Client Service Manager

At Howden, we're not just building a business- We're rewriting the rules of what a global insurance broker can be. And now, it's your turn to be part of something extraordinary. From three people and a dog to over 22,000 employees across 56 countries, we've grown into a $4bn revenue powerhouse with bold ambition: to become a $13bn business with 40,000 people by 2030. We're launching our US retail platform with the same entrepreneurial spirit that's driven our success worldwide- and we're looking for trailblazers to help shape the future. Why Howden? You'll Own It With 6,000 employee shareholders owning 34% of the company , our unique ownership model means you're not just joining a team-you're building a business you truly own. You'll Be Empowered We're a destination for talent where people are trusted to look after their clients and grow together. You'll have the freedom to lead, backed by global scale and local expertise. You'll Be Part of Something Bigger Our integrated platform spans broking, reinsurance, and MGA capabilities-giving you access to everything you need to deliver for clients and build something remarkable We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to make a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to make a difference for clients. Always have, always will. What is the role? The Client Service Manager is responsible for leading, developing, and overseeing the Client Service team to ensure exceptional delivery across the end-to-end client lifecycle-from onboarding to renewal to ongoing service. This role acts as a critical operational leader, ensuring that processes are efficient, documentation is accurate, service levels are met, and the team is equipped to support the Vertical service teams. You will set the standard for service excellence by coaching team members, optimizing workflows, removing operational bottlenecks, and ensuring consistent, high-quality execution that enhances client satisfaction and retention. You will also bring a forward-thinking approach to the role, helping contribute to and lead automation tool development, requirements gathering, and taking an active voice in elevating service and transforming the way the team works. What will you be doing? Manage, coach, and develop Client Service Representatives to ensure strong performance, engagement, and growth. Conduct regular quality checks on client deliverables; provide feedback and training where needed. Oversee workload distribution to balance capacity, manage deadlines, and ensure operational efficiency. Client Service Oversight Ensure timely and accurate execution of onboarding, renewals, certificates, endorsements, and documentation across the team. Serve as an escalation point for complex client or carrier issues, providing guidance and resolution support. Monitor compliance with internal controls, regulatory requirements, and documentation standards across accounts. Process Management Standardize and enhance processes for client service support across the client lifecycle. Partner with Practice Groups, Operations, and Accounting to streamline workflows and eliminate friction points. Use performance metrics and reporting to identify improvement opportunities and drive consistency across the team. Champion a forward-thinking, continuous-improvement mindset within the team, proactively identifying where automation and technology can elevate service delivery. Contribute to and help lead automation tool development, taking an active role in defining requirements and acting as an SME to transform the way the team works. Cross-Functional Collaboration Work closely with Verticals to understand client needs and align service priorities. Coordinate with carriers to support escalations, program changes, and complex servicing requirements. Collaborate with internal teams to ensure smooth execution across the client lifecycle. Qualifications Leadership & Coaching: Ability to guide, develop, and motivate a service team while maintaining high performance standards. Operational Excellence: Skilled at building efficient processes, managing workflows, and ensuring quality control. Client Service Mindset: Strong commitment to delivering responsive, accurate, and value-added service. Communication: Clear and confident communicator across various stakeholders. Problem-Solving: Ability to troubleshoot issues proactively and navigate complex client or carrier situations. Technical Proficiency: Comfortable in insurance agency management systems (Epic, AMS360, etc.) and Microsoft Office tools. Innovation & Forward Thinking: Proactive, forward-thinking mindset with a willingness to contribute to and lead automation tool development and requirements gathering through SME contribution, to elevate service and transform ways of working. Qualifications Bachelor's degree in Business, Insurance, or a related field; or equivalent work experience 5+ years of experience in insurance client service or operations, including minimum 2 years within Commercial Lines 2+ years in a Team-lead capacity; experience in leading an off-shore team is a plus Strong understanding of insurance policy documentation, billing workflows, certificates of insurance, and renewal processes Strong organizational and communication skills with a client-service orientation. Demonstrated ability to manage teams, drive process consistency, and uphold high service standards Experience in championing automation and continuous improvement initiatives to enhance efficiency and service delivery. What do we offer in return? A career that you define. Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society's greatest challenges. And we know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work - and vice versa. That's why we do our best to support our people in every aspect of their lives. Diversity and Inclusion At Howden we value diversity - there is no one Howden 'personality type'. Instead, we're looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new We support each other, in the small everyday moments and the bigger challenges We are determined to make a positive difference, at work and beyond We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect - regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances. Compensation and Benefits This role is classified as exempt under the Fair Labor Standards Act (FLSA). In addition to a competitive base salary, employees are eligible to receive a discretionary bonus. Howden also offers a variety of benefits and programs, subject to eligibility, including: Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts Flexible Paid Time Off and paid parental leave Life and Disability insurance Our sustainability promise We're on a life-long journey to become an ever-more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world. You can read more about our sustainability work here. #J-18808-Ljbffr Howden