Client Service Manager
Core
Lead, develop, and oversee the Client Service team to ensure exceptional delivery across the end-to-end client lifecycle, from onboarding to renewal to ongoing service.
Role type
Senior Team Lead / Manager for Client Service Operations
Builds
Efficient client service workflows and automation tools for an insurance broker's retail platform
Domain
Insurance Brokerage / Commercial Lines
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, Operational process management, Insurance policy documentation expertise, Workflow optimization, Stakeholder communication, Problem-solving, Automation tool development, Performance metrics analysis
Preferred skills
Experience leading offshore teams, Championing continuous improvement initiatives
Technologies
Epic, AMS360, Microsoft Office
Responsibilities
Manage, coach, and develop Client Service Representatives; Conduct quality checks on client deliverables; Oversee workload distribution; Ensure timely execution of onboarding, renewals, certificates, and endorsements; Serve as escalation point for complex client or carrier issues; Standardize and enhance client service processes; Partner with Practice Groups and Operations to streamline workflows; Contribute to and lead automation tool development and requirements gathering.
Seniority
Senior, hands-on IC with team leadership