Director of Client Services, EH&B

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Job description

JOB TITLE:
Director of Client Services, EHB 25-150

JOB TYPE:
FLSA Exempt

REPORTS TO:
VP of Client Services

SUMMARY:
The Director of Client Services is a vital part of the management team of Marsh & McLennan Agency-Southwest. This position is primarily responsible for directing and managing the service team of a dynamic and growing agency. Assists in the production of new business and supports the operation of the business and its sales and retention goals.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Day-to-day management of the Small Business Unit, Middle Market Unit and Centralized Market Unit service team.
Directly manages the Executive Team Leaders (ETL) and Managers in this business sector.
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
Writes and delivers all performance reviews for direct reports and handles any disciplinary issues with team.
Evaluates service needs and structure to ensure clients expectations are being met.
Manages all processes related to the service team.
Assist with onboarding and off-boarding of colleagues; 90-day check-ins with new colleagues; check-ins with colleagues for the Dallas office.
Routine review of client services units workflow and processes for SBU, MBU, & CMU
Regular review of Dallas EH&B Departments client capacity.
Assist with re-balance Account Manager books.
Shift resources within teams.
Provide new hire justifications as needed.
Conducts monthly service team meetings.
Makes certain that all client data is maintained in agency management systems CRM.
Monitor or participate in Dallas individual team status meetings as needed.
Monitors workflow of service team and restructure and/or realign or adds to staff, as necessary.
Manages RFP and proposal process ensuring that materials are up to date.
Supports new business and account retention goals by assisting with new account development and retention, and by establishing and maintaining superior service standards.
Ensures prompt resolution of all client service and plan administration issues and questions.
Prospect and Client assistance when needed.
Assist the development of prospect presentation, scope of services.
Finalist meeting attendance.
Assist with finding or directing colleague to resources needed by client.
Assist with escalated client service issues.
Acts as service liaison with carriers and vendors coordinates carrier and other vendor trainings.
Stays abreast of industry, product, and legislative changes, and marketplace trends.
Promote adoption, maintenance, and training for other technology as appropriate.
Develops and implements strategy for staff training and development; coordinating with Regional Training Team.
Partners with Dallas Head of Office and Director of EHB 151+ to maintain service team budget.

REQUIREMENTS:

Exceptional knowledge of Employee Health and Benefits Insurance products, markets, and underwriting processes
Understands State and Federal legislation relating to Employee Health and Welfare Plans
Self-directed with strong negotiating, organizational, decision-making, and time management Skills
Adept at leading and influencing employees by motivating, developing, and directing teams and individuals
Ability to clearly communicate, verbally and in writing
Strong presentation, written, and verbal communication skills
Ability to professionally interact with all staff and management members, carrier representatives, vendors, and prospects/clients
Fits with company culture
College degree preferred or equivalent experience
Minimum of five years experience working with employee EH&B products for small to mid-sized clients
Minimum of three years of management experience
Current required state license

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: (link removed)

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