Client Services Manager

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the world's largest insurance brokers, our focus provides our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of-a-kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.

WHY CHOOSE HUB?

Throughout our network of more than 450 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees, and provide continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs, yet evolves as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction

We are the perfect fit if you:

• are seeking a progressive work environment at a rapidly growing organization
• have a desire to help others protect their future
• have an entrepreneurial spirit and are challenged by the opportunity to grow the business
• are focused on learning and development to enhance your industry knowledge and expertise
• are a self-starter willing to invest time and energy to learn the technical aspects of our business
• believe in integrity and building success by developing relationships with others

The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy, and systems management to effectively manage their health and welfare programs. The Client Service Director(Manager) oversees the day-to-day functions of department(s) and/or location(s). This is a highly visible leadership position that manages operational sales support and client-related services and may also carry Account Executive responsibilities as needed.

RESPONSIBILITIES

Team Leadership & People Management

• Manages a team of employee benefits service staff including Account Executives, Account Managers, and Operational staff.
• Guides team on work quality, client-facing standards, and internal expectations; identifies and acts on coaching and training opportunities.
• Manages performance and conduct matters with appropriate documentation, HR partnership, and consistent application of expectations across the team.
• Conducts annual performance reviews for all direct reports; assists in annual human capital budgeting and ongoing operational expense monitoring.
• Fosters a positive, collaborative working environment that supports strong client service and producer outcomes.

Organizational Change & Department Integration

• Leads organizational change initiatives including team restructuring, role integration, and process adoption; manages the cultural and operational transitions required to execute successfully.
• Develops and executes training programs for new products, services, systems, and procedures; sets departmental standards and periodically audits for compliance and coaching opportunities.
• Communicates goals, vision, and directives from HUB leadership clearly and consistently across the team.

Technology, Systems & Process Improvement

• Owns primary oversight of project management processes and maintains department-level KPI dashboards to track team performance and operational health.
• Leads adoption of core technology platforms (such as BenefitPoint, Monday.com, Zywave, Employee Navigator, Plansight)  through system launches, structured training, and ongoing optimization.
• Identifies operational gaps and stands up cross-functional project teams to drive process improvement from scoping through implementation.
• Builds scalable, documented workflows and SOPs that reduce single-person dependencies and support sustainable team growth.

Book-of-Business & Producer Strategy

• Conducts strategic book-of-business analysis to align account assignments across producers, AEs, AM’s and other support staff; balances revenue, client complexity, funding type, renewal distribution, and relationship continuity.
• Performs quarterly audits of book gains/losses; reviews findings with Account Executive staff to maintain KPI retention goals.
• Works with the regional EB Leadership Team to identify and execute regional and national initiatives through project coordination and resource alignment.

Strategic Planning & External Partnerships

• Hosts annual strategic planning sessions with internal team and/or leadership to align on goals, priorities, and team direction for the year ahead.
• Manages relationships with external vendors including technology partners, general agents, and carriers to coordinate onsite trainings, offsite events, and learning opportunities for the team.
• Coordinates with leadership across HUB lines of business to resolve shared space, personnel, and physical resource considerations across locations.

Compliance & Industry Knowledge

• Stays current on HUB resources, specialty practices, carrier updates, and state and federal regulations; develops and manages team implementation strategy in tandem with assigned producer and/or HUB leadership.
• Oversees adherence to brokerage compliance responsibilities across the team; ensures appropriate distribution of compliance ownership to reduce single-point-of-failure risk.
• Serves as a thought leader to Account Executives; attends and encourages participation in continuing education and industry events.

Client Service & Deliverables

• Reviews and takes accountability for client deliverables, ensuring they meet client expectations and HUB branding and presentation standards.
• Serves as escalation resource for complex client or carrier issues; reaches resolution or routes appropriately and communicates with all relevant parties.
• Conducts team meetings to update members on best practices, expectations, and responsibilities.
• Develops and presents comprehensive analysis of team performance against goals, objectives, and deadlines to HUB leadership.

Account Executive Duties (as applicable)

• Works closely with producers and HUB personnel on client service, marketing, and renewals per HUB best practices.
• Understands clients' business and insurance objectives; critically analyzes plan options to determine suitability.
• Maintains strong relationships with clients and carriers; serves as point of contact for eligibility, claims, billing, and benefit administration inquiries.
• Actively communicates with or visits prominent EB clients on a planned periodic basis to assess satisfaction and identify additional service needs.
• Performs other duties and projects as assigned.

POSITION REQUIREMENTS

Education & Experience

• Bachelors degree preferred
• 10+ years of employee benefits insurance experience; brokerage background strongly preferred
• 5+ years of supervisory experience; experience leading change management preferred
• Active Life & Health License or ability to obtain within 6 months of employment

KNOWLEDGE / SKILLS / ABILITIES

Leadership & Management

• Ability to assertively direct and supervise staff with responsiveness to personnel needs and fair, consistent evaluation.
• Demonstrated ability to coach and develop team members at varying skill levels.
• Proven ability to lead teams through change, including restructuring, mergers, and process transitions.
• Confidence and professional demeanor to interact effectively at all organizational levels.

Analytical & Strategic Thinking

• Strong critical thinking and problem-solving skills; ability to evaluate complex situations and implement effective solutions.
• Ability to conduct multi-variable analysis (revenue, client complexity, renewal timing, staffing capacity) to drive strategic decisions.
• Ability to gather pertinent facts, synthesize information, and resolve problems thoroughly and on time.

Communication & Relationships

• Effective oral and written communicator with internal and external audiences at all levels.
• Ability to build and maintain strong client and carrier relationships; skilled at gaining vendor cooperation in service delivery.
• Able to handle difficult or emotionally charged situations promptly, professionally, and with empathy.

Operations & Technology

• Proficient in Microsoft Office Suite, Outlook, and agency management systems including BenefitPoint, Monday.com, and Employee Navigator. Carrier platform knowledge preferred.
• Ability to design and optimize scalable workflows and SOPs using available technology platforms.
• Strong organizational skills; able to manage multiple priorities and meet deadlines with accuracy.
• Ability to calculate figures including discounts, commissions, proportions, and percentages.
• Genuine desire to learn and grow within the insurance industry.
• Approaches decisions with consistency, fairness, and awareness of broader impact

Department Account Management & Service

Required Experience: 10-15 years of relevant experience

Required Travel: Negligible

Required Education: High school or equivalent

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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