Client Service Director, Employee Benefits

ABOUT HUB:

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' largest insurance brokers, our focus is dedicated to providing 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.

THE OPPORTUNITY:

The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy and systems management in order to effectively managing their health and welfare programs. The Employee Benefits Client Service Director oversees the day-to-day functions of department(s) and/or location(s). This is a leadership and supervisory position that manages operational sales support and client related services. This position may also assume the duties and responsibilities of an Account Manager or Strategic Account Executive to service a book of business.

DUTIES & RESPONSIBILITIES:

• Manages a team of employee benefits service staff.

• 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 management.

• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance. Provides 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. 

• Assess and adjusts workload amongst the department, professionally communicating with staff members their assignments. Includes coordinating team schedules and reappropriating workloads for absences.

• Stays current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations. Develops and manages 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, in order 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 Practice Leader to identify, develop and execute regional and national initiatives through project management activities and coordination of resources. 

• Attends and participates in Central & Northern California’s ECM meetings.

• Develops best practices for leveraging standard technology platform and tools such as Benefitpoint, Zywave, ImageRight 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. 

• Actively works with Commercial Lines and Personal Lines to facilitate cross-sell activities and services.

• Assists assigned producer or HUB Leadership in developing new business opportunities and delegating to appropriate team members. 

• May support a book of business with similar duties and responsibilities as service staff: 

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 understanding of clients’ business and insurance objectives and critical