Director, Client Services - Employee Health & Benefits

About the role

Marsh McLennan Agency (MMA) is looking for a Director, Client Services for its Employee Health & Benefits team in Richmond, Virginia. You will lead and elevate a team of client-facing professionals by setting clear expectations, reinforcing best practices and building a culture where people feel engaged, supported and accountable. You work closely with the Division Manager and Regional Client Service Leader to set strategic direction for how the market delivers service, and you connect regional partners so local execution matches national and regional tools and processes.

Key responsibilities

• Review performance and operational data to balance caseloads, deploy resources effectively and track key metrics
• Oversee the annual review process, ensure coaching plans are in place, identify high-potential talent and build a leadership pipeline
• Work with Operations and Learning & Development to find learning gaps and run training plans, and facilitate hiring for service roles
• Act as steward of workflow quality, compliance and platform adoption: set standards and procedures with regional service leaders, implement region-wide practices and monitor adherence
• Ensure end users are trained effectively and use regional and national resources to improve the colleague and client experience
• Coordinate with agency Employee Benefit leaders to improve workflows, embed corporate initiatives and compliance into daily operations

Required profile

• Bachelor's degree preferred, or industry equivalent experience
• 10+ years of industry experience, including project management and knowledge of associated systems
• Knowledge of agency benefits procedures and the agency management system
• Legal work authorization to work in the U.S. permanently and without sponsorship now or in the future
• Strong presentation and interpersonal skills; effective communication, teamwork, intellectual curiosity and problem-solving

Required skills

• Preferred: Life & Health license or ability to obtain it within 90 days
• Preferred: Zoom, DocuSign, Microsoft 365 experience

What we offer

• Base salary range of $92,400 to $172,100, with possible performance-based incentives
• Health and welfare benefits, tuition assistance, 401K and other retirement programs, and employee assistance programs
• Time off including personal and volunteering, charitable contribution match, stock purchase opportunities
• Hybrid work with a minimum of 3 days in the Richmond, VA office