Director, Client Services

ADP Is hiring a Director of Health & Benefits Support Operations to sit in Florham Park, NJ.  The Director of Health & Benefits Support Operations is responsible for leading a multi-team service organization that supports H&B producers, Relationship Managers, clients, and carrier partners throughout the sales and client lifecycle.

This leader directly oversees two support teams comprising a total of 12 licensed H&B associates. The first team supports more than 20 H&B producers with quoting, proposal development, client documentation, and carrier and internal submissions. The second team supports more than 60 H&B Relationship Managers with inbound service, renewals, enrollments, terminations, benefits administration technology, ancillary renewals, client retention, and lead-generation activities.

The Director also has a dotted-line relationship with a 13-associate team in India that performs back-office work that does not require an H&B license. This leader is accountable for building an effective partnership with the India team, establishing clear workflows and service expectations, and ensuring that work is completed accurately, efficiently, and in compliance with licensing and data-handling requirements.

The successful candidate will combine strong people leadership, H&B operational expertise, process discipline, client focus, and cross-functional influence. This individual will create a consistent, scalable operating model that improves producer and Relationship Manager productivity, strengthens the client experience, reduces operational risk, and identifies opportunities for retention and growth.

Key Responsibilities

Leadership and Organizational Management

• Lead, coach, and develop two domestic support teams comprising 12 licensed H&B associates.
• Establish clear roles, performance expectations, service standards, and accountability across both teams.
• Build a high-performing culture centered on client service, ownership, collaboration, quality, responsiveness, and continuous improvement.
• Conduct regular one-on-one meetings, team meetings, performance reviews, development planning, and talent assessments.
• Evaluate staffing levels, workloads, team structure, and skill coverage to ensure resources are aligned with business demand.
• Identify and develop future leaders while creating meaningful career paths for support associates.
• Promote collaboration across the producer support, Relationship Manager support, and India-based teams.
• Ensure appropriate backup coverage, cross-training, succession planning, and business continuity.

Producer Support Operations; Provide leadership and operational oversight for the team supporting more than 20 H&B producers. Responsibilities of the team include:

• Coordinating and preparing carrier quote requests.
• Reviewing quotes for completeness and accuracy.
• Developing clear and accurate quote comparisons.
• Gathering client signatures on carrier and agency documents.
• Preparing and submitting documentation to carriers.
• Completing required internal submissions and workflow steps.
• Tracking outstanding information, signatures, submissions, and carrier responses.
• Escalating potential delays, missing information, or quality concerns.
• Supporting producers in moving opportunities through the sales process efficiently.
• Maintaining organized and auditable records in applicable systems.

• The Director will ensure that producer support activities are delivered accurately, consistently, and within established turnaround times.

Relationship Manager and Client Support Operations: Provide leadership and operational oversight for the team supporting more than 60 H&B Relationship Managers. Responsibilities of the team include:

• Managing inbound calls and service requests.
• Supporting client renewals from initiation through completion.
• Assisting with employee enrollments and terminations.
• Supporting clients that use benefits administration technology.
• Coordinating required documentation and information with clients, carriers, and internal partners.
• Renewing ancillary-only client accounts.
• Supporting carrier audits and related documentation requests.
• Monitoring and assisting clients at risk of cancellation because of nonpayment.
• Escalating service, billing, eligibility, enrollment, technology, or carrier issues when appropriate.
• Maintaining complete and accurate activity records.
• Providing timely updates to Relationship Managers and other stakeholders.

• The Director will establish processes that improve response times, reduce handoffs, increase first-contact resolution, and deliver a consistent client and Relationship Manager experience.

Ancillary Renewal and Growth Support

• Oversee the renewal of ancillary-only client accounts, including products such as dental, vision, life, and disability coverage.
• Ensure renewals are completed accurately, proactively, and within established timelines.
• Create a structured process for identifying ancillary-only clients with the potential to move their primary medical coverage to the agency.
• Equip associates to recognize, document, and communicate qualified leads.
• Partner with producers and Relationship Managers to ensure identified medical opportunities receive prompt follow-up.
• Track leads, referrals, conversion activity, and related revenue opportunities.
• Balance growth objectives with the need to provide a consultative, client-centered service experience.

Client Retention and Risk Management

• Develop and oversee processes for identifying clients at risk of cancellation due to nonpayment.
• Ensure timely outreach, documentation, escalation, and coordination with clients, carriers, producers, and Relationship Managers.
• Monitor cancellation risks, identify recurring causes, and recommend preventive actions.
• Establish clear ownership and escalation procedures for urgent or high-risk client situations.
• Analyze service patterns, complaints, renewal issues, and operational breakdowns that could affect retention.
• Partner with business leaders to develop recovery plans for clients experiencing significant service concerns.
• Ensure carrier audits and related requests are handled accurately and within required timeframes.

India Team Partnership and Back-Office Operations

• Serve as the primary operational partner for the 13-associate team in India that performs back-office work not requiring an H&B license.

• Establish clear responsibilities, workflows, handoffs, service-level expectations, and escalation procedures.
• Ensure work assigned to the India team remains within approved licensing, compliance, privacy, and data-security boundaries.
• Create standardized work instructions, process documentation, quality controls, and training materials.
• Conduct regular operating reviews with India team leadership.
• Monitor volume, turnaround time, accuracy, rework, backlog, and capacity.
• Resolve workflow gaps and clarify ownership when work moves between domestic and India-based teams.
• Coordinate training and knowledge transfer when processes are added or changed.
• Promote a one-team operating model with shared accountability for service quality and business outcomes.
• Assess opportunities to transition additional eligible back-office work to the India team without compromising quality, compliance, or the client experience.
• Maintain appropriate domestic oversight of licensed activities, client-facing decisions, and work requiring H&B expertise.

Operational Excellence and Process Improvement

• Develop and maintain standardized procedures across all three teams.
• Map end-to-end workflows and eliminate unnecessary handoffs, delays, duplicate work, and unclear ownership.
• Define intake, prioritization, assignment, tracking, and escalation processes.
• Use operational data to identify capacity constraints, quality issues, training needs, and improvement opportunities.
• Partner with technology, operations, compliance, sales, and service leaders to improve systems and workflows.
• Support automation and workflow enhancements that increase efficiency while maintaining quality and control.
• Ensure process changes are documented, communicated, trained, and measured.
• Establish quality assurance practices, including file reviews, submission audits, call reviews, and error trend analysis.
• Develop corrective-action plans when performance falls below expectations.

Performance Management and Reporting

• Develop and maintain a performance framework that may include:

• Work volumes and backlog.
• Turnaround times.
• Service-level attainment.
• Quote and submission accuracy.
• Renewal completion rates.
• Enrollment and termination processing accuracy.
• First-contact resolution.
• Client and internal stakeholder satisfaction.
• Carrier audit performance.
• Nonpayment cancellation prevention.
• Ancillary renewal retention.
• Medical lead generation and conversion.
• Rework and error rates.
• Productivity and capacity by team.
• India team quality and service-level performance.
• Employee engagement, development, and retention.
• Provide regular reporting to H&B leadership, highlighting results, risks, trends, resource needs, and recommended actions.

Compliance and Quality

• Ensure all licensed work is performed by appropriately licensed associates.
• Maintain clear boundaries between work requiring an H&B license and work eligible for completion by non-licensed associates.
• Ensure adherence to agency procedures, carrier requirements, regulatory standards, privacy obligations, and internal controls.
• Maintain accurate, complete, and auditable records.
• Partner with compliance and legal resources when licensing, privacy, or regulatory questions arise.
• Ensure associates receive required training and understand their responsibilities.
• Promptly address quality concerns, control gaps, client-impacting errors, and potential compliance issues.

Leadership Competencies

• People leadership: Builds strong teams, develops talent, and creates clear accountability.
• Operational leadership: Translates business objectives into scalable workflows, standards, and measurable results.
• Client focus: Understands how operational decisions affect clients and internal partners.
• Cross-functional influence: Builds productive relationships across sales, service, operations, carriers, technology, and offshore teams.
• Strategic thinking: Anticipates future capacity, talent, technology, and process needs.
• Execution: Moves work forward, removes obstacles, and follows through on commitments.
• Change leadership: Leads teams effectively through new processes, systems, structures, and expectations.
• Analytical thinking: Uses data to identify root causes, evaluate performance, and prioritize improvements.
• Communication: Communicates expectations, decisions, risks, and results clearly at all organizational levels.
• Judgment: Balances service, growth, compliance, quality, cost, and employee capacity.

Required Qualifications

• 7+ years in Health & Benefits, employee benefits, insurance brokerage, carrier operations, or a closely related field.
• 10+ years in leadership
• Demonstrated experience leading service, sales support, client support, or insurance operations teams.
• Strong understanding of H&B quoting, renewals, enrollments, terminations, carrier submissions, agency documentation, and client service workflows.
• Experience working with medical and ancillary benefit products.
• Knowledge of licensing requirements and the appropriate division of work between licensed and non-licensed associates.
• Demonstrated ability to lead through influence and manage partnerships across locations, functions, and reporting structures.
• Strong process-management, problem-solving, and organizational skills.
• Experience establishing service levels, performance measures, quality controls, and operational reporting.
• Strong written and verbal communication skills.
• Ability to manage competing priorities in a deadline-driven environment.
• Proficiency with Microsoft Office applications and relevant agency, customer relationship management, workflow, and benefits administration systems.
• Active H&B or applicable insurance license, or the ability to obtain and maintain the required license within the organization’s established timeframe.

Preferred Qualifications 

• 7 + years experience leading teams in an insurance agency or brokerage environment. 

• Experience supporting both producer sales activities and post-sale client service. 

• Experience with benefits administration technology and related eligibility workflows. 

• Experience managing or partnering with offshore or global business services teams. 

• Experience with process improvement, workflow automation, quality assurance, and change management. 

• Experience developing lead-generation processes within a service organization. 

• Bachelor’s degree in business, insurance, management, operations, or a related discipline. 

Measures of Success 

Success in this role will be demonstrated by: 

• High-quality, timely support for more than 20 H&B producers and more than 60 Relationship Managers. 

• Improved turnaround times and consistent achievement of service-level commitments. 

• Increased quote, comparison, submission, enrollment, termination, and renewal accuracy. 

• Strong retention of ancillary-only clients. 

• Increased identification and conversion of medical opportunities within the ancillary-only client base. 

• Reduced preventable cancellations resulting from nonpayment. 

• Timely and accurate completion of carrier audits. 

• Clear ownership and effective handoffs among the two domestic teams and the India-based team. 

• Increased use of the India team for eligible work without compromising quality, compliance, or client service. 

• Reduced rework, backlog, and operational friction. 

• Strong employee engagement, development, productivity, and retention. 

• Positive feedback from producers, Relationship Managers, clients, carriers, and internal business partners. 

• A well-documented, scalable operating model capable of supporting future growth.