Client Services Director

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.