Client Service Manager

Howden•Charlotte, NC

21d•Hybrid

About The Position

Howden is seeking a Client Service Manager in Charlotte, North Carolina, with a hybrid work schedule. The role leads, develops, and oversees the Client Service team to ensure exceptional service throughout the client lifecycle, from onboarding through renewal and ongoing service. The manager is responsible for efficient processes, accurate documentation, meeting service levels, and equipping the team to support the Vertical service teams. The Client Service Manager coaches team members, optimizes workflows, addresses operational bottlenecks, and ensures consistent, high-quality execution that supports client satisfaction and retention. The position also contributes to and helps lead automation tool development, including requirements gathering and serving as a subject matter expert to improve service delivery and team workflows. The role is permanent and classified as exempt under the Fair Labor Standards Act. The expected base salary range is $110,000–$130,000, with the actual salary determined by factors including experience and work location. Employees are eligible for a discretionary bonus and benefits, subject to eligibility.

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 varied stakeholders.
Ability to troubleshoot proactively and navigate complex client or carrier situations.
Proficiency with insurance agency management systems such as Epic or AMS360 and Microsoft Office tools.
Proactive, forward-thinking mindset and willingness to contribute to and lead automation tool development and requirements gathering.

Nice To Haves

Experience leading an offshore 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, meet deadlines, and maintain operational efficiency.
Ensure timely and accurate execution of onboarding, renewals, certificates, endorsements, and client documentation.
Act as an escalation point for complex client or carrier issues and provide guidance and resolution support.
Monitor compliance with internal controls, regulatory requirements, and documentation standards across accounts.
Standardize and improve client service support processes throughout 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 promote consistency across the team.
Encourage continuous improvement and identify opportunities to use automation and technology to elevate service delivery.
Contribute to and help lead automation tool development, define requirements, and serve 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 ensure smooth execution across the client lifecycle.