Manager, Small Case Market

At The Standard, you’ll join a team focused on putting our customers first.

Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.

We offer a caring culture where you can make a real difference, every day.
 
Ready to reach your highest potential? Let’s work together.

What You’ll Do:

You will lead a client management team dedicated to the small case market (under 100 lives). You will partner with sales and operations leaders across the Employee Benefits division to provide a best-in-class service experience for our customers and brokers that is representative of our culture. You will champion a positive, collaborative, solution-oriented team while driving innovation, change management and engaging the hearts and minds of your team and business partner.  You will also cultivate a culture of continuous improvement while exemplifying and advocating customer service excellence.  Employee Benefits is experiencing growth and innovation while continuing our legacy of care for people, as our number one priority. This is a fantastic opportunity for someone who is looking to be part of a very impactful change for our organization!

• Foster excellent customer interactions, enhancing their experience, satisfaction, and loyalty while guiding employees towards higher achievements.
• Mentor and support the team to meet both personal and departmental targets, providing constructive feedback for employee growth.
• Cultivate strong interdepartmental connections aimed at achieving harmonious and impactful results that enhance the customer journey. 

Principal Duties and Responsibilities:

• Cultivate a culture of continuous improvement, focused on enhancing customer experience and expanding the team’s capabilities.
• Use data, feedback, and monitoring tools to distribute and manage workloads, ensuring timely resolutions for customers and brokers.
• Ensure that customers are directed appropriately with all necessary and accurate information to address their needs.
• Resolve complex service issues escalated by staff and other internal and external clients through review and negotiation.
• Analyze trends to develop and implement strategies aimed at boosting customer satisfaction, maximizing productivity, ensuring quality, and driving customer retention. This involves improving service speed and quality, raising the knowledge levels and capabilities of the small case client management team, and achieving deep alignment with all other areas responsible for serving our small case customers.
• Plan and execute renewal strategies for the small case block of business, ensuring that high-quality, timely renewals are presented and completed successfully. Encourage opportunities to add new lines of coverage and retain existing ones.
• Provide leadership and coaching to the team for effective management of successful renewals.
• Promote and sustain a collaborative team culture and build strong stakeholder relationships across departments, such as underwriting, policyholder services, legal, claims, and the contact center.
• Contribute to division and department goals through active participation in the department management team.    

The Knowledge, Skills and Abilities You’ll Need:

• Strong analytical and problem-solving abilities. You see what is possible and change organize a plan. You are excited to solve problems creatively and help your team manage through changing priorities.
• Capable of mining data and conducting critical analysis of essential information for process enhancement and change management. You use data to guide critical analysis, decisions and strategies.
• Effective communication and leadership qualities. Engage hearts and minds with your collaborative, service-oriented leadership style.
• Provide responsive, thoughtful, and clear communication to your team and business partners that enables collaboration and continued relationship building.
• Thrive in a changing environment and proven ability to navigate change management with a positive solution-oriented mindset.

Required education: High School Diploma 

Preferred education: Bachelor’s degree in Business Administration or related field

Required experience: 3-5 years of experience in supervision, preferably in the employee benefits or group insurance field.

Required professional licensure or certification: Life and Disability insurance license for resident state within assigned territory and the State of New York. License must be obtained within 6 months of hire date and kept current by meeting all continuing education, payment and other state DOI requirements.  

Location:  Employees in this role are eligible for remote work but must live within their region. Employees in this role must be available to commute to an office or otherwise must be in a specific geographic location to perform the functions of the job.

Travel Requirements:  Occasional travel only (such as for planning purposes, team-building, or conferences) may be required. 

Please note - the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.

Salary Range:

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.