Service Leader, Onsite Relationship Management 95011

New York Life Insurance•Fresno, CA

11d•Onsite

About The Position

The Service Leader joins the management team at New York Life’s Central California General Office and serves as a relationship manager and primary liaison between the Service team and the local Managing Partner, recruiters, and agents. The role aligns service support with General Office needs, matches agency needs to Service team solutions, and identifies and implements service improvements. The Service Leader also educates and advocates for the use of technology and personalized support to help local Agency partners complete their work effectively. The position supports a culture of partnership, engagement, and high performance through relationship management, problem-solving, agent enablement, and local office support. It oversees onsite specialists and office operations, supports strategic sales engagement, provides guidance on AI-driven tools and digital platforms, coordinates local events, leads training and adoption of new capabilities, and oversees local financial processes.

Requirements

Bachelor’s degree.
Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire.
Strong interpersonal and communication skills, with the ability to build trusted relationships at all levels.
Ability to advocate effectively for new service capabilities and influence adoption of digital solutions among local Agency partners.
Customer-centric mindset and 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 approach to identifying and resolving service challenges.

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.

Responsibilities

Serve as the trusted point of contact for General Office Agency Managers, recruiters, and agents; understand their needs and ensure they receive appropriate service support.
Address service concerns with empathy, urgency, and accountability, and follow through on complex challenges through resolution.
Oversee onsite specialist(s), including performance management and workload monitoring to ensure productivity metrics are met.
Collaborate with the Agency sales team to align service initiatives with business development goals, including incentive programs and agent enablement.
Provide training, support, and guidance on AI-driven tools and digital platforms.
Plan and execute local events that reinforce partnership and engagement between Service and sales partners.
Lead training and onboarding for new service tools and capabilities, encouraging adoption and continuous improvement.
Manage local facilities and technology support in partnership with the Service team.
Oversee local financial processes to support accuracy, transparency, and accountability in service-related expenditures.
Advocate for new service capabilities and digital solutions among local Agency partners.