Client Service Center Manager - P&C Insurance

Marsh McLennan Agency; United States; Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Generous time off

Tuition reimbursement

Hybrid work options

Charitable contribution match programs

Stock purchase opportunities

Medical insurance

Vision insurance

401(k)

Paid paternity leave

Paid maternity leave

Disability insurance

Job summary

A leading insurance firm is seeking a Client Service Center Manager to oversee daily operations, manage staff, and ensure service excellence within the Client Center. Essential qualifications include 3-5 years of experience in the insurance industry and a property & casualty insurance license. The position offers hybrid work options and generous benefits, including tuition reimbursement and paid time off. The ideal candidate will demonstrate strong leadership and organizational skills, with experience in contact center operations.

Qualifications

• 3-5 years of insurance industry experience.
• Minimum contact center operations or leadership experience.
• Demonstrated proficiency of basic computer applications.

Responsibilities

• Direct and manage Client Service Specialists and Service Associates.
• Monitor key service metrics and implement process improvements.
• Serve as an escalation point for complex client issues.

Skills

Organized with strong ability to prioritize and delegate

Demonstrated ability to supervise personnel

Current or previously held property & casualty insurance license

Education

High School graduate or equivalent

Tools

Microsoft Office

Job description

Join to apply for the Client Service Center Manager - P&C Insurance role at Marsh McLennan Agency

2 days ago Be among the first 25 applicants

Pay range

$90,000.00/yr - $110,000.00/yr

This range is provided by Marsh McLennan Agency. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Award winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drives our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as a Client Service Manager at Marsh McLennan Agency (MMA).

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh McLennan (NYSE: MMC).

A day in the life

As our Client Service Manager in the Client Center, you’ll direct and manage Client Service Specialists and Service Associates in the MMA Client Center. Monitor workflow and adjust staff duties and responsibilities, as needed, to assure quality and timely phone and non-phone service responses.

• Oversee daily service center operations, ensuring performance, efficiency, and adherence to service standards and compliance requirements.
• Lead and develop service managers, supervisors, and team leads to drive engagement, accountability, and consistent performance across all teams.
• Monitor key service metrics (SLAs, client satisfaction, productivity) and implement corrective actions or process improvements to meet goals.
• Serve as an escalation point for complex client or operational issues, ensuring timely and effective resolution.
• Identify operations gaps and partner with the Director to streamline workflows, enhance systems, and implement best practices from efficiency and scalability.
• Utilize advanced Excel functions (e.g., Pivot Tables, data visualization, what‑if analysis) to distill complex data into actionable insights that drive business strategy and present clear, concise reports to senior leadership.
• Work closely with Sales & Operations, Inside Sales, and Technology teams to ensure seamless client handoffs, data accuracy, and process alignment.
• Support staffing strategy, forecasting, and scheduling to maintain appropriate coverage and workload balance.
• Serve as acting Director in the director’s absence, ensuring consistent leadership, communication, and operational continuity.

Our future collaborators

• High School graduate or equivalent.
• 3‑5 years of insurance industry experience.
• Minimum contact center operations or leadership experience.
• Organized with strong ability to prioritize and delegate.
• Demonstrated ability to supervise personnel.
• Current or previously held property & casualty insurance license.
• Demonstrated proficiency of basic computer applications, such as Microsoft Office products.
• Ability to travel, occasionally overni.

Additional qualifications (nice to have)

• Master’s degree or equivalent graduate work.
• Experience leading management level team members.

We know there are excellent candidates who might not check all of these boxes. Don’t be shy. If you’re close, we’d be very interested in meeting.

Benefits

• Generous time off, including personal and volunteer time off.
• Tuition reimbursement and professional development opportunities.
• Hybrid work options.
• Charitable contribution match programs.
• Stock purchase opportunities.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management

Industries

Insurance Agencies and Brokerages; Insurance

Additional benefits inferred from the description

• Medical insurance
• Vision insurance
• 401(k)
• Paid paternity leave
• Paid maternity leave
• Disability insurance

EEO Statement

Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.