Client Service Director, Employee Benefits

HUB is a leading global insurance broker with extensive experience in employee benefits. The Employee Benefits Client Service Director will lead a team of Client Service Managers to meet business goals and maintain high standards of client service.
Duties & Responsibilities

Direct account management best practices and ensure the "right level" of service based on revenue, account size, complexity, and needs.
Identify waste and problems in workflows that impact performance and propose solutions under the Plan‑Do‑Check‑Act framework.
Review and promote adoption of ResourcePro and other shared services.
Use data to monitor process performance, communicate results, and optimize desk management.
Support Client Service Managers in workload assessment, assignment communication, and schedule coordination.
Facilitate employee feedback and performance reviews.
Collaborate with Director of Operations, other Client Service Directors, and leadership to improve overall operations.
Partner with Commercial Lines and Personal Lines to drive cross‑sell activities.
Coach and develop Client Service Managers to achieve efficiency and service excellence targets.
Coordinate new business opportunities with Producers and delegate appropriately.
Assist in daily, weekly, and monthly staffing plans for the team.
Create a supportive work environment to deliver excellent client service and producer support.
Model change‑ready leadership and guide the team through changes.
Attend Critical Path meetings and help manage the process with producers, account executives, and account managers.
Prepare month‑end reporting and variance reports.
Review and approve staff expenses while monitoring operational costs.
Ensure staff engagement in Critical Path processes.
Mentor and train team members, holding them accountable for performance.
Conduct periodic client visits to gauge satisfaction and identify additional service opportunities.
Participate in Central & Northern California’s ECM meetings.
Stay informed of industry changes, recommend client solutions, and pursue continuing education.
Perform additional duties and projects as assigned.
Key Performance Indicators

Account Retention: inverse of Current Year Lost Recurring C&F Revenue divided by Adjusted Prior Year C&F Revenue.
Organic Earnings Growth: percentage difference between Adjusted Prior Year Results and Current Year Results.
Productivity Ratio: reflects productivity of staff on a book of business.
Biweekly one‑on‑ones with direct reports.
Critical Path attendance.
Annual Non‑Retirement Staff Turnover: number of employees who left divided by total at period start.
Qualifications

High School Diploma / GED; Bachelor’s degree strongly preferred.
Active Life & Health insurance license.
7‑10 years of employee benefits experience (brokage preferred) or equivalent combination of education & experience.
5+ years of supervisory or management experience.
Self‑funded medical experience preferred.
Leadership capabilities: identifying strategic challenges, developing talent, fostering high‑performing teams, encouraging collaboration, communicating complex messages with empathy.
Knowledge, Skills & Abilities

Assertive staff supervision and performance evaluation.
Effective oral and written communication with internal and external customers.
Clear presentation of information to managers, clients, and the public.
Critical thinking to evaluate solutions and implement improvement strategies.
Customer‑focus with ability to solicit feedback and resolve difficult situations.
Confidence and diplomacy when interacting with all organizational levels.
Strong client‑relationship development and vendor collaboration.
Coaching and skill‑development for team members.
Problem‑solving and data‑driven decision making.
Proficiency with Microsoft Office Suite, Outlook, and agency management systems.
Basic financial calculations: discounts, commissions, percentages.
Working Conditions & Physical Demands

This position involves primarily stationary work, frequent phone and in‑person communication, and occasional movement within the office to access filing areas and office equipment.
Equal Employment Opportunity

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other protected characteristic. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

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