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VP, National Accounts Service & Account Management, Group Benefits

Date Posted: Jan 18, 2019

Location: Aurora, IL, US, 60506

Company: MetLife

Job Location:     Aurora, IL or Bridgewater, NJ



With approximately 2,000 associates delivering value to 50,000 U.S. customers and more than 40 million U.S. employees, Group Benefits serves as a key growth engine for MetLife. Strategically aligned to three foundational pillars - Advocacy, Expertise, and Simple & Easy - Group Benefits is focused on helping employers unlock the greatest value from their benefit programs, brokers build long-term relationships with their clients, and employees achieve financial wellness.


MetLife’s National Accounts segment provides global benefits sales and solutions to U.S. based employers with 5,000+ employees, and generates approximately $1.2B in annual sales and more than $9B in revenue.  National Accounts serves more than 1,600 U.S. customers, covering approximately 50 million employees and their dependents.  We provide core and voluntary employee benefits to 92 of the Fortune 100® companies and 75% of the Fortune 500® companies. 


MetLife’s corporate transformation and spin-off of its retail division in 2017 reinforced the strategic importance of the Group Benefits business to the company’s overall vision and mission.  Accordingly, the National Accounts segment and its employees and customers are more crucial to MetLife’s overall success than ever before. 


The Role:  Reporting directly to the VP, Government Customer Unit & National Accounts Service, the VP, National Accounts Service & Account Management will be a critical driver of profitable growth.  This leader will manage a national team of approximately 330 professionals charged with delivering exceptional client service experience to National Accounts Customers.  The successful candidate will demonstrate the strategic vision, organizational intelligence, and operational acumen to ensure the people, systems, processes, and metrics are in place across the National Accounts organization to differentiate MetLife in the marketplace. He or she will create and drive a culture of continuous improvement with an unwavering commitment to quality. 


This person will build strong external and internal partnerships, including working cross-functionally with leaders in Claims, Operations, IT, Legal, Finance, and Compliance to ensure customer centricity and seamless delivery are at the core of all activities in the organization. 


Key Responsibilities

Leadership and responsibility of all aspects for service for the National Accounts business, including:

  • Develop vision, strategy, business objectives, and service levels for the service and account management organization
  • Ensure people, systems, processes, procedures and metrics are in place to differentiate MetLife in the marketplace
  • Maintain the National Accounts industry-leading customer centricity strength and drive continuous improvement in delivery of high-quality service
  • Provide  management and financial oversight for $9B in revenue and SOX- compliant processes
  • Provide cross product service to all National Accounts customers
  • Develop and foster ongoing relationships with customers ensuring high quality service delivery from pre-sales through implementation
  • Drive innovation and change in the organization to improve quality, cost and speed of service,  ultimately sustaining and driving  profitable growth
  • Build and maintain effective relationships with internal partners to deliver on customer commitments
  • Proactively and regularly engage external partners, including brokers, consultants and industry groups, to stay current on marketplace trends
  • Establish and communicate clear goals and metrics to enable measurable performance management
  • Attract, retain, develop, and manage talent with an emphasis on building talent bench, fostering career growth and talent mobility
  • Create strategies to enhance employee engagement


Key Relationships:

  • Reports to: VP, Government  Customer Unit and National Accounts Service
  • Direct reports/team:  7 Regional AVPs, total team of ~330
  • Key Stakeholders: Group Benefits leadership, including Sales, Underwriting, Planning; cross-functional partners in   Finance, Legal, Compliance, HR, IT, Operations, Claims; external partners include brokers, customers, and third party vendors


Candidate Qualifications:

   Essential Business Experience and Technical Skills:

  • 10-15 years of relevant experience leading service organizations of similar scope and scale, ideally within large-customer group benefits
  • Forward-thinking people leader; proven ability to create and drive talent strategy and organizational design to engage, motivate, develop, and retain top talent
  • Accomplished change management skills and commitment to continuous process improvement;
  • Passion for the customer; motivational leader able to model and inspire customer centricity across a large national team
  • Innovative solutions-orientation; track record of solving customer problems creatively and sustainably
  • Strong business and financial acumen, including strategic planning, P&L mindset, value creation, and budget management
  • Proven track record of building collaborative partnerships in a highly matrixed environment to achieve shared goals
  • able to operate effectively in a highly matrixed environment
  • Expert process management skills; Lean methodology or similar preferred
  • Strong governance and organizational skills with ability to prioritize and meet deadlines; relentless pursuit of compliance and experience with SOX regulatory requirements
  • Core and voluntary group benefits product knowledge helpful
  • Prior experience in the large-customer market segment helpful
  • Relevant sales and/or broker experience helpful
  • Third party vendor management, including relationship management, goal setting, strategy or operational refresh as needed, monitoring, and quality control
  • Intellectual curiosity around industry trends; ability to apply competitor and adjacent insights and developments to inform strategy
  • Excellent communication skills, both interpersonally and at scale to convey organizational direction and priorities across diverse teams


   Leadership Competencies:

  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
  • Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
  • Models our Values – Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
  • 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 more than $584 billion in managed assets as of March 31, 2018. We are ranked #43 on the Fortune 500 list for 2018. In 2018, we were named to the Dow Jones Sustainability Index (DJSI) for the third year in a row. DJSI is a global index to track the leading sustainability-driven companies.


Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns. Visit us at to learn more about our brand, history, and values.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on 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.

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Nearest Major Market: Aurora
Nearest Secondary Market: Chicago