Mgr. - Middle Market Service

Reliance Matrix•Boston, MA

6d•Hybrid

About The Position

The Manager, Middle Market Service is directly responsible for overseeing and managing a designated region of client management staff. This role assists in the development of coordinated best practices and effective workflows within the Client Management Team, covering client service delivery and general office administration. The Manager will act as a liaison and advocate for their office to various administrative office departments and the Sales Operations area, contributing to corporate goals and objectives through various initiatives and projects. They will also assist in developing and monitoring training programs for new and existing staff, and facilitate performance management and development for their team. Reliance Matrix delivers employee benefits, absence management, and workforce productivity solutions, aiming to inspire confidence and long-term engagement through integrated, reliable, and customized solutions. The company innovates with technology-driven absence and benefit solutions to help employees and employers manage time away from work, attract and retain human capital, and optimize workforce productivity and compliance. Reliance Matrix is a member of the global Tokio Marine Group.

Requirements

Relevant Bachelor’s Degree and minimum 5 years directly related work experience, preferably in the Group Insurance Industry within a Regional Sales Office.
Minimum of 3 years of relevant supervisory experience, including superior influencing skills at all levels of staff and management.
PC proficiency, including MSOffice Suite products as well as the ability to become proficient on required internal system applications on a timely basis.
Ability to thrive in a fast-paced, challenging and collaborative sales environment.
Strong organizational and time management skills, as well as the ability to work independently with minimal hands-on supervision.
Commitment to continuous, ongoing improvement in the level of service provided by all sales, service and support staff within the assigned Regional Sales Office.
Excellent people skills, ability to develop strong working relationships with other departments and with outside vendors.
Ability to display and use excellent discretion and judgment.
Strong overall focus on providing “best practices” sales, service and support to the assigned Regional Sales Office producer staff, brokers, clients and Administrative Office population.
The candidate must be able to maintain confidential information.
Incumbent must be appropriately licensed (Life and Health for assigned States).
Ability to Travel: Up to 25%.

Responsibilities

Lead and manage all client management positions within the Middle Market assigned region ensuring productivity, quality, and staffing metrics are met.
Oversee all business functions and workflow in support of corporate sales, persistency and profitability goals.
Provide subject matter expertise for absence, disability, life, supplemental health, vision, and dental products.
Serve as liaison with other departments to resolve client and broker issues.
Manage renewal activities and resolve service issues to improve client satisfaction and retention.
Establish, monitor, and manage key performance indicators (KPIs) such as response time and client satisfaction.
Prepare annual performance evaluations and development plans for team members.
Manage hiring, performance, and terminations as needed.
Communicate clear job descriptions and career paths for the regional sales territory.
Adhere to management standards set by leadership, including core processes, staff meetings, and performance reviews.
Ensure the regional territory meets service and sales support goals, operational excellence, and productivity targets.
Achieve all required service delivery and persistency metrics.
Other duties as assigned.

Benefits

An annual performance bonus for all team members
Generous 401(k) company match that is immediately vested
A choice of three medical plans (that include prescription drug coverage) to suit your unique needs
For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
Multiple options for dental and vision coverage
Company provided Life & Disability Insurance to ensure financial protection when you need it most
Family friendly benefits including Paid Parental Leave & Adoption Assistance
Hybrid work arrangements for eligible roles
Tuition Reimbursement and Continuing Professional Education
Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program