Client Service Manager

Howden • Charlotte, NC

19h • Hybrid

About The Position

The Client Service Manager is responsible for leading, developing, and overseeing the Client Service team to ensure exceptional delivery across the end-to-end client lifecycle—from onboarding to renewal to ongoing service. This role acts as a critical operational leader, ensuring that processes are efficient, documentation is accurate, service levels are met, and the team is equipped to support the Vertical service teams. You will set the standard for service excellence by coaching team members, optimizing workflows, removing operational bottlenecks, and ensuring consistent, high-quality execution that enhances client satisfaction and retention. You will also bring a forward-thinking approach to the role, helping contribute to and lead automation tool development, requirements gathering, and taking an active voice in elevating service and transforming the way the team works.

Requirements

• Leadership & Coaching: Ability to guide, develop, and motivate a service team while maintaining high performance standards.
• Operational Excellence: Skilled at building efficient processes, managing workflows, and ensuring quality control.
• Client Service Mindset: Strong commitment to delivering responsive, accurate, and value-added service.
• Communication: Clear and confident communicator across various stakeholders.
• Problem-Solving: Ability to troubleshoot issues proactively and navigate complex client or carrier situations.
• Technical Proficiency: Comfortable in insurance agency management systems (Epic, AMS360, etc.) and Microsoft Office tools.
• Innovation & Forward Thinking: Proactive, forward-thinking mindset with a willingness to contribute to and lead automation tool development and requirements gathering through SME contribution, to elevate service and transform ways of working.
• Bachelor’s degree in Business, Insurance, or a related field; or equivalent work experience
• 5+ years of experience in insurance client service or operations, including minimum 2 years within Commercial Lines
• 2+ years in a Team-lead capacity; experience in leading an off-shore team is a plus
• 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 in championing automation and continuous improvement initiatives to enhance efficiency and service delivery.

Nice To Haves

• experience in leading an off-shore team is a plus

Responsibilities

• Manage, coach, and develop Client Service Representatives to ensure strong performance, engagement, and growth.
• Conduct regular quality checks on client deliverables; provide feedback and training where needed.
• Oversee workload distribution to balance capacity, manage deadlines, and ensure operational efficiency.
• Ensure timely and accurate execution of onboarding, renewals, certificates, endorsements, and documentation across the team.
• Serve 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 enhance processes for client service support 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 across the team.
• Champion a forward-thinking, continuous-improvement mindset within the team, proactively identifying where automation and technology can elevate service delivery.
• Contribute to and help lead automation tool development, taking an active role in defining requirements and acting as an SME to transform the way the team works.
• Work closely with Verticals to understand client needs and align service priorities.
• Coordinate with carriers to support escalations, program changes, and complex servicing requirements.
• Collaborate with internal teams to ensure 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 and paid parental leave
• Life and Disability insurance

What This Job Offers

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