Client Service Manager

About the role

Howden, a global insurance group, is hiring a Client Service Manager in Charlotte, NC, on a hybrid schedule. The manager leads, develops and oversees the Client Service team so that every step of the client lifecycle, from onboarding to renewal and ongoing service, is delivered efficiently and accurately. The role is an operational leadership position supporting the Vertical service teams.

Key responsibilities

• Manage, coach and develop Client Service Representatives, conduct quality checks on deliverables and oversee workload distribution.
• Ensure timely and accurate onboarding, renewals, certificates, endorsements and documentation, and act as escalation point for complex client or carrier issues.
• Monitor compliance with internal controls, regulatory requirements and documentation standards.
• Standardize client service processes, partner with Practice Groups, Operations and Accounting, and use performance metrics to drive consistency.
• Help lead automation tool development and requirements gathering, and promote continuous improvement.
• Work with Verticals and carriers to align service priorities and support escalations and program changes.

Required profile

• Bachelor's degree in Business, Insurance or a related field, or equivalent experience.
• 5+ years in insurance client service or operations, including at least 2 years in Commercial Lines.
• 2+ years in a team-lead capacity; experience leading an offshore team is a plus.
• Strong understanding of insurance policy documentation, billing workflows, certificates of insurance and renewal processes.

Required skills

• Comfortable with insurance agency management systems (Epic, AMS360, etc.) and Microsoft Office.
• Leadership, problem-solving and clear communication across stakeholders.

What we offer

• Base salary of $110,000 - $130,000, with a discretionary bonus; the role is FLSA-exempt.
• Medical, dental and vision insurance, 401(k), flexible paid time off, paid parental leave, life and disability insurance.
• Hybrid working and reasonable adjustments, where possible.