Client Service Director, Employee Health & Benefits - MMA Midwest

    • Dayton, OH

SUMMARY: The Client Service Director, EH&B ensures a consistent client experience across all offices in the Midwest Region by successfully communicating a clear vision of MMA services and capabilities across various market segments. Implementing that vision and setting service standards to distinguish MMA from our competitors.

The Client Service Director provides hands-on people management to teams of Employee Health & Benefits professionals. The successful candidate is a passionate, organized people manager. He/she will be responsible for ensuring processes and expectations are clear & adhered to, while technology resources are fully leveraged. He/She will encourage independence of team members through empowerment and focus on professional development, and drive collaboration and efficiencies that enable the team to provide the highest level of client service.


  • Manages, coaches and advises the Departments' supervisors and managers
  • Identifies training needs and development opportunities of Account Managers, Administrators and Assistants
  • Ensures utilization of outsourcing as effectively as possible
  • Collaborates with leadership on setting & achieving budget and department goals
  • Reviews financial related metrics and focus on business analytics to promote growth
  • Develops effective renewal processes with service teams
  • Identifies and implements standards and trainings to ensure highest client service standards
  • Conducts regular communications with employees, including one on ones and department meetings
  • Addresses team inefficiencies and quality issues
  • Creates an environment emphasizing continual improvement through regular review of processes, procedures and performance
  • Ensures processes and procedures are being carried out accurately and timely
  • Trains and coaches staff and ensure application of learning
  • Ensures compliance with corporate programs and policies, including attendance, travel and expense reimbursement and continuing education requirements.
  • Performs quality checks and monitor performance, work load and work product to avoid potential errors and omissions for our staff and external third-party service vendor
  • Conducts employee performance reviews and establish individual goals that support the team's ability to deliver strong results and advance regional initiatives
  • Leverages HR and EH&B Operations to effectively deliver performance feedback and ongoing improvement efforts
  • Effectively manages a book of business maintaining consistent and continuous communication with assigned clients to provide needed information, creative solutions, and resolution of issues for clients
  • Participates in continuing education to maintain Life and Health license, stay current regulations and enhance insurance knowledge

  • Bachelor's Degree required
  • 7 -10 years of Group Benefits Insurance experience required
  • Life & Health License required
  • Industry certification preferred
  • Demonstrated success in managing, mentoring and developing employees

  • Strong interpersonal and communication skills and act as a positive change agent for the organization.
  • Flexibility and creativity for developing innovative and customized business solutions
  • Strong analytical and problem solving skills
  • Must have transportation to travel between offices, to event locations and other required destinations and must maintain a valid driver's license; must be able to provide his/her own vehicle and will be reimbursed for mileage
  • Strong commitment to Agency Values

Marsh & McLennan helps clients identify new opportunities by addressing the full range of risks, facilitating capital flows, and overcoming barriers to investment.

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