Director, Client Services - Employee Health & Benefits

Marsh McLennan•Richmond, VA

2d•Hybrid

About The Position

Marsh McLennan Agency (MMA) is seeking a Director, Client Services for their Employee Health & Benefits team. This role involves leading and developing a team of client-facing professionals, setting clear expectations, reinforcing best practices, and fostering an engaged and supportive team environment. The Director will partner with the Division Manager and Regional Client Service Leader to provide strategic direction for service delivery, enhance team culture, drive retention and growth, and ensure client needs are met. Key responsibilities include reviewing performance data, managing caseloads, overseeing the annual review process, developing coaching plans, identifying high-potential talent, and building a leadership pipeline. The role also involves collaborating with Operations and Learning & Development to address learning gaps and implement training, facilitating hiring for service roles, and acting as a steward of workflow quality, compliance, and platform adoption. This includes establishing standards, implementing region-wide practices, monitoring adherence, and optimizing the use of regional and national resources to improve the colleague and client experience. Collaboration with agency Employee Benefit leaders and the team is crucial for improving workflows, strengthening the client experience, increasing efficiency, and embedding corporate initiatives and compliance expectations.

Requirements

Bachelor’s Degree Preferred or industry equivalent experience.
10+ years of industry experience with experience in project management and knowledge of associated systems.
Knowledge of the agency benefits procedures and the agency management system.
Strong presentation and interpersonal skills required.
Legal work authorization to work in the U.S. on a permanent and ongoing basis without the need for sponsorship now or in the future.
Effective communication, teamwork, intellectual curiosity and problem-solving skills required.

Nice To Haves

Life & Health License preferred or ability to obtain within 90 days.
Zoom, Docusign, M365 experience is also preferred.

Responsibilities

Lead and elevate a team of client-facing EH&B professionals by setting clear expectations, reinforcing best practices, and creating an environment where people feel engaged, supported, and accountable.
Provide strategic direction for market service delivery in partnership with the Division Manager and Regional Client Service Leader.
Strengthen team culture, drive retention and growth standards, and ensure client needs are met consistently.
Serve as a key connector to regional partners, aligning local execution with national and regional tools, initiatives, and evolving process expectations.
Review performance and operational data to ensure caseloads are balanced, resources are deployed effectively, and key metrics demonstrate progress.
Oversee the annual review process and ensure meaningful coaching plans are in place to support development.
Identify high-potential talent and build a leadership pipeline for the market.
Collaborate with Operations and Learning & Development to identify learning gaps and implement training plans.
Facilitate hiring for service roles to ensure the team has the right capability and capacity.
Act as a steward of workflow quality, compliance, and platform adoption.
Partner with regional service leaders to establish standards and procedures, implement region-wide practices for consistency, and monitor adherence.
Coordinate with agency Employee Benefit leaders and the team to improve workflows, ultimately strengthening the client experience, increasing efficiency, and ensuring corporate initiatives and compliance expectations are embedded into daily operations.