Client Service Manager, Employee Benefits

About the role

HUB advises businesses and individuals on preparing for the unexpected. As one of the world's largest insurance brokers, our focus is on providing peace of mind through tailored insurance solutions and unrelenting advocacy.

Responsibilities

• Manages a team of employee benefits service staff.
• Executes product, service, and technical training programs.
• Makes decisions and provides feedback to personnel.
• Monitors process performance against targets.
• Identifies and addresses waste and problems in workflows.
• Communicates with direct reports about their assignments.
• Facilitates reoccurring one-on-one meetings and rapid problem solving.
• Conducts annual performance reviews for all direct reports.
• Develops and shares comprehensive analysis of team performance.
• Fosters a positive and mutually supportive working environment.
• Supports a book of business with duties and responsibilities similar to service staff.
• Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal.
• Establishes and maintains strong business relationships with clients and insurance carriers.
• Serves as the client's point of contact for day-to-day eligibility, claims, billing, and benefit administration inquiries.
• Attends and participates in Central & Northern California's ECM meetings.
• Maintains accurate and organized account files.
• Keeps abreast of changes in the insurance industry and recommends appropriate actions.
• Interfaces with Producers, Local COOs, and Account Management teams on process handoffs and service exceptions.

Qualifications

• A high school diploma or GED.
• A college degree strongly preferred.
• 5-7 years of benefit insurance related experience (brokerage preferred).
• 2+ years supervisory or management experience.

Key Performance Indicators

• Account Retention: Inverse of Current Year Lost Recurring C&F Revenue divided by Adjusted Prior Year C&F Revenue.
• Organic Earnings Growth: Percentage difference between Adjusted Prior Year Results and Adjust Current Year Results.
• Productivity Ratio: Reflects the productivity of staff on a book of business, considering Revenue on the Book of Business, Producer Compensation, Service Staff Compensation, ResourcePro or other outsourcing, Taxes & Benefit load.
• Biweekly one-on-ones with direct reports.
• Critical Path Attendance.
• Annual Non-Retirement Staff Turnover: Number of employees who left divided by the total number of employees at the beginning of the measurement period.

Benefits

• Comprehensive benefit and total compensation packages.
• Health/dental/vision/life/disability insurance.
• Flexible benefits options.
• Eligible bonuses, equity, and commissions for some positions.