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Marsh McLennan Agency · 1 day ago

Client Service Manager

Greensboro, NC

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Marsh McLennan Agency (MMA) is a leading provider of business insurance, employee health & benefits, and retirement solutions. The Client Service Manager will oversee the Client Center operations, manage service staff, and ensure quality service delivery while driving performance and efficiency.

Employee BenefitsHealth CareInsuranceRetirement

Growth Opportunities

Responsibilities

Oversee daily service center operations, ensuring performance, efficiency, and adherence to service standards and compliance requirements

Lead and develop service managers, supervisors, and team leads to drive engagement, accountability, and consistent performance across all teams

Monitor key service metrics (SLAs, client satisfaction, productivity) and implement corrective actions or process improvements to meet goals

Serve as an escalation point for complex client or operational issues, ensuring timely and effective resolution

Identify operations gaps and partner with the Director to streamline workflows, enhance systems, and implement best practices from efficiency and scalability

Utilize advanced Excel functions (e.g., Pivot Tables, data visualization, what-if-analysis) to distill complex data into actionable insights that drive business strategy and present clear, concise reports to Sr. Leadership

Work closely with Sales & Operations, Inside Sales, and Technology teams to ensure seamless client handoffs, data accuracy, and process alignment

Support staffing strategy, forecasting, and scheduling to maintain appropriate coverage and workload balance

Serve as acting Director in the director’s absence, ensuring consistent leadership, communication, and operational continuity

Qualification

Insurance industry experienceContact center operationsProperty & casualty licenseAdvanced Excel functionsSupervisory skillsPrioritization skillsBasic computer applicationsOrganizational skills

Required

High School graduate or equivalent

3-5 years of insurance industry experience minimum

Contact center operations or leadership experience

Organized with strong ability to prioritize

Demonstrated ability to supervise personnel

Current or previously held property & casualty insurance license

Demonstrated proficiency of basic computer applications, such as Microsoft Office products

Ability to travel, occasionally overnight

Preferred

Master's degree or equivalent graduate work

Experience leading management level team members

Benefits

Generous time off, including personal and volunteering

Tuition reimbursement and professional development opportunities

Hybrid Work

Charitable contribution match programs

Stock purchase opportunities

Company

Marsh McLennan Agency

Glassdoor4.4

Marsh McLennan is an insurance company that provides business insurance, employee benefits, and private client insurance solutions. It is a sub-organization of Marsh & McLennan.

Founded in 2003

White Plains, New York, USA

10001+ employees