Director, Client Services - Employee Health & Benefits

About the role

The industry's brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as a Director, Client Services with our Employee Health & Benefits team at MMA.

Responsibilities

• Lead and elevate a team of client-facing EH&B professionals by setting clear expectations, reinforcing best practices, and creating an environment where people feel engaged, supported, and accountable.
• Provide strategic direction for how the market delivers service, strengthening team culture, driving retention and growth standards, and ensuring client needs are met consistently.
• Serve as a key connector to regional partners, aligning local execution with national and regional tools, initiatives, and evolving process expectations.
• Review performance and operational data to ensure caseloads are balanced, resources are deployed effectively, and key metrics demonstrate progress.
• Oversee the annual review process and ensure meaningful coaching plans are in place to support development, while also identifying high-potential talent and building a leadership pipeline for the market.
• Collaborate with Operations and Learning & Development to identify learning gaps and implement training plans, and facilitate hiring for service roles to ensure the team has the right capability and capacity.
• Coordinate with agency Employee Benefit leaders and your team to improve workflows, ultimately strengthening the client experience, increasing efficiency, and ensuring corporate initiatives and compliance expectations are embedded into how the client service organization operates day to day.

Requirements

• Bachelor’s Degree Preferred or industry equivalent experience.
• 10+ years of industry experience with experience in project management and knowledge of associated systems.
• Knowledge of the agency benefits procedures and the agency management system.

Qualifications

• Strong presentation and interpersonal skills required.
• Life & Health License preferred or ability to obtain within 90 days.
• Zoom, Docusign, M365 experience is also preferred.

Skills

• Effective communication, teamwork, intellectual curiosity and problem-solving skills required.

Benefits

• Generous time off, including personal and volunteering.
• Tuition reimbursement and professional development opportunities.
• Hybrid work – minimum 3 days in our Richmond, VA office.
• Charitable contribution match programs.
• Stock purchase opportunities.

Pay

The applicable base salary range for this role is $92,400 to $172,100. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

Schedule

We offer a hybrid work schedule with a minimum of 3 days in our Richmond, VA office.