Client Service Manager

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

What is the role?  

We are seeking a Client Service Manager in Charlotte, NC with a hybrid work schedule.  

ROLE SUMMARY  

The Client Service Manager is responsible for leading, developing, and overseeing the Client Service team to ensure exceptional delivery across the end-to-end client lifecycle—from onboarding to renewal to ongoing service. This role acts as a critical operational leader, ensuring that processes are efficient, documentation is accurate, service levels are met, and the team is equipped to support the Vertical service teams. 
 

You will set the standard for service excellence by coaching team members, optimizing workflows, removing operational bottlenecks, and ensuring consistent, high-quality execution that enhances client satisfaction and retention. You will also bring a forward-thinking approach to the role, helping contribute to and lead automation tool development, requirements gathering, and taking an active voice in elevating service and transforming the way the team works. 

What will you be doing?  

Team Leadership & Development 

• Manage, coach, and develop Client Service Representatives to ensure strong performance, engagement, and growth. 

• Conduct regular quality checks on client deliverables; provide feedback and training where needed. 

• ·Oversee workload distribution to balance capacity, manage deadlines, and ensure operational efficiency. 

Client Service Oversight 

• Ensure timely and accurate execution of onboarding, renewals, certificates, endorsements, and documentation across the team. 

• Serve as an escalation point for complex client or carrier issues, providing guidance and resolution support. 

• Monitor compliance with internal controls, regulatory requirements, and documentation standards across accounts. 

Process Management 

• Standardize and enhance processes for client service support across the client lifecycle. 

• Partner with Practice Groups, Operations, and Accounting to streamline workflows and eliminate friction points. 

• Use performance metrics and reporting to identify improvement opportunities and drive consistency across the team. 

• Champion a forward-thinking, continuous-improvement mindset within the team, proactively identifying where automation and technology can elevate service delivery. 

• Contribute to and help lead automation tool development, taking an active role in defining requirements and acting as an SME to transform the way the team works. 

Cross-Functional Collaboration 

• Work closely with Verticals to understand client needs and align service priorities. 

• Coordinate with carriers to support escalations, program changes, and complex servicing requirements. 

• Collaborate with internal teams to ensure smooth execution across the client lifecycle. 

What are we looking for?  

• Leadership & Coaching: Ability to guide, develop, and motivate a service team while maintaining high performance standards. 

• Operational Excellence: Skilled at building efficient processes, managing workflows, and ensuring quality control. 

• Client Service Mindset: Strong commitment to delivering responsive, accurate, and value-added service. 

• Communication: Clear and confident communicator across various stakeholders. 

• Problem-Solving: Ability to troubleshoot issues proactively and navigate complex client or carrier situations. 

• Technical Proficiency: Comfortable in insurance agency management systems (Epic, AMS360, etc.) and Microsoft Office tools. 

• Innovation & Forward Thinking: Proactive, forward-thinking mindset with a willingness to contribute to and lead automation tool development and requirements gathering through SME contribution, to elevate service and transform ways of working. 
   

Qualifications 

• Bachelor’s degree in Business, Insurance, or a related field; or equivalent work experience 

• 5+ years of experience in insurance client service or operations, including minimum 2 years within Commercial Lines 

• 2+ years in a Team-lead capacity; experience in leading an off-shore team is a plus 

• Strong understanding of insurance policy documentation, billing workflows, certificates of insurance, and renewal processes 

• Strong organizational and communication skills with a client-service orientation. 

• Demonstrated ability to manage teams, drive process consistency, and uphold high service standards 

• Experience in championing automation and continuous improvement initiatives to enhance efficiency and service delivery. 

Compensation and Benefits 

The expected base salary range for this role is $110,000 - $130,000; actual base salary will be determined based on factors including candidate experience and work location. This role is classified as exempt under the Fair Labor Standards Act (FLSA). 

In addition to a competitive base salary, employees are eligible to receive a discretionary bonus. Howden also offers a variety of benefits and programs, subject to eligibility, including: 

• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts 

• 401(k) retirement plan 

• Flexible Paid Time Off and paid parental leave 

• Life and Disability insurance 

Our sustainability promise  

We’re on a life-long journey to become an ever-more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world. You can read more about our sustainability work here.  

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.