Client Services Manager

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

POSITION SUMMARY:

The Client Services Manager provides critical support to clients through day-to-day program oversight, client advocacy and systems management in order to effectively manage their health and welfare programs. The Employee Benefits Client Service Manager oversees the day-to-day functions of department(s) and/or location(s) focusing on our Account Representative teams. This is a leadership and supervisory position that can help manage operational sales support and client related services.

• Develops and executes product, service and technical training programs, sets departmental expectations, standards, policies and procedure and periodically audits/reviews standards to provide personnel coaching or feedback for management.
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.  Provide appropriate feedback and identify training opportunities.
• Acts as a resource for problem escalation when the team encounters complex issues.  Reaches resolutions or identifies the need to further escalate an issue and communicates appropriately with all necessary parties.
• Conducts team meetings to update members on best practices, continuing expectations, assignments and responsibilities clearly and professionally.
• Stays current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations.  Develop and manage team implementation strategy in tandem with assigned producer and/or HUB leadership.
• Reviews and is responsible for client deliverables ensuring they meet client expectations and HUB branding and presentation standards.  
• Champions communication of goals, vision, and procedures developed by the HUB leadership teams.
• Consults frequently with and is open to new ideas coming from team members.
• Conducts annual performance reviews for all direct reports and assists in annual budgeting and ongoing operational expense monitoring for all locations/departments.
• 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.
• Works with regional EB Leadership Team to identify, develop and execute regional and national initiatives through project management activities and coordination of resources.
• Develops best practices for leveraging standard technology platform and tools such as Benefitpoint, Smartsheet, Zywave and others.
• Actively communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and/or any additional service needs. 
• Does not currently have book of business responsibilities.
  • Provides support and direction to our Account representative team.  Manages 17 direct reports.
  • Works closely with sales and service teams to promote HUB’s best practices and standard procedures. 
  • Acquires understanding of clients’ business and insurance objectives and critically analyzes and compares insurance plans to determine suitability.
  • Establishes and maintain strong business relationships with clients and insurance carriers.
  • Strong focus on training and development of their teams.
• Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact their clients.
• Performs other duties and projects as assigned.
• Compliance subject matter expert on SMM, SPDs, 5500’s, Annual notices etc.

POSITION REQUIREMENTS:

• College degree required
• 7+ years of benefit insurance related experience (brokage preferred) or equivalent combination of education & experience
• 2+ years supervisory experience<