Service Leader, Onsite Relationship Management 93711

New York Life•Austin, TX

10h•Onsite

About The Position

Join our dynamic management team at our Austin 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.

Requirements

Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire
Bachelor’s degree
Strong interpersonal and communication skills, with a proven ability to build trusted relationships at all levels
Ability to effectively advocate for the utilization of new service capabilities among our local Agency partners, and influence strong adoption of digital solutions
Customer-centric mindset with a passion for understanding and exceeding expectations
Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and SharePoint
Ability to learn quickly while managing in-office responsibilities
Proactive mindset in identifying and resolving service challenges
This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Nice To Haves

Experience in a client relationship, account management, or internal business partner-facing role
Ability to influence across functions and levels without direct authority
Strong problem-solving and analytical skills
Background in training or coaching preferred

Responsibilities

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.
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.
Collaborate with our Agency sales team to align service initiatives with business development goals, including incentive programs and agent enablement.
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.
Plan and execute local events that reinforce partnership, drive engagement, and create opportunities for connection between Service and our sales partners.
Lead training and onboarding for new service tools and capabilities, fostering adoption and continuous improvement.
Manage local facilities and technology support; in partnership our Service team, ensure an environment that supports relationship-building and productivity.
Oversee local financial processes with precision, ensuring transparency and accountability in service-related expenditures.