Client Services Director

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the world's largest insurance brokers, our focus provides our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of-a-kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community. WHY CHOOSE HUB? Throughout our network of more than 450 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees, and provide continuous opportunities for growth and development . Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs, yet evolves as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction We are the perfect fit if you: are seeking a progressive work environment at a rapidly growing organization have a desire to help others protect their future have an entrepreneurial spirit and are challenged by the opportunity to grow the business are focused on learning and development to enhance your industry knowledge and expertise are a self-starter willing to invest time and energy to learn the technical aspects of our business believe in integrity and building success by developing relationships with others The Employee Benefits Account Management team provides critical support to clients through day-to-day program oversight, client advocacy, and systems management to effectively manage their health and welfare programs. The Client Service Director(Manager) oversees the day-to-day functions of department(s) and/or location(s). This is a highly visible leadership position that manages operational sales support and client-related services and may also carry Account Executive responsibilities as needed. RESPONSIBILITIES Team Leadership & People Management Manages a team of employee benefits service staff including Account Executives, Account Managers, and Operational staff. Guides team on work quality, client-facing standards, and internal expectations; identifies and acts on coaching and training opportunities. Manages performance and conduct matters with appropriate documentation, HR partnership, and consistent application of expectations across the team. Conducts annual performance reviews for all direct reports; assists in annual human capital budgeting and ongoing operational expense monitoring. Fosters a positive, collaborative working environment that supports strong client service and producer outcomes. Organizational Change & Department Integration Leads organizational change initiatives including team restructuring, role integration, and process adoption; manages the cultural and operational transitions required to execute successfully. Develops and executes training programs for new products, services, systems, and procedures; sets departmental standards and periodically audits for compliance and coaching opportunities. Communicates goals, vision, and directives from HUB leadership clearly and consistently across the team. Technology, Systems & Process Improvement Owns primary oversight of project management processes and maintains department-level KPI dashboards to track team performance and operational health. Leads adoption of core technology platforms (such as BenefitPoint, Monday.com, Zywave, Employee Navigator, Plansight)  through system launches, structured training, and ongoing optimization. Identifies operational gaps and stands up cross-functional project teams to drive process improvement from scoping through implementation. Builds scalable, documented workflows and SOPs that reduce single-person dependencies and support sustainable team growth. Book-of-Business & Producer Strategy Conducts strategic book-of-business analysis to align account assignments across producers, AEs, AM’s and other support staff; balances revenue, client complexity, funding type, renewal distribution, and relationship continuity. Performs quarterly audits of book gains/losses; reviews findings with Account Executive staff to maintain KPI retention goals. Works with the regional EB Leadership Team to identify and execute regional and national initiatives through project coordination and resource alignment. Strategic Planning & External Partnerships Hosts annual strategic planning sessions with internal team and/or leadership to align on goals, priorities, and team direction for the year ahead. Manages relationships with external vendors including technology partners, general agents, and carriers to coordinate onsite trainings, offsite events, and learning opportunities for the team. Coordinates with leadership across HUB lines of business to resolve shared space, personnel, and physical resource considerations across locations. Compliance & Industry Knowledge Stays current on HUB resources, specialty practices, carrier updates, and state and federal regulations; develops and manages team implementation strategy in tandem with assigned producer and/or HUB leadership. Oversees adherence to brokerage compliance responsibilities across the team; ensures appropriate distribution of compliance ownership to reduce single-point-of-failure risk. Serves as a thought leader to Account Executives