Director, Client Services - Employee Health & Benefits

Marsh McLennan Agency; Richmond (VA); Hybrid; USD 92,400 - 172,100; Full time

Benefits offered by this job

Hybrid work – in-office presence

Job summary

Marsh McLennan Agency is seeking a Director of Client Services for Employee Health & Benefits in Richmond. You will lead a team of client‑facing professionals, setting expectations and best practices while aligning local execution with national tools and initiatives.

You will drive performance and coaching, partner with regional leaders, and oversee training plans to close gaps and foster leadership development within the market.

Qualifications

• Bachelor’s Degree Preferred or industry equivalent experience.
• 10+ years of industry experience with project management expertise and knowledge of associated systems. Knowledge of the agency benefits procedures and the agency management system.
• Strong presentation and interpersonal skills.
• Legal work authorization to work in the U.S. on a permanent and ongoing basis without the need for sponsorship now or in the future.
• Life & Health License preferred or ability to obtain within 90 days.
• Experience with Zoom, Docusign, M365.
• Effective communication, teamwork, intellectual curiosity and problem‑solving skills.

Responsibilities

• Lead and elevate a team of client-facing professionals by setting clear expectations and best practices.
• Provide strategic direction for how the market delivers service and strengthen team culture.
• Oversee performance metrics, coaching plans, and leadership pipeline development.
• Identify learning gaps and implement training plans with Learning & Development.
• Facilitate hiring for service roles to ensure capability and capacity.
• Ensure workflow quality, compliance, and platform adoption across regions.

Skills

Project management

Presentation skills

Interpersonal skills

Legal work authorization

Education

Bachelor’s degree

Tools

Zoom

DocuSign

Microsoft 365

Job description

Director, Client Services - Employee Health & Benefits

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 (NYSE: MRSH).

Day in the Life

As our Director, Client Services on the Employee Health & Benefits team, you’ll lead and elevate a team of client-facing professionals by setting clear expectations, reinforcing best practices, and creating an environment where people feel engaged, supported, and accountable. In close partnership with the Division Manager and Regional Client Service Leader, you’ll provide strategic direction for how the market delivers service, strengthening team culture, driving retention and growth standards, and ensuring client needs are met consistently.

You’ll also serve as a key connector to regional partners, aligning local execution with national and regional tools, initiatives, and evolving process expectations. In the course of your work, you’ll review performance and operational data to ensure caseloads are balanced, resources are deployed effectively, and key metrics demonstrate progress. You’ll oversee the annual review process and ensure meaningful coaching plans are in place to support development, while also identifying high‑potential talent and building a leadership pipeline for the market.

You’ll collaborate with Operations and Learning & Development to identify learning gaps and implement training plans, and you’ll facilitate hiring for service roles to ensure the team has the right capability and capacity.

You’ll also act as a steward of workflow quality, compliance, and platform adoption—partnering with regional service leaders to establish standards and procedures, implementing region‑wide practices for consistency, and monitoring adherence. This includes the optimal use of regional and national resources to enhance the colleague and client experience, ensuring end users are trained effectively.

Qualifications

• Bachelor’s Degree Preferred or industry equivalent experience.
• 10+ years of industry experience with project management expertise and knowledge of associated systems. Knowledge of the agency benefits procedures and the agency management system.
• Strong presentation and interpersonal skills.
• Legal work authorization to work in the U.S. on a permanent and ongoing basis without the need for sponsorship now or in the future.

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

• Life & Health License preferred or ability to obtain within 90 days.
• Experience with Zoom, Docusign, M365.
• Effective communication, teamwork, intellectual curiosity and problem‑solving skills.

Benefits

• Generous time off, including personal and volunteering time.
• Tuition reimbursement and professional development opportunities.
• Hybrid work – minimum 3 days in our Richmond, VA office.
• Charitable contribution match programs.
• Stock purchase opportunities.

EEO Statement

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [e-mail].

Compensation

The applicable base salary range for this role is $92,400 to $172,100. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. In addition to the base salary, this position may be eligible for performance‑based incentives.