# Client Service Manager

**Company**: Howden
**Location**: Charlotte, NC
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $110,000 - $130,000
**Category**: Insurance
**Industry**: Insurance

**Apply**: https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/Charlotte---WeWork---615-S-College-St/Client-Service-Manager_R0019416-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a7d9befb-c89

## Description

Howden is seeking a Client Service Manager in Charlotte, NC with a hybrid work schedule. The Client Service Manager is responsible for leading, developing, and overseeing the Client Service team to ensure exceptional delivery across the end-to-end client lifecycle,from onboarding to renewal to ongoing service.

**Responsibilities:**

- Manage, coach, and develop Client Service Representatives to ensure strong performance, engagement, and growth.

- Conduct regular quality checks on client deliverables; provide feedback and training where needed.

- Oversee workload distribution to balance capacity, manage deadlines, and ensure operational efficiency.

- Ensure timely and accurate execution of onboarding, renewals, certificates, endorsements, and documentation across the team.

- Serve as an escalation point for complex client or carrier issues, providing guidance and resolution support.

- Monitor compliance with internal controls, regulatory requirements, and documentation standards across accounts.

- Standardize and enhance processes for client service support across the client lifecycle.

- Partner with Practice Groups, Operations, and Accounting to streamline workflows and eliminate friction points.

- Use performance metrics and reporting to identify improvement opportunities and drive consistency across the team.

- Champion a forward-thinking, continuous-improvement mindset within the team, proactively identifying where automation and technology can elevate service delivery.

- Contribute to and help lead automation tool development, taking an active role in defining requirements and acting as an SME to transform the way the team works.

- Work closely with Verticals to understand client needs and align service priorities.

- Coordinate with carriers to support escalations, program changes, and complex servicing requirements.

- Collaborate with internal teams to ensure smooth execution across the client lifecycle.

**Requirements:**

- Bachelor’s degree in Business, Insurance, or a related field; or equivalent work experience

- 5+ years of experience in insurance client service or operations, including minimum 2 years within Commercial Lines

- 2+ years in a Team-lead capacity; experience in leading an off-shore team is a plus

- Strong understanding of insurance policy documentation, billing workflows, certificates of insurance, and renewal processes

- Strong organizational and communication skills with a client-service orientation.

- Demonstrated ability to manage teams, drive process consistency, and uphold high service standards

- Experience in championing automation and continuous improvement initiatives to enhance efficiency and service delivery.

**Compensation and Benefits:**

- The expected base salary range for this role is $110,000 - $130,000; actual base salary will be determined based on factors including candidate experience and work location.

- In addition to a competitive base salary, employees are eligible to receive a discretionary bonus.

- Howden also offers a variety of benefits and programs, subject to eligibility, including:

- Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts

- 401(k) retirement plan

- Flexible Paid Time Off and paid parental leave

- Life and Disability insurance

## Skills

### Required
- insurance client service
- operations
- team leadership
- process management
- automation tool development

### Nice to have
- commercial lines
- team lead
- off-shore team management

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Source: [Apply at hyperiongrp.wd3.myworkdayjobs.com](https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/Charlotte---WeWork---615-S-College-St/Client-Service-Manager_R0019416-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)