Senior Director, Employee Benefits – Small Group

CEB Cranston EB; Canton (MA); Hybride; USD 165 000 - 225 000; Plein temps

Avantages offerts par ce poste

Life Insurance and Disability

Medical/Dental/Vision and FSA/HSA

401(k) with company match

Voluntary benefits including Critical-

PTO

Résumé du poste

Hilb Group in the United States is seeking a Service Director, Employee Benefits – Small Group to lead and scale our employee benefits service team. This hybrid role reports to multiple agency locations including Canton, MA, Mansfield, MA, Farmington, CT, and Cranston, RI, and focuses on high-quality client service delivery.

The ideal candidate has 10+ years in EB brokerage/consulting with 6+ years in service leadership, and holds a Bachelor’s degree (CEBS, RHU preferred).

Qualifications

• 10+ years of progressive experience in Employee Benefits brokerage or consulting.
• 6+ years in a service leadership or operational management role.
• Deep knowledge of employee benefits products, funding arrangements, and carrier markets.
• Strong operational, organizational, and problem-solving skills.
• Exceptional communication and leadership capabilities with internal teams and external clients.

Responsabilités

• Develop and execute a service strategy aligned with firm growth objectives, client segmentation, and revenue targets.
• Establish and maintain service delivery models, workflows, and standards to support scalable growth.
• Lead the service organization and escalation point for complex client or carrier issues.
• Partner with the Managing Director to drive profitability through efficient resource utilization and operational discipline.
• Ensure consistent, high-quality service delivery across applicable client segment(s).
• Oversee Roadmap process delivery and execution Segment-wide.
• Act as executive sponsor on select strategic accounts to ensure satisfaction, retention, and expansion.
• Monitor client satisfaction, retention metrics, and service KPIs to identify risks and improvement opportunities.
• Lead, mentor, and develop a high-performing team of service leaders, consultants'/account executives, account managers, and support staff.
• Foster a culture of accountability, collaboration, continuous improvement, and client-first mindset.
• Recruit, onboard, and retain top service talent; support succession planning and career pathing.
• Establish training standards and professional development programs to enhance technical and consultative capabilities.
• Serve as a strategic partner to the Sales Director to support new business onboarding, transitions, and integration.
• Align service resources to support sales growth while protecting service quality and client experience.
• Provide service input on prospect strategies, capabilities, and resource planning.
• Support retention and cross-sell initiatives through proactive service leadership.
• Establish and enforce service standards, quality control, and best practices across the service organization.

Connaissances

Service leadership

Operations management

Employee Benefits

Client relationship management

Strategic partnership with sales

Leadership capabilities

Formation

Bachelor's degree

CEBS

RHU

Advanced degree preferred

Description du poste

Hilb Group in the United States is seeking a Service Director, Employee Benefits – Small Group to lead and scale our employee benefits service team. This hybrid role reports to multiple agency locations including Canton, MA, Mansfield, MA, Farmington, CT, and Cranston, RI, and focuses on high-quality client service delivery.

The ideal candidate has 10+ years in EB brokerage/consulting with 6+ years in service leadership, and holds a Bachelor’s degree (CEBS, RHU preferred).