Client Services Manager

HUB International•Sandy, UT

18h

About The Position

HUB International is one of the world's largest insurance brokers, advising businesses and individuals on how to prepare for the unexpected through tailored insurance solutions. The company fosters a competitive, exciting, and friendly work environment with opportunities for growth and development, an entrepreneurial culture, and a commitment to investing in employees' futures. The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy, and systems management for health and welfare programs. The Client Service Director (Manager) is a highly visible leadership position that oversees the day-to-day functions of department(s) and/or location(s), managing operational sales support and client-related services, and may also carry Account Executive responsibilities as needed.

Requirements

10-15 years of relevant experience
5+ years of supervisory experience
Active Life & Health License or ability to obtain within 6 months of employment
Ability to assertively direct and supervise staff with responsiveness to personnel needs and fair, consistent evaluation.
Demonstrated ability to coach and develop team members at varying skill levels.
Proven ability to lead teams through change, including restructuring, mergers, and process transitions.
Confidence and professional demeanor to interact effectively at all organizational levels.
Strong critical thinking and problem-solving skills; ability to evaluate complex situations and implement effective solutions.
Ability to conduct multi-variable analysis (revenue, client complexity, renewal timing, staffing capacity) to drive strategic decisions.
Ability to gather pertinent facts, synthesize information, and resolve problems thoroughly and on time.
Effective oral and written communicator with internal and external audiences at all levels.
Ability to build and maintain strong client and carrier relationships; skilled at gaining vendor cooperation in service delivery.
Able to handle difficult or emotionally charged situations promptly, professionally, and with empathy.
Proficient in Microsoft Office Suite, Outlook, and agency management systems including BenefitPoint, Monday.com, and Employee Navigator.
Ability to design and optimize scalable workflows and SOPs using available technology platforms.
Strong organizational skills; able to manage multiple priorities and meet deadlines with accuracy.
Ability to calculate figures including discounts, commissions, proportions, and percentages.
Genuine desire to learn and grow within the insurance industry.
Approaches decisions with consistency, fairness, and awareness of broader impact.

Nice To Haves

Bachelors degree
Brokerage background strongly preferred
Experience leading change management preferred
Carrier platform knowledge preferred

Responsibilities

Manages a team of employee benefits service staff including Account Executives, Account Managers, and Operational staff.
Guides team on work quality, client-facing standards, and internal expectations; identifies and acts on coaching and training opportunities.
Manages performance and conduct matters with appropriate documentation, HR partnership, and consistent application of expectations across the team.
Conducts annual performance reviews for all direct reports; assists in annual human capital budgeting and ongoing operational expense monitoring.
Fosters a positive, collaborative working environment that supports strong client service and producer outcomes.
Leads organizational change initiatives including team restructuring, role integration, and process adoption; manages the cultural and operational transitions required to execute successfully.
Develops and executes training programs for new products, services, systems, and procedures; sets departmental standards and periodically audits for compliance and coaching opportunities.
Communicates goals, vision, and directives from HUB leadership clearly and consistently across the team.
Owns primary oversight of project management processes and maintains department-level KPI dashboards to track team performance and operational health.
Leads adoption of core technology platforms (such as BenefitPoint, Monday.com, Zywave, Employee Navigator, Plansight) through system launches, structured training, and ongoing optimization.
Identifies operational gaps and stands up cross-functional project teams to drive process improvement from scoping through implementation.
Builds scalable, documented workflows and SOPs that reduce single-person dependencies and support sustainable team growth.
Conducts strategic book-of-business analysis to align account assignments across producers, AEs, AM’s and other support staff; balances revenue, client complexity, funding type, renewal distribution, and relationship continuity.
Performs quarterly audits of book gains/losses; reviews findings with Account Executive staff to maintain KPI retention goals.
Works with the regional EB Leadership Team to identify and execute regional and national initiatives through project coordination and resource alignment.
Hosts annual strategic planning sessions with internal team and/or leadership to align on goals, priorities, and team direction for the year ahead.
Manages relationships with external vendors including technology partners, general agents, and carriers to coordinate onsite trainings, offsite events, and learning opportunities for the team.
Coordinates with leadership across HUB lines of business to resolve shared space, personnel, and physical resource considerations across locations.
Stays current on HUB resources, specialty practices, carrier updates, and state and federal regulations; develops and manages team implementation strategy in tandem with assigned producer and/or HUB leadership.
Oversees adherence to brokerage compliance responsibilities across the team; ensures appropriate distribution of compliance ownership to reduce single-point-of-failure risk.
Serves as a thought leader to Account Executives; attends and encourages participation in continuing education and industry events.
Reviews and takes accountability for client deliverables, ensuring they meet client expectations and HUB branding and presentation standards.
Serves as escalation resource for complex client or carrier issues; reaches resolution or routes appropriately and communicates with all relevant parties.
Conducts team meetings to update members on best practices, expectations, and responsibilities.
Develops and presents comprehensive analysis of team performance against goals, objectives, and deadlines to HUB leadership.
Works closely with producers and HUB personnel on client service, marketing, and renewals per HUB best practices (as applicable).
Understands clients' business and insurance objectives; critically analyzes plan options to determine suitability (as applicable).
Maintains strong relationships with clients and carriers; serves as point of contact for eligibility, claims, billing, and benefit administration inquiries (as applicable).
Actively communicates with or visits prominent EB clients on a planned periodic basis to assess satisfaction and identify additional service needs (as applicable).
Performs other duties and projects as assigned.