Client Services Manager

McGriff; Greensboro (NC); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Generous time off

Tuition reimbursement

Hybrid work model

Charitable contribution match programs

Stock purchase opportunities

Job summary

A leading insurance provider in Greensboro is looking for a Client Service Manager to oversee operations in their Client Center. You will lead a team, ensure service excellence, and drive performance improvements while collaborating with various departments. Ideal candidates have 3-5 years of experience in the insurance industry, strong supervisory skills, and proficiency in Microsoft Office. This role offers generous time off, hybrid work options, and professional development opportunities.

Qualifications

• 3-5 years of insurance industry experience minimum.
• Demonstrated ability to supervise personnel.
• Current or previously held property & casualty insurance license.

Responsibilities

• Manage Client Service Specialists and Service Associates in the Client Center.
• Oversee daily service center operations ensuring adherence to service standards.
• Monitor key service metrics and implement process improvements.

Skills

Insurance industry experience

Contact center operations leadership

Organizational skills

Supervisory abilities

Basic computer applications proficiency

Ability to travel

Education

High School diploma or equivalent

Tools

Microsoft Office

Excel

Job description

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 response.

• 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 Sr. 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 colleague.

We’d love to meet you if your professional track record includes these skills:

• 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
• 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 overnight

These additional qualifications are a plus, but not required to apply:

• 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 you.

We value and respect the impact our colleagues make every day both inside and outside our organization. We’ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.

Some benefits included in this role are:

• Generous time off, including personal and volunteering
• Tuition reimbursement and professional development opportunities
• Hybrid Work
• Charitable contribution match programs
• Stock purchase opportunities

To view additional career opportunities, visit http://marshmma.com/careers or flip through our recruiting brochure: https://www.flipsnack.com/BB9CD8DD75E/limitless-opportunities-at-mma

Follow us on social media to meet our colleagues and see what makes us tick:

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Who you are is who we are.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams.

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