National Director of Client Service Operations | Property & Casualty

National Director, Client Service Operations

The National Director, Client Service Operations, is responsible for the strategic planning, vision, and direction of all aspects of client service delivery outcomes and overall retention with both consistent and high-quality experience. As a member of the divisional service line's executive team, the incumbent will partner with P&C regional client service team leaders to establish national best practices for service standards and obtain optimal efficiency as it pertains to on/off-off-shore resources, system administration, incorporation of AI, and overall effectiveness of agency operations for the Property Casualty division. This role reports directly to the service line President, and is expected to champion change, integration, and drive best practices built around strategic business objectives and priorities on a national scale.

Essential Functions and Primary Duties

• Develop and implement a national standardization framework for client service and resource management across the business.
• Serve as an active member of the divisional senior leadership team, providing thought leadership and strategic input.
• Define short- and long-term goals aligned with divisional objectives for client outcomes and experience.
• Assess current best practices and client deliverables to standardize onboarding, renewal stewardship, service communications, and retention recovery plans.
• Evaluate market-specific nuances and determine where variances from industry standards are warranted.
• Partner with regional client service leaders to design and execute a national service model that improves efficiency and aligns service delivery with client expectations, including roles, workflows, SLAs, and stewardship.
• Provide ongoing guidance to regional client service leaders, including escalation management, workload balancing, and development of professional and technical bench strength.
• Drive adoption of existing technologies, AI, and offshore resources to improve compliance, data reliability, service delivery, and operating margins.
• Establish development benchmarks for client service talent tied to team KPIs and individual role and career progression.
• Provide ongoing training to the client service team on competitive practices, industry trends, and regulatory changes.
• Partner with senior leadership to evaluate emerging tools and resources, improve client retention and satisfaction, and identify staffing needs and bench strength.
• Perform other duties as assigned.

Preferred Qualifications

• 1015 years of client service experience at an insurance retail organization with progressively complex coverage responsibilities.
• Deep knowledge of Property & Casualty insurance across all lines of business.
• Demonstrated industry expertise in products, proposal development, underwriting, regulatory trends, and client presentations.
• At least 5 years of experience in a senior leadership role.
• Proven expertise in change management, particularly in environments involving leadership transitions, acquisition integration, and standardization.
• Strong executive presence and leadership skills.
• Professional insurance designations such as CIC, CISR, CPCU, and CRM are strongly preferred.
• Proficiency with applicable technology, including Microsoft Office and agency management systems
• Excellent verbal and written communication skills, with the ability to engage effectively at all levels internally and externally.
• Expert knowledge of state and federal laws and regulations affecting discipline.
• Advanced problem-solving and critical-thinking skills.
• Ability to manage and prioritize multiple responsibilities.
• Ability to travel as needed, up to 30%.

Minimum Qualifications

• Bachelor's degree in Business, Finance, Management or related field. MBA strongly preferred
• At least 7 years of multi-location operations management experience
• Must maintain current required licenses and certifications relevant to field of expertise
• Advanced communication, sales and presentation skills
• Proven track record of meeting sales targets
• Strong analytical skills
• Advanced interpersonal and leadership skills
• Results driven and customer focused