The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy, and systems management to effectively manage their health and welfare programs. The Client Service Director(Manager) oversees the day-to-day functions of department(s) and/or location(s). This is a highly visible leadership position that manages operational sales support and client-related services and may also carry Account Executive responsibilities as needed.

RESPONSIBILITIES

Team Leadership & People Management

• Manages a team of employee benefits service staff including Account Executives, Account Managers, and Operational staff.
• Guides team on work quality, client-facing standards, and internal expectations; identifies and acts on coaching and training opportunities.
• Manages performance and conduct matters with appropriate documentation, HR partnership, and consistent application of expectations across the team.
• Conducts annual performance reviews for all direct reports; assists in annual human capital budgeting and ongoing operational expense monitoring.
• Fosters a positive, collaborative working environment that supports strong client service and producer outcomes.

Organizational Change & Department Integration

• Leads organizational change initiatives including team restructuring, role integration, and process adoption; manages the cultural and operational transitions required to execute successfully.
• Develops and executes training programs for new products, services, systems, and procedures; sets departmental standards and periodically audits for compliance and coaching opportunities.
• Communicates goals, vision, and directives from HUB leadership clearly and consistently across the team.

Technology, Systems & Process Improvement

• Owns primary oversight of project management processes and maintains department-level KPI dashboards to track team performance and operational health.
• Leads adoption of core technology platforms (such as BenefitPoint, Monday.com, Zywave, Employee Navigator, Plansight)  through system launches, structured training, and ongoing optimization.
• Identifies operational gaps and stands up cross-functional project teams to drive process improvement from scoping through implementation.
• Builds scalable, documented workflows and SOPs that reduce single-person dependencies and support sustainable team growth.

Book-of-Business & Producer Strategy

• Conducts strategic book-of-business analysis to align account assignments across producers, AEs, AM’s and other support staff; balances revenue, client complexity, funding type, renewal distribution, and relationship continuity.
• Performs quarterly audits of book gains/losses; reviews findings with Account Executive staff to maintain KPI retention goals.
• Works with the regional EB Leadership Team to identify and execute regional and national initiatives through project coordination and resource alignment.

Strategic Planning & External Partnerships

• Hosts annual strategic planning sessions with internal team and/or leadership to align on goals, priorities, and team direction for the year ahead.
• Manages relationships with external vendors including technology partners, general agents, and carriers to coordinate onsite trainings, offsite events, and learning opportunities for the team.
• Coordinates with leadership across HUB lines of business to resolve shared space, personnel, and physical resource considerations across locations.

Compliance & Industry Knowledge

• Stays current on HUB resources, specialty practices, carrier updates, and state and federal regulations; develops and manages team implementation strategy in tandem with assigned producer and/or HUB leadership.
• Oversees adherence to brokerage compliance responsibilities across the team; ensures appropriate distribution of compliance ownership to reduce single-point-of-failure risk.
• Serves as a thought leader to Account Executives; attends and encourages participation in continuing education and industry events.

Client Service & Deliverables

• Reviews and takes accountability for client deliverables, ensuring they meet client expectations and HUB branding and presentation standards.
• Serves as escalation resource for complex client or carrier issues; reaches resolution or routes appropriately and communicates with all relevant parties.
• Conducts team meetings to update members on best practices, expectations, and responsibilities.
• Develops and presents comprehensive analysis of team performance against goals, objectives, and deadlines to HUB leadership.

Account Executive Duties (as applicable)

• Works closely with producers and HUB personnel on client service, marketing, and renewals per HUB best practices.
• Understands clients' business and insurance objectives; critically analyzes plan options to determine suitability.
• Maintains strong relationships with clients and carriers; serves as point of contact for eligibility, claims, billing, and benefit administration inquiries.
• Actively communicates with or visits prominent EB clients on a planned periodic basis to assess satisfaction and identify additional service needs.
• Performs other duties and projects as assigned.

POSITION REQUIREMENTS

Education & Experience

• Bachelors degree preferred
• 10+ years of employee benefits insurance experience; brokerage background strongly preferred
• 5+ years of supervisory experience; experience leading change management preferred
• Active Life & Health License or ability to obtain within 6 months of employment

KNOWLEDGE / SKILLS / ABILITIES

Leadership & Management

• Ability to assertively direct and supervise staff with responsiveness to personnel needs and fair, consistent evaluation.
• Demonstrated ability to coach and develop team members at varying skill levels.
• Proven ability to lead teams through change, including restructuring, mergers, and process transitions.
• Confidence and professional demeanor to interact effectively at all organizational levels.

Analytical & Strategic Thinking

• Strong critical thinking and problem-solving skills; ability to evaluate complex situations and implement effective solutions.
• Ability to conduct multi-variable analysis (revenue, client complexity, renewal timing, staffing capacity) to drive strategic decisions.
• Ability to gather pertinent facts, synthesize information, and resolve problems thoroughly and on time.

Communication & Relationships

• Effective oral and written communicator with internal and external audiences at all levels.
• Ability to build and maintain strong client and carrier relationships; skilled at gaining vendor cooperation in service delivery.
• Able to handle difficult or emotionally charged situations promptly, professionally, and with empathy.

Operations & Technology

• Proficient in Microsoft Office Suite, Outlook, and agency management systems including BenefitPoint, Monday.com, and Employee Navigator. Carrier platform knowledge preferred.
• Ability to design and optimize scalable workflows and SOPs using available technology platforms.
• Strong organizational skills; able to manage multiple priorities and meet deadlines with accuracy.
• Ability to calculate figures including discounts, commissions, proportions, and percentages.
• Genuine desire to learn and grow within the insurance industry.
• Approaches decisions with consistency, fairness, and awareness of broader impact