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