Account Manager (Agency Distribution) - Mandalay

About the role

The Account Manager / Service Manager is responsible for end-to-end service, relationship management and operational support for agency key accounts (senior leaders, top producers and contractors) within the agency distribution channel. The role drives productivity, retention and growth through proactive issue resolution and differentiated service standards, and is based in Mandalay.

Key responsibilities

• Serve as primary contact for key accounts, handling queries, escalations and service requests, and conduct regular business reviews of service KPIs and productivity.
• Support communication and event coordination for leaders, draft communications and organize meetings, town halls and stakeholder events.
• Develop service plans and SLAs per account segment, and track and resolve operational issues such as licensing, onboarding, commissions, POSM, events and training logistics.
• Coordinate agent onboarding, including documentation, licensing exams, appointments and training, keeping records accurate and audit-ready.
• Liaise with Compensation/Finance on payouts, overrides and adjustments, and communicate campaign terms, eligibility and redemption while tracking qualifiers.
• Standardize service processes with checklists, SOPs and workflows, and monitor turnaround times, backlogs and service quality.
• Partner with Sales, Agency Ops, Training, Compliance, Marketing, IT, Legal and Finance, and coordinate regional service needs and events.
• Maintain service dashboards (turnaround time, satisfaction, issue trends) and share insights on pain points and opportunities.
• Ensure compliance with regulatory requirements, internal policies and data privacy standards, supporting audits and remedial actions.
• Build trust-based relationships with agency leaders, manage expectations and champion the agency's voice internally.

Required profile

• Bachelor's degree in Business, Finance, Marketing or a related field; MBA is a plus.
• 5+ years of experience in life insurance, financial services or agency distribution; account management or service leadership preferred.
• Solid understanding of agency distribution operations (onboarding, licensing, commissions, campaigns, compliance).
• Proven track record in stakeholder management, problem-solving and process improvement.