Client Service Manager

Marsh McLennan•Greensboro, NC

2d•Hybrid

About The Position

Our not-so-secret sauce. Award winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drives our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as a Client Service Manager at Marsh McLennan Agency (MMA). Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh McLennan (NYSE: MMC). A day in the life. As our Client Service Manager in the Client Center , you’ll direct and manage Client Service Specialists and Service Associates in the MMA Client Center. Monitor workflow and adjust staff duties and responsibilities, as needed, to assure quality and timely phone and non-phone service response. Oversee daily service center operations, ensuring performance, efficiency, and adherence to service standards and compliance requirements. Lead and develop service managers, supervisors, and team leads to drive engagement, accountability, and consistent performance across all teams. Monitor key service metrics (SLAs, client satisfaction, productivity) and implement corrective actions or process improvements to meet goals. Serve as an escalation point for complex client or operational issues, ensuring timely and effective resolution. Identify operations gaps and partner with the Director to streamline workflows, enhance systems, and implement best practices from efficiency and scalability. Utilize advanced Excel functions (e.g., Pivot Tables, data visualization, what-if-analysis) to distill complex data into actionable insights that drive business strategy and present clear, concise reports to Sr. Leadership. Work closely with Sales & Operations, Inside Sales, and Technology teams to ensure seamless client handoffs, data accuracy, and process alignment. Support staffing strategy, forecasting, and scheduling to maintain appropriate coverage and workload balance. Serve as acting Director in the director’s absence, ensuring consistent leadership, communication, and operational continuity. Our future colleague. We’d love to meet you if your professional track record includes these skills:

Requirements

High School graduate or equivalent
3-5 years of insurance industry experience minimum
Contact center operations or leadership experience
Organized with strong ability to prioritize
Demonstrated ability to supervise personnel
Current or previously held property & casualty insurance license
Demonstrated proficiency of basic computer applications, such as Microsoft Office products
Ability to travel, occasionally overnight

Nice To Haves

Master's degree or equivalent graduate work
Experience leading management level team members

Responsibilities

Direct and manage Client Service Specialists and Service Associates in the MMA Client Center.
Monitor workflow and adjust staff duties and responsibilities, as needed, to assure quality and timely phone and non-phone service response.
Oversee daily service center operations, ensuring performance, efficiency, and adherence to service standards and compliance requirements.
Lead and develop service managers, supervisors, and team leads to drive engagement, accountability, and consistent performance across all teams.
Monitor key service metrics (SLAs, client satisfaction, productivity) and implement corrective actions or process improvements to meet goals.
Serve as an escalation point for complex client or operational issues, ensuring timely and effective resolution.
Identify operations gaps and partner with the Director to streamline workflows, enhance systems, and implement best practices from efficiency and scalability.
Utilize advanced Excel functions (e.g., Pivot Tables, data visualization, what-if-analysis) to distill complex data into actionable insights that drive business strategy and present clear, concise reports to Sr. Leadership.
Work closely with Sales & Operations, Inside Sales, and Technology teams to ensure seamless client handoffs, data accuracy, and process alignment.
Support staffing strategy, forecasting, and scheduling to maintain appropriate coverage and workload balance.
Serve as acting Director in the director’s absence, ensuring consistent leadership, communication, and operational continuity.