Client Service Manager at Marsh McLennan

Company:Marsh McLennan AgencyDescription:Our not-so-secret sauce.Award winning inclusive Top Workplace culture doesnt happen overnight. Its a result of hard work by extraordinary people. The industrys brightest talent drives our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as a Client Service Manager at Marsh McLennan Agency (MMA).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 worlds leading professional services firm Marsh McLennan (NYSE: MMC).A day in the life. As our Client Service Manager in the Client Center youll direct and manage Client Service Specialists and Service Associates in the MMA Client Center. Monitor workflow and adjust staff duties and responsibilities as needed to assure quality and timely phone and non-phone service response.Oversee daily service center operations ensuring performance efficiency and adherence to service standards and compliance requirements.Lead and develop service managers supervisors and team leads to drive engagement accountability and consistent performance across all teams.Monitor key service metrics (SLAs client satisfaction productivity) and implement corrective actions or process improvements to meet goals.Serve as an escalation point for complex client or operational issues ensuring timely and effective resolution.Identify operations gaps and partner with the Director to streamline workflows enhance systems and implement best practices from efficiency and scalability.Utilize advanced Excel functions (e.g. Pivot Tables data visualization what-if-analysis) to distill complex data into actionable insights that drive business strategy and present clear concise reports to Sr. Leadership.Work closely with Sales & Operations Inside Sales and Technology teams to ensure seamless client handoffs data accuracy and process alignment.Support staffing strategy forecasting and scheduling to maintain appropriate coverage and workload balance.Serve as acting Director in the directors absence ensuring consistent leadership communication and operational continuity.Our future colleague.Wed love to meet you if your professional track record includes these skills:High School graduate or equivalent3-5 years of insurance industry experience minimumContact center operations or leadership experienceOrganized with strong ability to prioritizeDemonstrated ability to supervise personnelCurrent or previously held property & casualty insurance licenseDemonstrated proficiency of basic computer applications such as Microsoft Office productsAbility to travel occasionally overnightThese additional qualifications are a plus but not required to apply:Masters degree or equivalent graduate workExperience leading management level team membersWe know there are excellent candidates who might not check all of these boxes. Dont be shy. If youre close wed be very interested in meeting you.Valuable benefits.We value and respect the impact our colleagues make every day both inside and outside our organization. Weve built a culture that promotes colleague well-being through robust benefit programs and resources encourages professional and personal development and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.Some benefits included in this role are:Generous time off including personal and volunteeringTuition reimbursement and professional development opportunitiesHybrid WorkCharitable contribution match programsStock purchase opportunitiesTo view additional career opportunities visit or flip through our recruiting brochure: us on social media to meet our colleagues and see what makes us tick:InstagramFacebookXLinkedInWho you are is who we are. We embrace a culture that celebrates and promotes the many backgrounds heritages and perspectives of our colleagues and clients. We are always seeking those with ethics talent and ambition who are interested in joining our client-focused teams.Marsh McLennan and its affiliates are EOEMinority/Female/Disability/Vet/SexualOrientation/Gender Identity employers.MMABIRequired Experience:Manager Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type : Full-Time Experience: years Vacancy: 1