Regional VP of Client Experience, Employee Health & Benefits
Department: Employee Health & Benefits
We are seeking a talented individual to join our Employee Health & Benefits team at Marsh McLennan Agency. This role will be based in Southwest region, with some flexibility of being located at one of our major locations which include, Dallas, Houston, Austin, or Fort Worth.
The Employee Health & Benefits (EH&B) Regional VP of Client Experience is responsible for leading the regional client experience for the EH&B services team of a growing, dynamic agency. This role assists in the production of new business and supports the operation of the business and its sales and retention goals. This role's responsibilities will span across the offices of the MMA Southwest Region.
We will count on you for:
Practice leadership & strategy
- Provide strategic direction for the EH&B client services function, making recommendations to the regional leadership team.
- Lead the EH&B client services management team.
- Participate in national MMA workstreams and strategic initiatives.
- Work closely with the Regional VP of Operations, EH&B and other senior leaders to create and execute regional strategy.
People leadership & team development
- Accomplishes results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
- Oversee recruiting, selection, onboarding and training employees; develop career growth and personal development opportunities for the team.
- Regularly review EH&B role descriptions and responsibilities to ensure clarity and alignment with business needs.
Operational excellence & project delivery
Leads and/or participate in regional projects and initiatives as directed by COO and/or Regional Benefits Practice Leader
Routinely review client services unit's workflow and processes for the Region.
Evaluates service needs and structure to ensure clients' expectations are being met.
Oversee project development and cross‑functional workgroups to design and implement change.
Ensure prompt resolution of all client service and plan administration issues and questions.
Capacity, resourcing & workforce planning
- Regular review of Region's EH&B Practice's client capacity. Monitors workflow of service team and restructure and/or realign or adds to staff as necessary
- Assist with re-balance Account Manager books among offices/teams
- Shift resources within offices/teams
- Provide new hire justifications as needed
Client success, retention & new business support
- Support new business and account retention goals by assisting with new account development and retention, participating in development and review of Client Retention Stewardship reports, and by establishing and maintaining superior service standards.
Reporting, metrics & continuous improvement
- Provides management reporting on KPIs by team and the overall department for the Region.
- Improve communications and workflows with regional specialty units (i.e. Ben Admin, iCAF, Wellness, Eligibility Assist, Service Center, SHS).
What you need to have:
- College degree or equivalent work experience.
- Minimum 10 years' experience with employee benefits insurance products (small, mid, and large group clients).
- At least 5 years of management or supervisory experience leading client services or account teams.
- Demonstrated experience managing workflows, staffing models and capacity across multiple offices or teams.
- Strong track record of coaching, performance management, hiring and building team capability.
- Excellent verbal and written communication skills; comfortable presenting KPIs and operational updates to senior leadership.
- Proficiency with common office technologies (MS Office and web tools) and a strong aptitude for process/automation improvements.
- Ability and willingness to travel regionally as required.
- Active Texas Life, Accident & Health License; professional designations a plus.
What makes you stand out:
- Proven success improving client experience metrics and driving measurable retention and satisfaction gains.
- History of leading operational change-designing and implementing process improvements, cross‑functional workflows and project workgroups.
- Experience balancing resources across geographies (rebalancing books, shifting staff, and justifying new hires) to optimize capacity and service levels.
- Strong partner to sales-able to support new business onboarding and contribute to account retention strategies and stewardship reporting.
- Comfortable influencing at the regional and national level.
- Ability to build credible relationships with specialty units and carriers to simplify service delivery and accelerate issue resolution.
- A data‑driven mindset.
Why join our team:
- Lead the regional client experience for a growing, dynamic EH&B practice with real influence on strategy and operations.
- High visibility role partnering closely with the COO and Regional EH&B leadership.
- Opportunity to shape processes and tools across multiple offices and to lead meaningful change that improves outcomes for clients and teams.
- Collaborative, cross functional environment where you'll work with specialty units, operations and sales to deliver a best in class client experience.
- Support for professional growth, plus the chance to participate in regional and national initiatives that expand your influence and network.
- Competitive compensation and comprehensive benefits.
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.