Director of New Business & Client Services (Insurance Operations)
Monrovia, CA
Job type
Full-time
Pay range
$50,000-$80,000*
Location
Remote
Language
English
Description
The Director of New Business & Client Services serves as the operational leader responsible for the execution and performance of TPBC’s servicing-side operations. This role oversees the teams responsible for licensing and contracting, new business case management, and ongoing client services, ensuring that advisors and clients receive consistent, high-quality operational support throughout the lifecycle of a policy.
This role functions internally as the Head of the Global Servicing Department (GSD) and works under the Head of the Ideas Center, partnering closely with advisors, case managers, and operational teams to ensure cases move efficiently from submission through policy issuance and ongoing service.
The Director supervises the Contracting and Licensing Team, the New Business Team, and the Client Services Team, ensuring strong operational coordination across the firm.
This role oversees a growing operational team supporting advisors and clients across North America, Asia, and Europe, with responsibilities spanning licensing and contracting, new business case management, and ongoing client servicing.
This is a hands-on leadership role. While responsible for team leadership and operational oversight, the individual must also be comfortable stepping directly into case management, licensing coordination, contracting workflows, or client servicing when needed to ensure business continues moving forward and service standards remain high.
This position is ideal for someone who enjoys building and improving operational systems, solving complex case challenges, and helping scale a growing global platform.
About Us
Do you wish to positively affect the lives of people around the world?
Become part of a different kind of organization – one of impact and significance that carries the spirit of Aloha into every client interaction, fostering dreams for families and future generations through our vast network of financial organizations and specialists from around the world – our Ohana (family).
Our company – The Pacific Bridge Companies (TPBC) – reaches back to the 1930’s when our founding fathers abolished racially discriminatory underwriting practices in the life insurance industry of the United States.
Today, we’re all about making global financial navigation a reality by helping financial advisors guide their clients wherever in the world their lives may lead. Initially aiming our efforts at people and companies living multi-national lives between Asia and the United States, we are expanding to meet the quick and growing demand from other parts of the world with efforts now focused on spanning the globe.
If you believe in the importance of financial advice that flexes as one ventures from one part of the world to another, you share in our hope. Perhaps this is where your talent may be of best use. We’d love to explore that with you – Let’s talk soon!
Operational Scope
The Global Servicing Department supports advisors and clients operating across multiple jurisdictions and insurance carriers. Key operational areas include:
- Life insurance new business processing
- Annuity case management
- Advisor licensing and contracting
- In-force policy servicing
- Global cross-border case coordination
- Carrier relationship coordination
The department works across multiple time zones and supports advisors serving international clients whose lives span multiple countries.
Roles and Responsibilities
- Oversee the end-to-end new business process for life insurance and annuity cases from submission through policy issuance.
- Supervise the Contracting and Licensing Team, New Business Team, and Client Services Team, ensuring strong operational execution, accountability, and service standards.
- Manage and coordinate advisor licensing and carrier contracting processes, ensuring advisors are properly credentialed and able to conduct business.
- Oversee new business case management, including case submission, underwriting coordination, carrier follow-up, and policy issuance.
- Oversee client servicing operations, including ownership changes, beneficiary updates, policy changes, and other in-force service requests.
- Serve as the primary escalation point for complex cases, underwriting challenges, licensing issues, or servicing concerns.
- Work closely with the Ideas Center leadership and advisors to ensure new business opportunities are processed efficiently and accurately.
- Maintain documentation of carrier requirements, internal workflows, and operational procedures.
- Act as a working operations leader, stepping directly into licensing coordination, case management, or servicing tasks when necessary to keep cases moving forward.
- Identify opportunities to improve operational efficiency, case turnaround time, and advisor experience.
- Support the continued development of global servicing capabilities across TPBC's international platform, including coordination between North American, Asian, and European servicing operations.
Qualifications
- 5+ years of experience in life insurance or annuity operations
- 3+ years of team leadership or management experience
- Strong knowledge of life insurance new business processing, underwriting workflows, and policy servicing
- Experience coordinating licensing and contracting workflows is preferred
- Familiarity with industry systems such as iPipeline and SureLC is strongly preferred
- Comfortable working within a Microsoft 365 (O365) environment and using collaboration tools such as Teams, SharePoint, and Outlook
- Experience using Asana or similar project management platforms to coordinate operational workstreams and team accountability
- Strong organizational, communication, and problem-solving skills
- Systems-oriented thinker with a focus on process improvement and operational efficiency
- Experience working with BGAs, carriers, or insurance distribution platforms is helpful
- Comfortable traveling to Monrovia, California approximately 1–2 times per year for company meetings and events
- Position allows for remote or hybrid work arrangements depending on candidate location and experience
Ideal Candidate
The ideal candidate is a detail-oriented operations leader who understands how life insurance new business flows from submission through policy issuance and ongoing servicing.
They bring strong leadership skills, operational discipline, and a mindset focused on improving systems and processes while supporting advisors and clients at a high level.
This individual is comfortable navigating complex cases, managing operational workflows, supervising multiple service teams, and building a culture centered on accountability, responsiveness, and service excellence.
The ideal candidate also enjoys working closely with frontline teams to help build and implement unique product and planning solutions, navigating cross-border tax, legal, and compliance considerations, and supporting new growth initiatives across the United States and international markets.
Why This Role Is Unique
This position offers an opportunity to work within a highly specialized global insurance and financial planning platform. TPBC operates at the intersection of life insurance distribution, cross-border planning, and international client servicing.
Professionals in this role gain exposure to:
- Advisors and clientsoperating across North America, Asia, and Europe
- Cross-border insurance and financial planning strategies
- Collaboration with frontline advisory teams developing advanced planning solutions
- Unique product design and implementation initiatives
- Operational challenges involving tax, legal, and regulatory coordination acrossjurisdictions
For operations professionals who enjoy solving complex problems, building scalable systems, and working with sophisticated advisors and clients, this role offers a rare opportunity to contribute to a growing global platform.
*Compensation
Base salary of $50,000 to $80,000 depending on experience, with opportunities for performance bonuses tied to operational efficiency, case management performance, and team success. As the organization continues to grow, this role offers the opportunity to expand in responsibility and leadership scope within a global operations platform.
Join Our Ohana
At The Pacific Bridge Companies, operations is more than process management. It is the foundation that allows advisors to confidently serve families whose lives span cultures, countries, and generations.
As Director of New Business & Client Services, you will help shape the systems, teams, and service standards that make this mission possible. Your leadership will support advisors around the world and help ensure that families navigating life across borders have access to the financial protection and guidance they deserve.
If this purpose resonates with you, and if you believe your experience and leadership can help strengthen the bridge we continue to build for our global Ohana, we would welcome the opportunity to speak with you.
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
The Pacific Bridge Companies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. All employment decisions are made based on qualifications, merit, and business needs.
English 
日本語