Regional VP of Client Experience, Employee Health and Benefits

Marsh McLennan•Dallas, TX

12d•Hybrid

About The Position

We are seeking a talented individual to join our Employee Health & Benefits team at Marsh McLennan Agency. This role will be based in Southwest region, with some flexibility of being located at one of our major locations which include, Dallas, Houston, Austin, or Fort Worth. The Employee Health & Benefits (EH&B) Regional VP of Client Experience is responsible for leading the regional client experience for the EH&B services team of a growing, dynamic agency. This role assists in the production of new business and supports the operation of the business and its sales and retention goals. This role’s responsibilities will span across the offices of the MMA Southwest Region.

Requirements

College degree or equivalent work experience.
Minimum 10 years’ experience with employee benefits insurance products (small, mid, and large group clients).
At least 5 years of management or supervisory experience leading client services or account teams.
Demonstrated experience managing workflows, staffing models and capacity across multiple offices or teams.
Strong track record of coaching, performance management, hiring and building team capability.
Excellent verbal and written communication skills; comfortable presenting KPIs and operational updates to senior leadership.
Proficiency with common office technologies (MS Office and web tools) and a strong aptitude for process/automation improvements.
Ability and willingness to travel regionally as required.
Active Texas Life, Accident & Health License

Nice To Haves

professional designations a plus
Proven success improving client experience metrics and driving measurable retention and satisfaction gains.
History of leading operational change—designing and implementing process improvements, cross‑functional workflows and project workgroups.
Experience balancing resources across geographies (rebalancing books, shifting staff, and justifying new hires) to optimize capacity and service levels.
Strong partner to sales—able to support new business onboarding and contribute to account retention strategies and stewardship reporting.
Comfortable influencing at the regional and national level.
Ability to build credible relationships with specialty units and carriers to simplify service delivery and accelerate issue resolution.
A data‑driven mindset.

Responsibilities

Provide strategic direction for the EH&B client services function, making recommendations to the regional leadership team.
Lead the EH&B client services management team.
Participate in national MMA workstreams and strategic initiatives.
Work closely with the Regional VP of Operations, EH&B and other senior leaders to create and execute regional strategy.
Accomplishes results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
Oversee recruiting, selection, onboarding and training employees; develop career growth and personal development opportunities for the team.
Regularly review EH&B role descriptions and responsibilities to ensure clarity and alignment with business needs.
Leads and/or participate in regional projects and initiatives as directed by COO and/or Regional Benefits Practice Leader
Routinely review client services unit’s workflow and processes for the Region.
Evaluates service needs and structure to ensure clients’ expectations are being met.
Oversee project development and cross‑functional workgroups to design and implement change.
Ensure prompt resolution of all client service and plan administration issues and questions.
Regular review of Region’s EH&B Practice’s client capacity.
Monitors workflow of service team and restructure and/or realign or adds to staff as necessary
Assist with re-balance Account Manager books among offices/teams
Shift resources within offices/teams
Provide new hire justifications as needed
Support new business and account retention goals by assisting with new account development and retention, participating in development and review of Client Retention Stewardship reports, and by establishing and maintaining superior service standards.
Provides management reporting on KPIs by team and the overall department for the Region.
Improve communications and workflows with regional specialty units (i.e. Ben Admin, iCAF, Wellness, Eligibility Assist, Service Center, SHS).