Vice President of Client Services - Field Relations

Key Responsibilities

• Leverage deep industry expertise and strong partnership with Executive Leadership, Compliance, Legal, Operations, Technology, and Carrier Partners to navigate complex organizational dynamics.
• Support field leaders and agents, drive operational effectiveness, and ensure alignment with company values, standards, and strategic objectives while delivering a best-in-class field experience.
• Serve as a primary liaison between the field and home office.
• Foster strong relationships with leaders across all levels of the organization.
• Navigate and manage complex field dynamics involving uplines, downlines, sidelines, partnerships, co-leadership arrangements, and organizational transitions.
• Provide guidance and recommendations regarding organizational structures, leadership relationships, and field alignment.
• Support the resolution of escalated fields while maintaining neutrality and professionalism.
• Lead mediation efforts involving field disputes, organizational conflicts, and escalated relationship matters.
• Participate as a member of the Agent Conduct Committee.
• Partner with Compliance and Legal to investigate and resolve agent and client complaints.
• Aid in fact-finding, documentation review, interviews, and recommendations related to conduct matters.
• Assist in the consistent enforcement of company standards, policies, and ethical expectations.
• Support and strengthen strategic relationships with carrier partners.
• Collaborate with internal teams and carrier representatives to improve placement rates, service levels, and business retention.
• Assist in resolving escalated underwriting, service, and placement matters.
• Support carrier growth initiatives and strategic partnership opportunities.
• Partner with Operations, Technology, Licensing, Contracting, and Compliance teams to improve service delivery and operational efficiency.
• Support technology initiatives that enhance agent experience, field support, scalability, and operational effectiveness.
• Provide field insight and feedback to improve systems, workflows, and communication tools.
• Aid in identifying opportunities for continuous improvement across service functions.

Qualifications

• 7+ years of leadership experience within insurance distribution, financial services, agency operations, field support, or related industries.
• Proven experience supporting field sales organizations, independent agents, brokers, advisors, or contractor-based sales teams.
• Strong conflict resolution, mediation, and relationship-management skills.
• Demonstrated ability to build trust and influence stakeholders at all levels.
• Strong verbal and written communication skills.
• Ability to travel domestically and engage directly with field leaders and agents.
• Proficiency with reporting tools, dashboards, and business reporting.
• Experience leading process improvement and technology adoption initiatives.

Preferred Qualifications

• Experience within life insurance, annuities, financial distribution, IMO, FMO, MGA, or brokerage organizations.
• Background in field relations, field engagement, field support, distribution relations, or agent success functions.
• Leadership experience managing operational or placement teams.
• Experience partnering with Compliance and Legal teams on investigations.
• Strong analytical and reporting skills, including exposure to Power BI or similar business intelligence tools.

Key Success Traits

• Relationship builder.
• Trusted advisor.
• Influential communicator.
• Highly collaborative.
• Resilient under pressure.
• Diplomatic and tactful.
• Strong business judgment.
• Service-oriented leader.
• Comfortable with difficult conversations and high-touch field engagement.