Director Client Experience Jobs in Virginia (NOW HIRING)

Company:
Marsh McLennan Agency
Description:
Marsh McLennan Agency
Director, Client Services - Employee Health & Benefits
Award-winning, inclusive, Top Workplace culture doesn't happen overnight. It's a result of hard work by extraordinary people. The industry's brightest talent drive 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 Director, Client Services with our Employee Health & Benefits team at 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 world's leading professional services firm, Marsh (NYSE: MRSH).
A day in the life.
As our Director, Client Services on the Employee Health & Benefits team, you'll lead and elevate a team of client-facing EH&B professionals by setting clear expectations, reinforcing best practices, and creating an environment where people feel engaged, supported, and accountable. In close partnership with the Division Manager and Regional Client Service Leader, you'll provide strategic direction for how the market delivers service, strengthening team culture, driving retention and growth standards, and ensuring client needs are met consistently. You'll also serve as a key connector to regional partners, aligning local execution with national and regional tools, initiatives, and evolving process expectations.
In the course of your work, you'll review performance and operational data to ensure caseloads are balanced, resources are deployed effectively, and key metrics demonstrate progress. You'll oversee the annual review process and ensure meaningful coaching plans are in place to support development, while also identifying high-potential talent and building a leadership pipeline for the market. You'll collaborate with Operations and Learning & Development to identify learning gaps and implement training plans, and you'll facilitate hiring for service roles to ensure the team has the right capability and capacity.
You'll also act as a steward of workflow quality, compliance, and platform adoption-partnering with regional service leaders to establish standards and procedures, implementing region-wide practices for consistency, and monitoring adherence. This includes the optimal use of regional and national resources for the purpose of enhancing the colleague and client experience, ensuring end users are trained effectively. You'll coordinate with agency Employee Benefit leaders and your team to improve workflows, ultimately strengthening the client experience, increasing efficiency, and ensuring corporate initiatives and compliance expectations are embedded into how the client service organization operates day to day.
Our future colleague.
We'd love to meet you if your professional track record includes these skills:

• Bachelor's Degree Preferred or industry equivalent experience.
• 10+ years of industry experience with experience in project management and knowledge of associated systems. Knowledge of the agency benefits procedures and the agency management system.
• Strong presentation and interpersonal skills required.
• Legal work authorization to work in the U.S. on a permanent and ongoing basis without the need for sponsorship now or in the future

These additional qualifications are a plus, but not required to apply:

• Life & Health License preferred or ability to obtain within 90 days
• Zoom, Docusign, M365experience is also preferred.
• Effective communication, teamwork, intellectual curiosity and problem-solving skills required. Strong presentation and interpersonal skills required.

We know there are excellent candidates who might not check all of these boxes. Don't be shy. If you're close, we'd be very interested in meeting you.
Valuable benefits.
We value and respect the impact our colleagues make every day both inside and outside of work. Our culture promotes colleague well-being through robust benefits programs and resources, professional and personal development opportunities, and fulfillment through meaningful work.
Some benefits included in this role are:

• Generous time off, including personal and volunteering
• Tuition reimbursement and professional development opportunities
• Hybrid work - minimum 3 days in our Richmond, VA office
• Charitable contribution match programs
• Stock purchase opportunities

To learn more about a career at MMA, check us out our website or flip through recruiting brochure.
Follow us on social media to meet our colleagues and see what makes us tick:

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Who 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 is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.
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The applicable base salary range for this role is $92,400 to $172,100.
The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.