Senior Client Manager

This position executes on core functions for servicing the client's account/program in addition to serving as the source of knowledge concerning the client's needs. Partners with the Client Executive/Program Manager to complete projects. Handles more complex client issues and makes recommendations by utilizing client service and administration expertise. Mentors and provides feedback internally to other team members. Attains commitment of resources required to keep client project on track, following up to ensure commitments are kept and accomplishments realized. Serves as the project leader on activities required for a smooth takeover and/or implementation of new business. Evaluates current processes and determines new solutions and process improvements, communicates those across other departments and functional areas. Attends conferences, client meetings and meetings with other departments. Establishes strong relationships with the client/carrier and develops an understanding of all aspects of the client. Identifies and communicates opportunities for cross-sell.

At this level, the incumbent in this role will work with more complex clients, multiple product lines, multiple clients and larger scope insurance programs.

Client Servicing

  • Manages the delivery of services and the day-to-day client needs to retain accounts, establish strong client relationships and achieve high levels of client satisfaction.
  • Maintains and expands client relationships by analyzing, communicating and identifying coverage gaps, ensuring that a client's risk is being managed in an optimal manner.
  • Identifies important business needs of client and assist with achieving objectives by effectively communicating to the Client Executive/Program Manager. Alerts functional areas and escalates issues as appropriate.
  • Maintains client required business documentation.
  • Maintains files and updates management regularly on issues log, executing on documentation issues.
  • Executes all cyclical event processing.
  • Establishes client & carrier relationships and develops an understanding of all aspects of the client and carrier.
  • Manages escalated participant issues working directly with the Client Service Analyst regarding systemic or process issues with global impact to client or book of business. Recognizing and managing the risk to protect the firm from Errors and Omissions (E&O).
  • Attends conferences, client meetings and meetings with other departments. Establishes strong relationships with the client/carrier and develops an understanding of all aspects of the client. Identifies and communicates opportunities for cross-sell.
  • Liaison with internal staff, operations, marketing, customer service, IT, accounting. Documents and communicates program information to various departments and understands the interdependence between departments.
  • Mentors and provides feedback internally to other team members.
  • Evaluates current processes and determines new solutions and process improvements, communicates those across other departments and functional areas.
  • Handles special projects, makes recommendations to the Client Executive/Program Manager.
  • Partners with the Client Executive/Program Manager to complete projects.
  • Handles more complex client issues and makes recommendations by utilizing client service and administration expertise.
  • Advises Client Executive/Program Manager and/or client/carrier of underwriting and marketing offerings.
  • Attains commitment of resources required to keep client project on track, following up to ensure commitments are kept and accomplishments realized. Serves as the project leader on activities required for a smooth takeover and/or implementation of new business.
  • Assesses trends and risks, elevates to management. Develops solutions to correct situations and prevent reoccurrence.
  • Works with legal and compliance on E&O. Proactive risk mitigation. Handles breach/security issues.
  • Supports operational and compliance audits necessary to promote the reliability and integrity of the underwriting process.
  • Assists with marketing plan and reviews marketing materials and marketing loops for program accuracy prior to release.
  • Implements marketing plan for the communication of the client's program to its employees, members or owners.


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