Field Service Management Team Leader at Guardian Life Insurance

Field Service Management Team Leader

The Field Service Management Team Leader is responsible for leading a high-performing team of Associate Account Service Managers (AASMs) or Account Service Managers (ASMs) to deliver a service experience that is high quality, proactive, and low effort for Guardian's clients.

This role goes beyond operational leadership by elevating how the team thinks, solves problems, and partners with clientsdriving insight-led service delivery, continuous improvement, and strong execution against service commitments. The Team Leader enables this by coaching, developing, and empowering team members while leveraging data, feedback, and emerging tools to enhance outcomes.

Leads and Develops a High-Performing Team

• Create a high-performing team through targeted coaching, feedback, and development planning
• Set clear expectations and build critical thinking, accountability, and ownership across team members
• Develop AASMs to operate with increased autonomy and confidence in decision-making
• Foster a culture of continuous learning, feedback, and growth

Elevates Service Delivery Through the Team

• Lead the execution and continuous evolution of service delivery strategies aligned to client needs and organizational goals
• Ensure consistent achievement of SLAs and KPIs, while improving quality and reducing effort for clients
• Coach team members to move beyond issue resolution to proactive, consultative client support

Drives Insight-Led Problem Solving

• Analyze service trends, performance data, and recurring issues to identify root causes and systemic opportunities
• Lead the team in developing and implementing long-term solutions vs. short-term fixes
• Identify and mitigate operational and client risks, ensuring strong service outcomes and compliance

Strengthens Client & Stakeholder Outcomes

• Enable team members to build trusted client relationships grounded in clear communication and follow-through
• Partner cross-functionally to remove barriers and improve end-to-end service delivery
• Lead delivery of sales and persistency objectives through execution of talent, performance and organizational priorities
• Share adoption of the operating model and evolving role expectations by reinforcing desired behaviors, accountability and cultural alignment
• Partner closely with Client Management Market Leaders (CMMLs) to ensure strong accountability and resolution of escalated service issues

Leads Through Change and Continuous Improvement

• Translate business priorities and changes into clear, actionable direction for the team
• Lead adoption of new processes, tools, and ways of working, reinforcing the "why" and desired outcomes
• Drive initiatives that improve efficiency, consistency, and overall client satisfaction

Leverage Data and Technology to Enhance Performance

• Utilize data, reporting, and emerging tools to identify trends, opportunities, and performance gaps
• Encourage and model the use of digital tools and AI-enabled solutions to streamline work and improve decision-making
• Promote a culture of innovation and continuous improvement through technology

You Are

• A critical thinker and problem solver who connects data, patterns, and business impact
• A strong communicator and coach, able to provide clear, actionable feedback and navigate challenging conversations
• A leader of people and performance, who builds accountability and ownership within the team
• Comfortable navigating change, ambiguity, and competing priorities
• Curious and forward-looking, with a digital and AI-enabled mindset

You Have

• Demonstrated experience leading and developing teams
• Strong client service and account management experience
• Proven ability to:
• Analyze trends and solve complex problems
• Influence across teams and functions
• Drive performance and operational outcomes
• Experience working with data, tools, and systems to improve outcomes
• Group Benefits experience preferred

Salary Range: $68,970.00 - $113,310.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.