AVP Large Account Client Services

Position: AVP Large Account Service Leader, Northeast II Customer Unit

Job Location: Bridgewater, NJ Alternate Job Location: Aurora, IL


The National Accounts Northeast II Customer Unit (CU) is located in Bridegewater, NJ. The service team currently has 50 associates located in various locations throughout the CU region, Bridegwater, NJ, and Aurora, IL.

The Role :

Provides leadership for a National Accounts Group Benefits Customer Service unit dedicated to providing National Accounts business with account management, group customer service, expense management, business planning and performance analysis for a $1.6 billion-dollar customer unit. This role will have full responsibility for group client satisfaction, NPS, expenses, and budget, as well as shared accountability for profit & loss, overall earnings and opportunity to grow the business with the Customer Unit sales and underwriting leaders.

Key Responsibilities:

Translates senior management vision and develops department vision, strategy, service levels, and business objectives. Communicates vision and strategy to staff. Develops client service strategy, expense forecasts, negotiates and manages service level agreement cost allocations; performs cost/benefit analyses for re-engineering and technology initiatives; monitors expenses and prepares reports. Supports business planning process by providing senior management with analyses of transactional and benchmark data. Provides customer and account management services to business which may include client services, implementation, enrollment, technology support, project management and reporting. Provides technical expertise to assigned business segment. May provide project management support to various initiatives. Performs other related duties as assigned or required. In addition, this leader is responsible for sponsorship of key customer relationships, including direct group customer relationships.

Management responsibilities: Full people management responsibilities, including hiring, firing, promotions, performance and compensation management, and training and development.

Key Relationships:

Reports to : VP, National Accounts Service & Account Management

Direct reports/team : 5/50

Key Stakeholders : Group Benefits Stakeholders, including sales, legal, claims and technology

Candidate Qualifications:

Essential Business Experience and Technical Skills:

  • 10 + years of related work experience in the insurance industry.
  • Deep understanding of Group Benefits and products.
  • Strong communications, oral & written.
  • Strong leadership and coaching skills.
  • Strong financial acumen.
  • Strong collaboration skills, ability to partner across the enterprise.
  • Bachelor's degree in related field or equivalent experience, advanced degree preferred.

Leadership Competencies:
  • Thinks Strategically - Sets direction aligned to the company's strategy, applying external and global perspective to meet local and global needs.
  • Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Grows Talent - Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
  • Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.


MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe, and the Middle East.

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies."

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world. Visit us at www.metlife.com to learn more about our brand, history, and values.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to accommodations@metlife.com or call our Employee Relations Department at 1-877-843-3711.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.