Client Service Manager

Base pay range

$90,000.00/yr - $/yr

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.

• 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.

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 Account Executives and Account Representatives effectively.

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.

• 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.

• 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.

• 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.

• Work closely with Account Executives and Account Representatives 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.
• 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…