THE OPPORTUNITY:

The Employee Benefits Client Service Director is a leader focused on driving the execution of Employee Benefits business goals and best practices with a team of Client Service Managers. This position is accountable for all aspects of the team's performance (client experience, operational performance metrics, and employee experience). This position ensures the adoption and maintenance of standard workflows, achievement of service standards, and operational efficiency goals. This is a leadership and supervisory position that develops, mentors, and manages Client Service Managers. This position may also assume the duties and responsibilities of one or more Account Executives to service a book of business.

DUTIES & RESPONSIBILITIES:

• Directs account management best practices and ensures the "right level" of service is delivered depending on revenue, account size, complexity and needs.
• Oversees and identifies waste and problems in the workflows that are major contributors to performance issues in delivering against the process targets (Plan-Do-Check-Act).
• Reviews existing workflows for usage of ResourcePro and other shared services to ensure consistent adoption and utilization of resources.
• Uses data to monitor process performance against targets and communicate results throughout the organization: Accounts Receivable management, Activities processes, overall volume for optimum desk management.
• Supports Client Service Managers in assessing and adjusting workload within their teams, professionally communicating with direct reports their assignments. Includes helping coordinate team schedules and re-appropriate workloads for absences.
• Facilitates employee feedback and reviews for direct reports.
• Collaborate with Director of Operations, other Client Service Directors, Client Service Managers and Leadership to improve the overall operations of the organization.
• Actively works with Commercial Lines and Personal Lines to facilitate cross-sell activities and services.
• Coaches and develops Client Service Managers to achieve efficiency and service excellence targets.
• Coordinates new business opportunities with Producers and delegates to appropriate team members.
• Assists Client Service Managers to plan daily, weekly, and monthly schedules / staffing for the team.
• Fosters a positive and mutually supportive working environment in order to provide the best possible client service and producer support.
• Role models the behaviors needed to execute change and lead the team through change as needed.
• Attends Critical Path meetings and helps Client Service Managers manage the Critical Path processes with producers, account executives and account managers.
• Assists with month end reporting and variance reports.
• Responsible for reviewing and approving staff expenses and monitoring ongoing operational expenses.
• Monitors Critical Path Accounts and ensures service and production staff are appropriately engaged with Critical Path processes.
• Supports, mentors, and trains team members holding them accountable to performance expectations.
• Communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and any additional service needs.
• Attends and participates in Central & Northern California's ECM meetings.
• Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact clients; makes appropriate recommendations to clients in response to those changes; attends industry-related continuing education training and courses.
• Performs other duties and projects as assigned.

Key Performance Indicators

• Account Retention
  Retention rate is the inverse of Current Year Lost Recurring C&F Revenue divided by Adjusted Prior Year C&F Revenue.
• Organic Earnings Growth
  Organic Earnings Growth is the percentage difference between Adjusted Prior Year Results and Adjust Current Year Results.
• Productivity Ratio
  Productivity (or comp-ratio) reflects the productivity of staff on a book of business. Contributing factors: Revenue on the Book of Business, Producer Compensation, Service Staff Compensation, ResourcePro or other outsourcing, Taxes & Benefit load.
• Biweekly one on ones with direct reports
• Critical Path Attendance
• Annual Non-Retirement Staff Turnover
  Turnover is the number of employees who left divided by the total number of employees at the beginning of the measurement period.

QUALIFICATIONS:

• High School Diploma / GED; Bachelor's degree strongly preferred
• Active Life & Health insurance license
• 7-10 years of employee benefits related experience (brokage preferred) or equivalent combination of education & experience;
• 5+ years of supervisory or management experience
• Self-funded medical experience preferred

Leadership Capabilities

• Identifies and resolves strategic challenges.
• Develops talent, a continuous learning environment, and high performing teams.
• Instills a business-oriented mindset to guide HUB's agenda.
• Considers a broader and diverse perspective when developing plans to improve organizational performance.
• Guides others in preparing and responding to change while adjusting for varying demands.
• Creates a collaborative environment both within and across teams.
• Communicates complex messages clearly, credibly, and with empathy.

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
• Ability to effectively and professionally communicate orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Desire to learn and grow within the insurance industry.
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients' needs.
• Ability to effectively work with a team and coach others in developing their skills and abilities.
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.
• Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• This position primarily involves remaining in a stationary position for the majority of the workday.
• The person in this position frequently communicates with colleagues and clients both in person and on the telephone; Must be able to communicate and exchange accurate information.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

The expected salary range for this position is $150,000 - $180,000k depending on geographical location and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity and commissions for some positions.

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Department Account Management & Service

Required Experience: 7-10 years of relevant experience

Required Travel: No Travel Required

Required Education: Diploma