Job Responsibilities and Requirements

The Manager, Middle Market Service is directly responsible for overseeing and managing a designated  region of client management staff.
 

The Manager, Middle Market Service will assist in the development of coordinated best practices and effective workflows within the Client Management Team, including all areas of client service delivery and general office administration. Will also function as a liaison and advocate on behalf of their office to various administrative office departments as well as to the Sales Operations area. The Manager, Middle Market Service  will be a contributor and participant in various initiatives and projects, in accordance with corporate goals and objectives.  They will assist in developing and monitoring training programs for both new hires and existing staff as required, and in facilitating the performance management and development of their staff.
 

Duties and Responsibilities:
 

Client Management

• 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.

Operational

• 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.

Required Knowledge, Skills, Abilities and/or Related Experience

• 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%                        

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our 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

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.