Client Services Manager II
About The Position
The Client Services Manager II assists in leading Client Services operations and ensures the delivery of accurate, timely, and exceptional service to agents, insureds, and business partners. This role provides leadership and direction to Client Services teams, oversees workforce performance and operational effectiveness, and drives continuous process improvement initiatives. The position also serves as a business analyst, partnering with internal stakeholders to evaluate, design, and implement new technologies, workflows, and service strategies that enhance the customer experience and improve operational efficiency. This position will be with National Indemnity Company in Omaha, NE and is eligible for a hybrid work arrangement at management discretion after six months of employment. This position is not eligible for employer visa sponsorship.
Requirements
- Bachelor's Degree in Business, Insurance, Finance, Information Technology, or a related field
- Five or more years of related professional experience in insurance, customer service, operations, underwriting support, agency services, or a related business environment.
- Demonstrated experience leading projects, coordinating operational activities, or providing leadership and guidance to team members.
- Knowledge of commercial automobile and property insurance coverages, endorsements, rating methodologies, and insurance products.
- Understanding of company, agency, and departmental practices, procedures, and workflows.
- Knowledge of underwriting guidelines, policy acceptability, profitability considerations, and agency operations.
- Proficiency with Microsoft Office applications, including Excel, Word, and other business software programs.
- Experience evaluating business processes, workflow design, operational efficiency, and technology solutions.
- Understanding of insurance industry practices, finance, business principles, and data-driven decision making.
- Strong leadership, coaching, and employee development skills with the ability to motivate teams and drive results.
- Excellent verbal and written communication skills with the ability to build relationships across all levels of the organization and with agency partners.
- Exceptional customer service mindset with strong problem-solving and decision-making abilities.
- Strong organizational skills with the ability to prioritize multiple responsibilities, manage competing demands, and meet deadlines.
- Analytical thinking, attention to detail, and a passion for process improvement, operational excellence, and continuous learning.
Responsibilities
- Lead and develop Client Services team members by managing daily operations, establishing priorities, providing coaching and training, and implementing business processes that support organizational objectives.
- Serve as an escalation point for complex customer service issues, partnering with underwriting, operations, and other business leaders to research, resolve, and communicate solutions effectively.
- Manage staffing, performance management, employee development, workflow planning, and operational activities to ensure service excellence and achievement of departmental goals.
- Partner with business stakeholders to identify opportunities for improved processes, technologies, and service capabilities, supporting the research, evaluation, implementation, and adoption of new systems and solutions.
- Build strong relationships with agents, business partners, and internal departments while driving continuous improvement initiatives that enhance operational efficiency and customer experience.
Benefits
- Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development.
- Companywide surveys to seek employee input.
- Wellness program with an online wellness portal.
- Complimentary state-of-the-art onsite fitness center in the Omaha office.
- Robust wellness program.
- Retirement and savings plan with immediate enrollment with 100% employer match up to 5%.
- Medical, Dental and Vision for regular, full-time employees and eligible dependents.
- Dedicated Learning & Development program for employees to grow personally and professionally.
- 100% upfront Educational Reimbursement program.
- Subsidized downtown parking.
- Competitive time off policies including parental leave.
- Employee Assistance program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
