Client Service Director - Commercial Lines
About The Position
The Client Service Director (CSD) is a critical leadership position in the Commercial Lines team within the HUB SoCal Region. This role provides service oversight for one or more High Performing Teams (HPTs). Works closely with Producers to Ensure the High Performing Teams (HPTs) are effective and hit desired long-term outcomes such as maintaining and improving client retention, team member retention and engagement, and organic growth levers (such as account rounding, cross-sell, and more). Manage, support, and coach team members to ensure they are performing effectively in their current roles while also ensuring they develop and grow in their broader career at HUB. Utilize data analytics capabilities to identify and understand any root cause issues that are getting in the way of financial health of the accounts and/or books of business. Partner with the Commercial Lines Practice Leader to ensure book sizes are optimized across the teams. Cultivate and sustain strategic relationships with insurance carrier partners, serving as a trusted advisor and value-added collaborator to advance mutual goals and long-term partnerships. Provide Commercial Lines Insurance and Client Service thought leadership to the broader team, and also directly on select accounts. Ensure HUB SoCal is building the next generation of top insurance professionals (via recruiting, onboarding, and talent brand engagement). Be operationally efficient and drive continuous improvement – from a desk management, technology, and broader productivity perspective. As a key member of HUB SoCal's management team – participate in various management and leadership meetings.
Requirements
- Minimum 7 - 10 years of insurance brokerage experience, preferably in Commercial Lines.
- Minimum 3-5 years of leadership experience in the insurance industry managing a department or branch.
- Proficient with computer systems, including but not limited to Microsoft Office and EPIC.
- Team Management: Skilled at managing team dynamics, addressing issues, and stepping in as needed to maintain performance and morale.
- Client Experience & Service Leadership: Champions a client centric culture by ensuring timely, high-quality support and service delivery. Leverages client feedback to inform strategic improvements. Models accountability by meeting commitments and empowering teams to consistently exceed client expectations.
- Business Acumen & Functional Expertise: Brings deep technical and operational acumen within CL/PL/EB, leveraging subject matter expertise to guide strategic decisions and optimize performance. Balances client expectations with business goals to ensure aligned, results-driven outcomes.
- Financial Acumen : Understand levers that drive book profitability and broader line of business and organizational profitability.
- Operational Efficiency: Ability to identify inefficiencies, conduct root cause analyses, and implement practical, scalable improvements.
- Analytical Thinking: Comfortable using data dashboards and reports (e.g., EPIC, Variance, A/R) to guide decisions and assess team/account health.
- Emotional Intelligence: Strong interpersonal awareness, empathy, and skill in navigating complex team or client dynamics.
- Culture of Belonging Leadership: Champion employee engagement, community involvement, and culture of belonging related initiatives.
- Change Management: Comfortable leading teams through organizational, technological, or process changes with clarity and care.
- Project Management : Able to develop and manage project plans; Communicates changes and progress; Completes projects on time and budget.
- Digital Enablement & Technical Leadership: Proven ability to drive digital transformation by guiding teams in the adoption, integration, and optimization of digital tools and technologies to advance business objectives and efficiencies
Nice To Haves
- Industry designation (e.g., CPRIA, CPCU, CIC) considered an asset.
Responsibilities
- Service oversight for one or more High Performing Teams (HPTs)
- Works closely with Producers to Ensure the High Performing Teams (HPTs) are effective
- Manage, support, and coach team members
- Utilize data analytics capabilities to identify and understand any root cause issues
- Partner with the Commercial Lines Practice Leader to ensure book sizes are optimized across the teams
- Cultivate and sustain strategic relationships with insurance carrier partners
- Provide Commercial Lines Insurance and Client Service thought leadership to the broader team, and also directly on select accounts
- Ensure HUB SoCal is building the next generation of top insurance professionals
- Be operationally efficient and drive continuous improvement
- participate in various management and leadership meetings
Benefits
- PPOs, HMO, HSA, FSA, vision coverage, dental coverage, pet insurance, paid time off, a generous 401k plan and more!
- health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
