Howden · 18 hours ago
Client Service Manager
Charlotte, NC
Full-time
Onsite
Senior Level
$90K/yr - $125K/yr
5+ years expHowden is a global insurance broker that is expanding its US retail platform and is looking for a Client Service Manager. This role involves leading and developing the Client Service team to ensure exceptional delivery throughout the client lifecycle, focusing on service excellence and operational efficiency.
Business DevelopmentInsuranceLocal Business
Hiring Manager
Jackie Stoica
Responsibilities
Manage, coach, and develop Client Service Representatives to ensure strong performance, engagement, and growth
Conduct regular quality checks on client deliverables; provide feedback and training where needed
Oversee workload distribution to balance capacity, manage deadlines, and ensure operational efficiency
Ensure timely and accurate execution of onboarding, renewals, certificates, endorsements, and documentation across the team
Serve as an escalation point for complex client or carrier issues, providing guidance and resolution support
Monitor compliance with internal controls, regulatory requirements, and documentation standards across accounts
Standardize and enhance processes for client service support across the client lifecycle
Partner with Practice Groups, Operations, and Accounting to streamline workflows and eliminate friction points
Use performance metrics and reporting to identify improvement opportunities and drive consistency across the team
Work closely with Account Executives and Account Representatives to understand client needs and align service priorities
Coordinate with carriers to support escalations, program changes, and complex servicing requirements
Collaborate with internal teams to ensure smooth execution across the client lifecycle
Qualification
Required
Bachelor's degree in Business, Insurance, or a related field; or equivalent work experience
5+ years of experience in insurance client service or operations
2+ years in a people leader role & strong stakeholder management skills
Strong understanding of insurance policy documentation, billing workflows, certificates of insurance, and renewal processes
Strong organizational and communication skills with a client-service orientation
Demonstrated ability to manage teams, drive process consistency, and uphold high service standards
Solution minded with Root Cause Analysis problem solving capabilities
Leadership & Coaching: Ability to guide, develop, and motivate a service team while maintaining high performance standards
Operational Excellence: Skilled at building efficient processes, managing workflows, and ensuring quality control
Client Service Mindset: Strong commitment to delivering responsive, accurate, and value-added service
Communication: Clear and confident communicator across various stakeholders
Problem-Solving: Ability to troubleshoot issues proactively and navigate complex client or carrier situations
Technical Proficiency: Comfortable in insurance agency management systems (Epic, AMS360, etc.) and Microsoft Office tools
Preferred
Experience with process transformation via automation and/or AI is a plus
Company
Howden
We’re Howden, the people first insurance group with employee ownership at its heart.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Amit Agarwal
Chief Executive Officer
Atinc Yilmaz
Howden Europe Regional CEO for Turkey & Central Asia | Europe EXCOM member
Recent News
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