Client Service Manager

hyperiongrp; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Howden US is seeking a Client Service Manager to lead and develop the Client Service team across the full client lifecycle, from onboarding to renewal and ongoing service. You will drive service excellence, coach team members, and optimize workflows to remove bottlenecks and enhance client satisfaction.

The role requires strong leadership, process improvement mindset, and the ability to collaborate with Verticals, Operations, and Accounting to deliver consistent, high-quality service.

Qualifications

• Leadership and coaching experience.
• Ability to guide, develop, and motivate a client service team.
• Experience driving process improvements and service excellence.

Responsibilities

• Lead, develop, and oversee the Client Service team across onboarding, renewal, and ongoing service.
• Coach team members, monitor quality, and optimize workflows.
• Collaborate with Verticals, Operations, and Accounting to streamline processes and elevate service delivery.

Skills

Leadership & Coaching

Job description

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.

Why Join Howden US?

At Howden, we're not just building a business- We're rewriting the rules of what a global insurance broker can be. And now, it's your turn to be part of something extraordinary. From three people and a dog to over 22,000 employees across 56 countries, we've grown into a $4bn revenue powerhouse with bold ambition: to become a $13bn business with 40,000 people by 2030.

We're launching our US retail platform with the same entrepreneurial spirit that's driven our success worldwide- and we're looking for trailblazers to help shape the future.

Why Howden?

• You'll Own It. With 6,000 employee shareholders owning 34% of the company, our unique ownership model means you're not just joining a team-you're building a business you truly own.
• You'll Be Empowered. We're a destination for talent where people are trusted to look after their clients and grow together. You'll have the freedom to lead, backed by global scale and local expertise.
• You'll Be Part of Something Bigger. Our integrated platform spans broking, reinsurance, and MGA capabilities-giving you access to everything you need to deliver for clients and build something remarkable.

We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to make a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to make a difference for clients. Always have, always will.

What is the role?

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.

Qualifications

• Leadership & Coaching: Ability to guide, develop, and motivate a service team while maintainin