Director, Client Services

Overview

We are seeking a skilled Director, Client Services, to drive growth and development across all the Client Services teams. This position will report to the SVP, Client Services and partner with the AVP, Client Experience, Client Services Analytics Manager, AVP, Agency Services and VP Risk Control. The Director supports the Client Services team to drive efficiency, accuracy, and client centricity in all client services processes. The director will also lead improvements in audit, access and staffing. The director will work in collaboration with the Client Services team to implement strategy, drive data integrity, optimize services and ensure operational process and policies are in place. This position offers the opportunity to shape operational excellence and enhance the client experience by leading impactful initiatives and supporting a culture of continuous improvement.

Responsibilities

1. Manages CXA team, National Access Lead and the National Audit Lead.

2. Supports strategic initiative growth in Agency Services and Risk Control

3. Direct, plan, and implement strategic initiatives to support client experience goals.

4. Ensure optimal resource utilization to meet client expectations.

5. Manage the effective implementation of new systems and optimize the use of existing technologies.

6. Document customer journey to identify opportunities for improved client experience.

7. Salesforce Management and Optimization for Client experience assistants.

8. Identify, track and drive Salesforce enhancements and fixes.

9. Coordinate across departments to achieve alignment and progress.

10. Supervise the Client Experience Assistant team, continuously enhancing workflows to drive efficiency and improve team processes.

11. Data Integrity: Maintain data integrity across multiple platforms and documents to ensure accuracy and consistency.

12. Review activities, costs, and operations to measure progress toward goals.

13. Propose innovative, programmatic changes based on assessments to enhance efficiency and consistency.

14. Salesforce Management and Optimization for Client experience in partnership with sales.

15. Support CX leadership to develop salesforce reporting and scorecards.

16. Manage communication and updates on process workflow documents.

17. Develop and manage workflows for the Large Loss Notice process.

18. Project Management: Track initiatives and manage multiple projects to support operational goals.

19. Coordinate across departments to achieve alignment and progress.

20. Identify opportunities to leverage resources across the division and enterprise, addressing operational challenges and maximizing opportunities

Qualifications

• Proven experience in operations management, preferably within insurance, claims, or a related industry.

• Strong project management skills, with a record of delivering results in a dynamic environment.

• Understanding of Salesforce or similar CRM platforms.

• Understanding of Agency appointment and due diligence process.

• Understanding of Risk Control capabilities.

• Ability to develop workflows, streamline processes, and manage data integrity across platforms.

• Experience with writing and implementing program level policy and procedures.

• Ability to interact collaboratively and work effectively with a multi-functional team and throughout the organization; fosters an environment of shared responsibility and accountability.

• Strong leadership skills, with experience managing cross-functional teams.

• Analytical mindset with a focus on identifying efficiencies and implementing improvements