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.
• Makes sure processes meet targets and identifies training gaps.
• Monitors process performance and measures KPIs.
• Facilitates team meetings and conducts annual performance reviews.
• Communicates with clients and insurance carriers to resolve service issues.
• Attends and participates in Central & Northern California's ECM meetings.
• Maintains accurate and organized account files.
• Identifies opportunities for cross-selling and upselling.
• Interfaces with producers and account management teams.
• Supports a book of business with duties and responsibilities similar to service staff.

Qualifications

• High School Diploma / GED; College degree strongly preferred.
• 5-7 years of benefit insurance related experience (brokerage preferred) or equivalent combination of education & experience.
• 2+ years supervisory or management experience.

Key Performance Indicators

• Account Retention: Retention rate is the inverse of Current Year Lost Recurring C&F Revenue divided by Adjusted Prior Year C&F Revenue.
• Organic Earnings Growth: The percentage difference between Adjusted Prior Year Results and Adjust Current Year Results.
• Productivity Ratio: Reflects the productivity of staff on a book of business.
• Biweekly one-on-ones with direct reports.
• Critical Path Attendance.
• Annual Non-Retirement Staff Turnover: The number of employees who left divided by the total number of employees at the beginning of the measurement period.

Skills & Abilities

• Assertive direction and supervision of staff.
• Effective and professional oral and written communication.
• Ability to present information and respond to questions.
• Critical thinking and problem-solving.
• Desire to learn and grow within the insurance industry.
• Ability to respond to customer needs, solicit feedback, and handle difficult situations.
• Confidence and demeanor to interact with all levels within the organization.
• Ability to develop and maintain strong client relationships.
• Ability to work effectively with a team and coach others.
• Ability to gather and analyze pertinent information and facts.
• Computer skills: proficiency with Microsoft Office Suite, Outlook, and agency management systems.
• Ability to calculate figures and amounts.

Leadership Capabilities

• Identifies and resolves strategic challenges.
• Prioritizes attracting and developing diverse talent.
• Uses knowledge of market, industry, and company trends to set priorities.
• Offers suggestions to reduce costs, improve quality or revenue.
• Guides others in preparing and responding to change while adjusting for varying demands.
• Proactively helps and involves others.
• Creates an environment with open and direct and respectful communication.

Working Conditions and Physical Demands

• Primarily involves remaining in a stationary position for the majority of the workday.
• Frequent communication with colleagues and clients both in person and on the telephone.
• Able to communicate and exchange accurate information.
• Constantly operates a computer and other office productivity machinery.
• Able to move about inside the office to access file cabinets, office machinery, etc.