Head Of Client Services Jobs in Basking Ridge, NJ

Location Designation: Hybrid - 3 days per week
Group Benefit Solutions deliverscomprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of beingthere when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.
Alternate locations: New York, NY (New York); Chattanooga, TN (Tennessee); Des Moines, IA (Iowa); Philadelphia, PA (Pennsylvania)
** We are open for a fully remote schedule for candidates located in Iowa; or for well-qualified candidates. **
Role Overview:
The CVP, Head of Client and Broker Data and Insights leads the strategic vision, design, and execution of client and broker reporting across GBS's digital and data ecosystem. This role is accountable for creating a unified, data-driven storytelling strategy that enhances the client, broker, and distribution partner experience from pre-sales through post-sales. By integrating the Employer Portal (DIAL), CARI, stewardship data reporting, and broker portfolio insights under a cohesive framework, the Head of Client and Broker Data and Insights ensures alignment in how data is structured, visualized, and leveraged to demonstrate GBS's value proposition.
This position plays a pivotal role in transforming client- and broker-facing data into a differentiator, reinforcing GBS's position as a leader in data visualization, insight generation, and market-facing enablement. The CVP will partner across business, technology, UX, distribution, account management, underwriting, finance, compensation, and operations to create a consistent, seamless experience that supports business growth, client engagement, broker confidence, and operational excellence. They will lead the Client Informatics and Analytics teams, with direct accountability for a combined team of eight professionals focused on client, broker, and distribution data insights.
What You'll Do:
Strategic Leadership
• Develop and execute a holistic Client and Broker Reporting strategy across all client- and broker-facing platforms, ensuring consistency in data architecture, visualization, governance, and storytelling.
• Drive integration between the Employer Portal (DIAL), CARI (self-service reporting tool), Client Stewardship Reporting, and Broker Data and Insights capabilities, creating a cohesive ecosystem that unifies client, broker, and distribution insights.
• Position data as a strategic differentiator across the full client and broker lifecycle, from pre-sales enablement to post-sales stewardship, relationship management, and renewal strategy.
• Collaborate closely with Benefits Technology to align the outbound file feed strategy, ensuring consistency in how data is structured, transferred, and presented across all client-facing channels.
• Establish a broker data strategy that creates transparency into broker relationship outcomes, book-of-business performance, compensation-related insights, persistency, profitability, client mix, and emerging distribution trends.
Platform and Product Ownership
• Lead the myNYLGBS.com employer client reporting roadmap (DIAL), including defining requirements, managing build activities, and ensuring operational readiness for new and enhanced features.
• Oversee the CARI roadmap, supporting continuous improvements and functionality enhancements.
• Manage the backlog, prioritization, and delivery of small enhancements and defect resolutions for both DIAL and CARI platforms.
• Ensure all new features launch with measurable KPIs, monitor post-launch performance, and socialize outcomes across the business.
• Oversee external broker analytics requirements, prioritization, and delivery in partnership with Distribution, Finance, Compensation, Underwriting, and Technology, ensuring broker-facing insights are accurate, governed, and actionable.
Innovation and Integration
• Partner with Distribution, clients, and broker-facing teams to evolve stewardship data insights into a differentiated product offering, integrating claims, engagement, channel activity, broker portfolio, retention, and financial performance data to drive actionable outcomes.
• Own and oversee innovation pilots for advanced visualization and analytics tools to enhance data storytelling for stewardship, pre-sales, broker relationship management, and distribution strategy.
• Collaborate with UX and stakeholders to conduct user testing, gather feedback from clients, brokers, distribution partners, and internal users, and continuously refine the client and broker reporting experience.
Cross-Functional Collaboration and Stakeholder Engagement
• Partner with internal teams including Data & Analytics, Technology, Distribution, Marketing, Account Management, Underwriting, Finance, Compensation, Operations, and Product to align reporting initiatives with enterprise objectives.
• Capture and translate emerging trends and client, broker, and distribution partner needs into actionable reporting enhancements, leveraging PIE funding submissions where applicable.
• Champion a culture of data-driven storytelling that reinforces the GBS value proposition and improves the client, broker, and distribution partner experience.
People Leadership
• Hire, lead, and retain a team of Client Informatics and Analytics professionals, ensuring the right mix of talent, skills, and capabilities to support client, broker, and distribution data priorities.
• Build and develop a high-performing team through coaching, clear expectations, career development, and a culture of accountability, collaboration, and continuous improvement.
What You'll Bring:
Education and Experience
• Bachelor's degree required; Master's degree preferred in Business, Data Analytics, Information Systems, or related field.
• 10+ years of experience in data analytics, client reporting, broker analytics, distribution insights, or digital product management, preferably within financial services, insurance, group benefits, or benefits administration.
• Proven track record of leading cross-functional digital data initiatives and managing complex reporting platforms, portals, analytics products, or broker-facing data solutions.
• Experience with broker, carrier, employee benefits, group insurance, sales, distribution, compensation, or relationship analytics preferred.
Technical and Functional Skills
• Deep understanding of data visualization, analytics platforms, broker analytics, and client reporting technologies (e.g., Tableau, Power BI, or equivalent).
• Demonstrated ability to translate data into meaningful client and broker stories that drive engagement, confidence, growth, retention, and business outcomes.
• Experience managing agile roadmaps, defining KPIs, and ensuring measurable results for digital products.
• Familiarity with UX design principles and client-centric product development methodologies.
• Strong understanding of broker-related data concepts, including broker hierarchies, agencies, firms, producer relationships, compensation, premium, claims, loss ratio, persistency, profitability, and client portfolio performance.
Leadership and Collaboration
• Exceptional leadership, communication, and influencing skills, with experience leading teams through strategic transformation.
• Ability to operate effectively in a matrixed environment, building partnerships across technology, sales, distribution, account management, finance, underwriting, compensation, and operations.
• Strong problem-solving, prioritization, and change management capabilities.
• Demonstrated commitment to people leadership, talent development, coaching, and building high-performing teams that support associate growth and long-term organizational capability.
Required Competencies
• Results - Proven track record of developing successful relationships with third party vendors, brokers, clients, distribution partners, and internal stakeholders; exceeds goals and key performance indicators; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen, problem solving, project management, and creative resourcefulness.
• Strategic and drive innovation - Ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan.
• Relationship Building - Enterprise thinker with proven ability to influence across a matrix environment. Ability to develop strong relationships across all levels of the organization, and with external partners including clients, brokers, consultants, and distribution stakeholders.
• Communication - Strong and effective communication skills; ability to create and communicate a compelling vision internally and externally.
• Action Oriented - Enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary.
• Broker and Distribution Focus - Understands the broker's role as a strategic intermediary between employer clients and GBS; translates analytics into insights that strengthen broker confidence, improve relationship transparency, and support profitable growth.
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Pay Transparency
Salary range: $140,000 - $170,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location.In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID: 94415
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About NY Life Insurance Company
Diversity & Humanity-two values that are deeply rooted in the New York Life culture and have laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. At New York Life you become a valued part of a welcoming, inclusive, and caring culture that has a long-standing legacy in stability and growth. The strength of New York Life revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance, and we want you to be a part of our legacy.
As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of a diverse team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.
You are our future, and we commit to investing in you accordingly.
Visit our Linkedin to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.
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