Director of Client Services, EH&B
MMC

JOB TITLE: Director of Client Services

JOB TYPE: FLSA Exempt

REPORTS TO: VP of Client Services

SUMMARY: The Director of Client Services is a vital part of the management team of Marsh & McLennan Agency-Southwest. This position is primarily responsible for directing and managing the service team of a dynamic and growing agency. Assists in the production of new business and supports the operation of the business and its sales and retention goals.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Day-to-day management of Business Unit service team
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Writes and delivers all performance reviews and manages any disciplinary issues with team.
• Evaluates service needs and structure to ensure client's expectations are being met.
• Manages all processes related to the service team.
• Assist with onboarding and off-boarding of colleagues; 90-day check-ins with new colleagues; check-ins with colleagues for the Dallas office.
• Routine review of client services unit's workflow and processes for SBU, MBU, & CMU
• Regular review of Dallas EH&B Department's client capacity.
  • Assist with re-balance Account Manager books.
  • Shift resources within teams.
  • Provide new hire justifications as needed.
• Conducts monthly service team meetings.
• Makes certain that all client data is maintained in agency CRM.
• Monitor or participate in Dallas individual team status meetings as needed.
• Monitors workflow of service team and restructure and/or realign or adds to staff, as necessary.
• Manages RFP and proposal process ensuring that materials are up to date.
• Supports new business and account retention goals by assisting with new account development and retention, and by establishing and maintaining superior service standards.
• Ensures prompt resolution of all client service and plan administration issues and questions.
• Attends larger prospect and/or client meetings.
• Acts as service liaison with carriers and vendors - coordinates carrier and other vendor trainings.
• Stays abreast of industry, product, and legislative changes, and marketplace trends.
• Ongoing maintenance and training for agency CRM and other technology
• Develops and implements strategy for staff training and development.
• Partners with HOO to maintain service team budget.

REQUIREMENTS:

• Exceptional knowledge of Employee Health and Benefits Insurance products, markets, and underwriting processes
• Understands State and Federal legislation relating to Business Insurance.
• Self-directed with strong negotiating, organizational, decision-making, and time management Skills
• Adept at leading and influencing employees by motivating, developing, and directing teams and individuals.
• Ability to clearly communicate, verbally and in writing.
• Strong presentation, written, and verbal communication skills.
• Ability to professionally interact with all staff and management members, carrier representatives, vendors, and prospects/clients.
• Fits with company culture
• College degree preferred or equivalent experience.
• Minimum of five years' experience collaborating with employee Business Insurance products for small to mid-sized to large group clients
• Minimum of three years of management experience
• Current required state license

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.

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