Service Director, Employee Benefits – Small Group

Hilb Group • Cranston, RI

22h • Hybrid

About The Position

The Hilb Group is seeking a motivated and ambitious Service Director, Employee Benefits – Small Group to lead service strategy and delivery for the small-group employee benefits segment. This hybrid position is based at an agency office in Canton, Massachusetts; Mansfield, Massachusetts; Farmington, Connecticut; or Cranston, Rhode Island. The role reports to the agency and partners closely with the Managing Director and Sales Director to support growth, profitability, retention, and a high-quality client experience.

The Service Director oversees service models, workflows, quality standards, and team development across the applicable client segment. The role serves as a senior escalation point and executive sponsor for select strategic accounts, while using client feedback, service metrics, and analytics to identify risks and improve performance. The position also collaborates with internal teams, carriers, and vendors to support compliant, scalable service delivery. Travel and overtime may be required.

Requirements

• Life and Health (L&H) license.
• Bachelor’s degree required.
• At least 10 years of progressive experience in Employee Benefits brokerage or consulting.
• At least 6 years of experience in a service leadership or operational management role.
• Deep knowledge of employee benefits products, funding arrangements, compliance requirements, and carrier markets.
• Proven ability to lead and scale service teams in a growth-oriented environment.
• Strong operational, organizational, and problem-solving skills.
• Exceptional communication and leadership capabilities with internal teams and external clients.
• Experience partnering closely with sales leadership to support growth and retention.
• Travel and overtime may be required.

Nice To Haves

• Advanced degree.
• Industry designations such as CEBS or RHU.

Responsibilities

• Develop and execute a service strategy aligned with firm growth objectives, client segmentation, and revenue targets.
• Establish and maintain service delivery models, workflows, and standards to support scalable growth.
• Serve as senior service leader and escalation point for complex client or carrier issues.
• Partner with the Managing Director to drive profitability through efficient resource utilization and operational discipline.
• Ensure consistent, high-quality service delivery across applicable client segments.
• Oversee Roadmap process delivery and execution across the segment.
• Act as executive sponsor for select strategic accounts to support satisfaction, retention, and expansion.
• Monitor client satisfaction, retention metrics, and service KPIs to identify risks and improvement opportunities.
• Lead, mentor, and develop service leaders, consultants/account executives, account managers, and support staff.
• Foster accountability, collaboration, continuous improvement, and a client-first mindset.
• Recruit, onboard, and retain service talent; support succession planning and career pathing.
• Establish training standards and professional development programs to enhance technical and consultative capabilities.
• Partner with the Sales Director on new-business onboarding, transitions, and integration.
• Align service resources to support sales growth while protecting service quality and client experience.
• Provide service input on prospect strategies, capabilities, and resource planning.
• Support retention and cross-sell initiatives through proactive service leadership.
• Establish and enforce service standards, quality control, and best practices across the service organization.
• Partner with compliance, data analytics, finance, and operations teams to ensure adherence to regulatory and internal requirements.
• Optimize workflows, service models (Roadmap), and utilization through process improvement and effective use of technology.
• Use reporting and analytics to manage capacity, forecast needs, and improve performance.
• Maintain strategic relationships with carriers and vendor partners.
• Ensure service teams use carrier markets effectively and consistently.
• Stay informed about market trends, carrier changes, and regulatory developments that affect service delivery.

Benefits

• Company-paid life insurance.
• Long-term and short-term disability coverage.
• Medical, dental, and vision plans.
• FSA/HSA plans.
• 401(k) with company match.
• Voluntary critical illness, accident insurance, hospital indemnity, and supplemental life insurance.
• Legal and identity protection benefits.
• Pet benefits.
• Generous PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior