Service Director, Employee Benefits – Small Group

CEB Cranston EB; Canton (MA); Hybrid; USD 165,000 - 225,000; Full time

Benefits offered by this job

Life Insurance and Disability

Medical/Dental/Vision and FSA/HSA

401(k) with company match

Voluntary benefits including Critical-

PTO

Job summary

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.

Responsibilities

• 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.

Skills

Service leadership

Operations management

Employee Benefits

Client relationship management

Strategic partnership with sales

Leadership capabilities

Education

Bachelor's degree

CEBS

RHU

Advanced degree preferred

Job description

Grow With Us! At Hilb Group, we recognize that our associates are our greatest asset. We promote a service-driven culture of high performance that encourages career and professional development.

The Hilb Group is currently seeking a motivated and ambitious Service Director, Employee Benefits – Small Group to join our team.

This position will report to our agency located in Canton, MA, Mansfield, MA, Farmington, CT or Cranston, RI. The ideal candidate will be motivated to succeed, is well organized, able to prioritize, and able to work well with a team.

This is a hybrid position.

Responsibilities

• 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.
• Serve as the senior service leader 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.
• Partner with compliance, data analytics, finance, and operations teams to ensure adherence to regulatory and internal requirements.
• Optimize workflows, service models (Roadmap), and utilization through process improvement and effective use of technology.
• Leverage reporting and analytics to manage capacity, forecast needs, and improve performance.
• Maintain strong strategic relationships with carriers and vendor partners.
• Ensure service teams are leveraging carrier markets effectively and consistently.
• Stay informed on market trends, carrier changes, and regulatory developments impacting service delivery.

Qualifications

Certification: L&H license Bachelor’s degree required; advanced degree or industry designations (CEBS, RHU, etc.) preferred. 10+ years of progressive experience in Employee Benefits brokerage or consulting, with 6+years in a service leadership or operational management role. Deep knowledge of employee benefits products, funding arrangements, compliancerequirements, and carrier markets. Proven ability to lead and scale service teams in a growth-oriented environment. Strong operational, organizational, and problem-solving skills. Exceptional communication and leadership capabilities with both internal teams and external clients. Experience partnering closely with sales leadership to support growth and retention. Travel and overtime may be required to fulfill the requirements of this position.

Benefits

• Company Paid Life Insurance, Long-Term and Short-Term Disability.
• Medical, Dental, Vision and FSA/HSA plans.
• 401(k) with company match.
• Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.
• Generous PTO.

An awesome team of professionals!

Compensation

Compensation: $195,000/yr. with bonus potential.

EEO Statement

The Hilb Group is an equal opportunity employer, and we actively support and comply with all applicable federal, state, and local laws prohibiting all forms of discrimination in employment. Additionally, we have a zero-tolerance policy for all forms of harassment in violation of federal, state, and local laws.

About Hilb Group

Founded in 2009, Hilb Group is a Top 25 middle-market independent insurance broker. Hilb Group offers expertise in property & casualty, employee benefits, human resources consulting, and retirement services to businesses and individuals throughout the nation. Hilb Group provides the resources of a big insurance broker and the attentive, personal service of a small agency. Our people are our greatest strength. Our values of trust, passion, integrity, and growth drive our actions to benefit every client.