionable direction for the team. Lead adoption of new processes, tools, and ways of working, reinforcing the “why” and desired outcomes. Drive initiatives that improve efficiency, consistency, and overall client satisfaction.
Leverage Data and Technology to Enhance Performance: Utilize data, reporting, and emerging tools to identify trends, opportunities, and performance gaps. Encourage and model the use of digital tools and AI-enabled solutions to streamline work and improve decision-making. Promote a culture of innovation and continuous improvement through technology.