Client Service Manager

Howden • Charlotte, NC

2d • $110,000 - $130,000 • Hybrid

About The Position

The Client Service Manager leads, develops, and oversees the Client Service team to ensure exceptional delivery throughout the end-to-end client lifecycle, from onboarding through renewal and ongoing service. The role provides operational leadership to ensure efficient processes, accurate documentation, achievement of service levels, and effective support for the Vertical service teams.

The manager coaches team members, optimizes workflows, removes operational bottlenecks, and ensures consistent, high-quality execution to improve client satisfaction and retention. The role also contributes to and helps lead automation tool development, requirements gathering, and improvements that transform how the team works.

Requirements

• Bachelor’s degree in Business, Insurance, or a related field, or equivalent work experience.
• At least 5 years of experience in insurance client service or operations, including at least 2 years in Commercial Lines.
• At least 2 years in a team-lead capacity.
• 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 championing automation and continuous-improvement initiatives to enhance efficiency and service delivery.
• Ability to guide, develop, and motivate a service team while maintaining high performance standards.
• Skill in building efficient processes, managing workflows, and ensuring quality control.
• Commitment to responsive, accurate, and value-added client service.
• Clear and confident communication across stakeholders.
• Ability to troubleshoot proactively and navigate complex client or carrier situations.
• Comfort using insurance agency management systems such as Epic or AMS360 and Microsoft Office tools.
• Proactive, forward-thinking mindset and willingness to contribute to automation tool development and requirements gathering.

Nice To Haves

• Experience leading an off-shore team.

Responsibilities

• Manage, coach, and develop Client Service Representatives to support strong performance, engagement, and growth.
• Conduct quality checks on client deliverables and provide feedback and training as needed.
• Oversee workload distribution to balance capacity, manage deadlines, and maintain operational efficiency.
• Ensure timely and accurate execution of onboarding, renewals, certificates, endorsements, and documentation.
• Act 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 improve client service support processes 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.
• Promote continuous improvement and identify opportunities to use automation and technology to improve service delivery.
• Contribute to and help lead automation tool development, define requirements, and act as a subject matter expert.
• Work with Verticals to understand client needs and align service priorities.
• Coordinate with carriers on escalations, program changes, and complex servicing requirements.
• Collaborate with internal teams to support smooth execution across the client lifecycle.

Benefits

• Discretionary bonus.
• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts.
• 401(k) retirement plan.
• Flexible Paid Time Off.
• Paid parental leave.
• Life and Disability insurance.
• Reasonable accommodations, including possible flexible hours or hybrid working.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager