Account Manager (Agency Key Accounts) - 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 such as senior leaders, top producers and contractors within the agency distribution channel. The role ensures smooth business operations, proactive issue resolution and differentiated service standards to drive productivity, retention and growth. It is based in Mandalay.

Key responsibilities

• Serve as the main point of contact for key accounts, handling queries, escalations and service requests
• Support communication and event coordination for leaders, including drafting communications and organizing meetings and town halls
• Run regular business reviews (monthly/quarterly) on service KPIs, productivity and support needs
• Develop service plans and SLAs per account segment and track and resolve operational issues (licensing, onboarding, commissions, POSM, events, training)
• Coordinate agent onboarding, documentation, licensing exams, appointments and training, keeping records audit-ready
• Liaise with Compensation/Finance on payouts, overrides and adjustments, and communicate campaign terms and track qualifiers
• Standardize service processes with checklists, SOPs and workflows, and monitor turnaround times and backlog
• 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 give insights on pain points and opportunities
• Ensure compliance with regulations, internal policies and data privacy, and support audits and remedial actions
• Build trust-based relationships with agency leaders 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