Senior Manager, Account Management

Aflac

Senior Manager overseeing a team focused on account relationships at Aflac, a leader in voluntary insurance products. Managing staff, enhancing account satisfaction, and developing strategic initiatives.

Posted 5/30/2026full-timeRemote • Illinois • 🇺🇸 United StatesSenior💰 $130,000 - $180,000 per yearWebsite

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Hard Skills

budgetingexpense controlproject managementinstructional designtraining needs analysistraining deliverycourse managementdata integrityroot cause analysisaccount management

Soft Skills

leadershipproblem solvingcommunicationcollaborationteam goal settingcustomer servicestrategic thinkingpresentation skillsorganizational skillsrelationship management

Tools & Technologies

Windows-based softwareRFPsenrollment servicesquality controlstrigger reportingbusiness plansaccount support systemsoperational functionsproject tracking toolsdata reporting tools

Industry Keywords

insurance industryaccount retentionservice administrationbusiness administrationstakeholder engagementcustomer satisfactionoperational growthbest practicesstrategic project initiativesfunctional operations

About the role

Key responsibilities & impact

Manages a team of national account managers and account support staff focused on account relationships, stewardship, support; responsible for developing business plans for account retention, issue resolution, escalation management, and account support.
Oversees the dedicated support team for accounts with enrollment services and solutions.
Leverages business relations with internal partners to quickly resolve account concerns or questions.
Coordinate with other departments to optimize overall account satisfaction; identify and track issues, conduct root cause analysis of persistent issues or sub optimal processes; develop solutions with partners to better support accounts.
Oversees the development of quality controls; assists with reporting to ensure data integrity; assists with developing trigger reporting.
Serves as an account management subject matter expert to internal/external stakeholders by leveraging an advanced understanding and expertise of products, services & technology.
Collaborates with internal stakeholders on RFPs and go to market strategy.
Manages and collaborates with each operational area to ensure overall organization growth and success.
Develops and manages budget forecasting, manage hiring activities, team goal setting, semi-annual team assessment and calibration activities, and renewal/retention planning.
Develops the department’s key activities to ensure adherence to training expectations; develops training strategies to help the department stay abreast of best practices.
Coordinates strategic project initiatives and process reviews; ensures successful delivery of project expectations, including, but not limited to timeliness of completion, adherence to budgetary constraints, establishment of clear objectives, and facilitation of group discussion and decision making.
Stays abreast of current trends and best practices in customer service, development, functional operations, and technology; directs, maintains control, and appraises performance of all operational functions for the department; maintains appropriate communications within area of responsibility, advising division senior management accordingly.
Performs other duties as required.

Requirements

What you’ll need

Bachelor's Degree in Business Administration or a related field
8 years of job-related experience
Five or more years in a leadership role
Three or more years insurance industry experience
Or an equivalent combination of education and experience
Knowledgeable in processes related to acquisition, implementation, service and administration of accounts
Knowledge of budgeting and expense control to plan, implement, and maximize the expenditure of funds while maintaining and improving quality standards
Strong project management, leadership, problem solving and practice development skills
Strong personal computer skills with experience in Windows-based software
Excellent verbal/written and presentation skills
A working knowledge of instructional design,
Experience with training needs analysis
Training delivery and course management skills.

Benefits

Comp & perks

Medical, dental, and vision coverage
Prescription drug coverage
Health care flexible spending
Dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
401(k) plans
Annual bonuses
Opportunity to purchase company stock
11 paid holidays
Up to 20 days PTO to be used for any reason
State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
Other leaves of absence when needed to support physical, financial, and emotional well-being.