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About the Role
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. You will 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. Your work will be critical to driving a culture of partnership, engagement, and high performance.
Responsibilities
- Serve as the trusted point of contact for GO Agency Managers, recruiters, and agents, understanding their unique needs and ensuring they receive necessary service support.
- Address service escalations with empathy, urgency, and accountability to maintain agent satisfaction and build loyalty.
- Follow through on complex service challenges to ensure resolution.
- Oversee onsite specialists, including performance management and workload monitoring to meet productivity metrics.
- Collaborate with the Agency sales team to align service initiatives with business development goals.
- Deliver training, support, and guidance on the use of AI-driven tools and digital platforms.
- Plan and execute local events that reinforce partnership and drive engagement.
- Lead training and onboarding for new service tools and capabilities.
- Manage local facilities and technology support to ensure an environment that supports relationship-building and productivity.
- Oversee local financial processes, ensuring transparency and accountability in service-related expenditures.
Requirements
- Must pass the FINRA Securities Industry Essentials (SIE) and Series 99 exams within the first six months of hire.
- Bachelor’s degree or relevant professional designations and business experience required.
- 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 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.
- 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.
- FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting required.
Skills
- Interpersonal skills
- Communication skills
- Relationship building
- Advocacy
- Digital solutions adoption
- Customer-centricity
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft SharePoint
- Problem-solving
- Analytical skills
- Training
- Coaching
Location
- Austin, TX
Work Type
- Fully Onsite
- Full-time
Experience Level
- LEVELMG1
Education Level
- Bachelor's degree
Salary/Compensations
- $75,000-$95,000
Benefits
- Leave programs
- Adoption assistance
- Student loan repayment programs
- Annual discretionary bonus
- Incentive program eligibility
About the Company
- New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation.
- New York Life operates in the best interests of its policy owners due to its mutuality.
- Recognized as one of Fortune’s World’s Most Admired Companies.
Equal Opportunity
- Fostering an inclusive workplace is fundamental to who we are and how we serve our communities.
- We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together.
- This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported.
- By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.