Job Description

As the Client Service Manager, you will report directly to your Branch President and support the Director of Client Services with all network initiatives. You are responsible to lead and manage your assigned service team, ensuring all members meet or exceed performance expectations. You will provide performance management, ensure core process compliance, identify opportunities for improvement and solve issues using the Entrepreneurial Operating System (EOS) framework.

You will support the Director of Client Services with strategic initiatives that drive organizational change, and major projects such as the Epic implementation. This role ensures consistent, high-quality client experiences, drives retention strategies, and supports staff in delivering operational excellence.

Key Responsibilities

Team Leadership & Development

• Direct day-to-day support of branches while driving long-term improvements to support organizational growth.
• Manage and mentor your assigned service team members.
• Attend weekly L10 Meetings, Renewal Meetings and Team Huddles
• Perform Quarterly Conversations, Annual Values Reviews, Career Pathing and Compensation Reviews as guided by EOS protocol and IGN’s People Care Process
• Foster a culture of collaboration, accountability, and professional growth.
• Implement improvements to service standards, as required.
• Champion succession planning, designation achievement, and training initiatives.
• Complete leadership training and continuing education opportunities, as required.
• Report regularly to the Branch President on client service performance, retention, team development, and compliance outcomes.

Client Retention

• Oversee retention strategies across your assigned service teams.
• Hold Service team members accountable to Renewal Core Process.
• Monitor renewal outcomes, client satisfaction, and departmental performance.
• Support escalated client issues and ensure alignment on service standards.

Process Compliance & Quality Control

• Support implementation of streamlined workflows, enhanced efficiency, and reduced turnaround times.
• Work closely with the E&O team to improve compliance, minimize risk, and reduce errors and omissions.
• Implement KPI-driven reporting and quality control programs to ensure adherence to processes and service expectations.
• Actively participate in companywide projects such as Applied Epic implementation, automation initiatives, and service improvement programs.
• Participate in branch Rocks (quarterly objectives).
• Support change management strategies to ensure service teams adopt new workflows and technologies.

Data Compliance

• Participate in branch scorecard completion
• Track and report monthly on metrics that show team progress in key areas of business including: Renewal Process, Accounts Receivable, Training progress
• Participate in annual planning, budgeting, book analysis, and growth projections for your teams and branch.

Branch Growth & Revenue Support

• Strengthen collaboration between Producers, Account Executives, and Service Teams.
• Ensure consistent communication and accountability between sales and service to improve retention and growth outcomes.
• Support strategic account planning and alignment on client servicing standards.
• Support and champion cross-sell and up-sell initiatives.
• Identify portfolio opportunities and support targeted campaigns to expand coverage.
• Participate in strategic renewal discussions for key accounts when escalation is needed.

Team Support

• Attend and participate in Traction EOS, staff meetings and other company functions
• Demonstrate good leadership qualities including confidentiality, with a positive attitude and ability to motivate others
• Be familiar with and follow company policies and procedures as established (Employee Handbook, policies and procedures, etc.)
• Cascade company Business Plan and VTO
• Cascade company Rocks and Meeting Pulse
• Take all steps to avoid, and report to the COO, any potential Errors & Omissions or bad debt situations
• Other related duties as required

Key Performance Indicators for the Client Service Manager (Branch)

• Improved renewal retention rates >90%
• Book of Business average commission >14.5%
• <7.5% of lost business of prior year TC&F
• Reduction in E&O incidents, complaints, and process errors

Education, Knowledge and Skills

• Licensed Level 2 Insurance Agent
• Completion of CIP or CAIB designation or equivalent desirable
• 5 – 8 years’ experience within an independent commercial insurance brokerage
• 5 – 8 years’ experience as a commercial lines account manager & marketing
• 2 – 4 years’ experience within a team environment in a leadership position
• Excellent communication skills with the ability to present information in a convincing manner
• Excellent decision-making skills
• Strong ability to multi-task and monitor progress to meet deadlines
• Experience with BMS software including Acturis, Epic, Policy Works, Microsoft Office Suite or comparable computer systems
• Experience with the Renewal Process, Accounts Receivable Process
• Experience in career planning and team development desirable

This job operates in a professional office environment. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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