Client Service Manager

Howden; Town of Charlotte (NY); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Flexible Paid Time Off

Life and Disability insurance

Parental leave

Job summary

Howden is seeking a Client Service Manager to lead the Client Service team, overseeing onboarding, renewals, and documentation across client lifecycles. You will champion process excellence, coach staff, and partner with operations and accounting to optimize workflows.

A strong focus on automation and continuous improvement will shape how we deliver superior service for Commercial Lines clients. You should have a Bachelor’s in Business or Insurance, 5+ years in insurance client service with 2+

Qualifications

• Bachelor’s degree in Business, Insurance, or related field or equivalent experience.
• 5+ years in insurance client service or operations, incl. 2+ years in a team lead role.
• Strong knowledge of policy documentation, billing workflows, and renewals.
• Experience leading offshore teams is a plus.
• Proven ability to drive process consistency and high service standards.
• Comfort with automation initiatives and continuous improvement.
• Strong organizational and client-service orientation.

Responsibilities

• Lead and develop Client Service Representatives to ensure strong performance and growth.
• Oversee onboarding, renewals, certificates, endorsements, and documentation accuracy.
• Escalate complex client or carrier issues and drive resolution.
• Collaborate with Practice Groups, Operations, and Accounting to streamline workflows.
• Define requirements and contribute to automation tool development.

Skills

Leadership

Team leadership

Operational excellence

Client service mindset

Communication

Problem solving

Automation & SME

Cross-functional collaboration

Education

Bachelor's degree in Business/Insurance

Tools

Epic

AMS360

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 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.

What do we offer in return? A career that you define.

Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges.

And we know that separate home and work lives don’t really exist. If you’re happy and healthy at home, you’re more likely to be happy and fulfilled at work – and vice versa. That’s why we do our best to support our people in every aspect of their lives.

Compensation and Benefits

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*.

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

Permanent