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 clients—driving 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.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

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 MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

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.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com.

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.