Vice President of Client Services

PHP Agency Inc•Dallas, TX

1d•Onsite

About The Position

Integrity is a leading independent distributor of life, health, and wealth insurance products with a strong Insurtech focus. The company is driven by a purpose to help people protect their health and wealth. This role serves as a key executive leader responsible for strengthening and maintaining alignment between the company's field distribution, home office operations, carrier partners, and strategic stakeholders. The VP of Client Services & Field Relations acts as a trusted advisor, relationship steward, and organizational leader focused on fostering field relationships, preserving culture, resolving complex issues, and supporting business growth. This individual will leverage industry expertise and collaborate with various departments to navigate organizational dynamics, support field leaders and agents, drive operational effectiveness, and ensure alignment with company values and strategic objectives, ultimately delivering a best-in-class field experience.

Requirements

7+ years of leadership experience within insurance distribution, financial services, agency operations, field support, or related industries.
Proven experience supporting field sales organizations, independent agents, brokers, advisors, or contractor-based sales teams.
Strong conflict resolution, mediation, and relationship-management skills.
Experience conducting sensitive conversations, investigations, and issue resolutions.
Demonstrated ability to build trust and influence stakeholders at all levels.
Strong verbal and written communication skills.
Ability to travel domestically and engage directly with field leaders and agents.
Proficiency with reporting tools, dashboards, and business reporting.

Nice To Haves

Experience within life insurance, annuities, financial distribution, IMO, FMO, MGA, or brokerage organizations.
Background in field relations, field engagement, field support, distribution relations, or agent success functions.
Leadership experience managing operational or placement teams.
Experience partnering with Compliance and Legal teams on investigations.
Strong analytical and reporting skills, including exposure to Power BI or similar business intelligence tools.
Experience leading process improvement and technology adoption initiatives.

Responsibilities

Serve as a primary liaison between the field and home office.
Foster strong relationships with leaders across all levels of the organization.
Navigate and manage complex field dynamics involving uplines, downlines, sidelines, partnerships, co-leadership arrangements, and organizational transitions.
Provide guidance and recommendations regarding organizational structures, leadership relationships, and field alignment.
Support the resolution of escalated field issues while maintaining neutrality and professionalism.
Lead mediation efforts involving field disputes, organizational conflicts, and escalated relationship matters.
Serve as a trusted and impartial resource for conflict management and resolution.
Participate as a member of the Agent Conduct Committee.
Partner with Compliance and Legal to investigate and resolve agent and client complaints.
Assist in fact-finding, documentation review, interviews, and recommendations related to conduct matters.
Support the consistent enforcement of company standards, policies, and ethical expectations.
Support and strengthen strategic relationships with carrier partners.
Collaborate with internal teams and carrier representatives to improve placement rates, service levels, and business retention.
Assist in resolving escalated underwriting, service, and placement matters.
Support carrier growth initiatives and strategic partnership opportunities.
Partner with Operations, Technology, Licensing, Contracting, and Compliance teams to improve service delivery and operational efficiency.
Support technology initiatives that enhance agent experience, field support, scalability, and operational effectiveness.
Provide field insight and feedback to improve systems, workflows, and communication tools.
Assist in identifying opportunities for continuous improvement across service functions.
Oversee home office facilities and workplace operations.
Manage office-related vendors, maintenance, workplace enhancements, and facility initiatives.
Ensure the office environment reflects the culture, professionalism, and standards of the organization.
Support workplace planning and employee experience initiatives.
Serve as an ambassador of PHP’s culture, values, and standards.
Build trust and credibility across the field, home office, and carrier partners.
Provide historical context and organizational insight to support leadership decision-making.
Promote collaboration, accountability, communication, and alignment throughout the organization.