Client Service Manager, Employee Benefits

The Client Service Manager provides support by knowing all the processes, steps, and tasks performed by their team members so they can coach, train, and manage performance.

• Manages a team of employee benefits service staff.

• Executes product, service, and technical training programs, sets departmental expectations, standards, policies and procedures, and periodically audits/reviews standards to provide personnel coaching or feedback management.

• Uses data provided by the EB Practice Leader and Client Service Director to monitor process performance against targets, identify training gaps and opportunities, measure and monitor KPIs, and drive performance discussions during biweekly one-on-ones.

• Works with the Client Service Director to identify, develop, and execute regional and national initiatives through project management activities and coordination of resources.

• Identifies and addresses waste and problems in workflows that are major contributors to performance issues in delivering against process targets (Plan-Do-Check-Act).

• Assesses and adjusts workload amongst the department, professionally communicating with direct reports their assignments; coordinates team schedules and re-appropriates workloads for absences.

• Facilitates reoccurring one-on-one meetings and rapid problem solving in a way that engages staff while delivering expected process performance.

• Conducts team meetings to update members on best practices, continuing expectations, assignments, and responsibilities clearly and professionally.

• Conducts annual performance reviews for all direct reports and provides ongoing development and improvement feedback to enhance productivity

• Champions communication of goals, vision, and procedures developed by HUB leadership teams.

• Consults frequently with and remains open to new ideas from team members.

• Fosters a positive and mutually supportive working environment to provide the best possible client service and producer support.

• Develops and shares comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership.

• Ensures Best Practices for High Performance Team (HPT) meetings are followed and effective.

• Stays current on new and existing HUB resources and specialty practices, carrier updates, and state and federal regulations; develops and manages team implementation strategy in tandem with the assigned producer and/or HUB leadership.

• Ensures team adoption of best practices for leveraging standard technology platforms and tools.

• Actively communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and any additional service needs.

• Identifies opportunities for cross-sell and up-sell of other HUB products and services when appropriate for clients’ needs; documents other insurance products and services clients are purchasing through other providers and identifies those providers.

• Interfaces with Producers, Local COOs, and Account Management teams on process handoffs and service exceptions.

• Supports a book of business with duties and responsibilities similar to service staff, including:

• Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB’s best practices and standard procedures.

• Acquires an understanding of clients’ business and insurance objectives and critically analyzes and compares insurance plans to determine suitability.