Senior Director Relationship Management, Voluntary Benefits

Standard Insurance Company • Portland, OR

2d • Remote

About The Position

The Senior Director of Relationship Management leads a team of relationship managers serving The Standard’s voluntary benefits line of business. The role translates employee benefits strategy into multiyear plans and delivers proactive client-facing solutions, including account services, broker services, education services, and resolution of client service issues.

The position owns execution and results for seamless client service, aligning leaders and their teams around shared outcomes. It escalates and drives resolution of service issues in partnership with peer leaders in Sales, Account Management, Service, Operations, and Actuarial. The Senior Director measures performance and directs action plans across market segments to achieve service organization goals, including client retention, market and client insights, and participation in prospect finalist presentations.

The role evaluates data sources, tools, and structures, and partners with cross-functional systems owners to build a metrics-driven framework for data-informed practices and decisions. It also fosters continuous learning through best practices and the Lean Management System. The position requires balancing client advocacy with enterprise financial objectives and identifying opportunities for profitable growth.

Requirements

• At least 8 years of client management experience.
• At least 2 years of experience as a leader of leaders.
• Prior experience developing measures and metrics and applying a pragmatic approach to turning data into actionable business improvement.
• Strong understanding of revenue drivers, profitability, client retention, contract economics, and cost to serve.
• Ability to balance client advocacy with enterprise financial objectives and identify opportunities for profitable growth.
• Ability to develop and articulate business unit goals and encourage cross-departmental collaboration.
• Ability to create and support programs that improve customer service and understand external factors that may affect customer perspectives.
• Ability to use knowledge of the business model, challenge assumptions and conventional thinking, and develop new strategies.

Nice To Haves

• Bachelor’s degree preferred.
• Voluntary benefits industry certifications.
• Project management experience or certification.
• Lean management experience or certification.
• Change management experience or certification.

Responsibilities

• Lead a team of relationship managers for the voluntary benefits line of business.
• Translate employee benefits strategy into multiyear plans for proactive client-facing solutions.
• Oversee account services, broker services, education services, and resolution of client service issues.
• Own the execution and results of seamless client service, aligning leaders and their teams around shared outcomes.
• Escalate and drive resolution of service issues in partnership with leaders in Sales, Account Management, Service, Operations, and Actuarial.
• Measure performance and direct action plans across market segments to achieve service organization goals and initiatives.
• Support client retention, market and client insights, and participation in prospect finalist presentations.
• Evaluate data sources, tools, and structures and partner with cross-functional systems owners to develop a metrics-driven framework.
• Promote data-driven practices and decisions.
• Build a community of continuous learners by embracing best practices and the Lean Management System.

Benefits

• Medical, dental, and vision benefits.
• 401(k) plan with matching company contributions.
• Annual incentive bonus plan.
• Paid time off, including 11 holidays, 2 wellness days, and 8 volunteer hours annually; PTO increases with tenure.
• Paid parental leave.
• Adoption and surrogacy assistance.
• Employee giving program that double matches donations to eligible nonprofits and schools.
• Opportunities for career growth and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior