National Director – Client Service Operations, Property & Casualty

CBIZ

National Director of Client Service Operations leading client service delivery and operational efficiency at CBIZ. Developing strategies for consistent service standards in the Property Casualty division.

Posted 6/4/2026full-timeKansas City • Kansas, Montana • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Develop and implement a national standardization framework for client service and resource management across the business.
Serve as an active member of the divisional senior leadership team, providing thought leadership and strategic input.
Define short- and long-term goals aligned with divisional objectives for client outcomes and experience.
Assess current best practices and client deliverables to standardize onboarding, renewal stewardship, service communications, and retention recovery plans.
Evaluate market-specific nuances and determine where variances from industry standards are warranted.
Partner with regional client service leaders to design and execute a national service model that improves efficiency and aligns service delivery with client expectations, including roles, workflows, SLAs, and stewardship.
Provide ongoing guidance to regional client service leaders, including escalation management, workload balancing, and development of professional and technical bench strength.
Drive adoption of existing technologies, AI, and offshore resources to improve compliance, data reliability, service delivery, and operating margins.
Establish development benchmarks for client service talent tied to team KPIs and individual role and career progression.
Provide ongoing training to the client service team on competitive practices, industry trends, and regulatory changes.
Partner with senior leadership to evaluate emerging tools and resources, improve client retention and satisfaction, and identify staffing needs and bench strength.
Perform other duties as assigned.

Requirements

What you’ll need

Bachelor's degree in Business, Finance, Management or related field. MBA strongly preferred
At least 7 years of multi-location operations management experience
Must maintain current required licenses and certifications relevant to field of expertise
Advanced communication, sales and presentation skills
Proven track record of meeting sales targets
Strong analytical skills
Advanced interpersonal and leadership skills
Results driven and customer focused

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operations managementclient service managementresource managementdata reliabilitycomplianceservice deliveryKPI developmentonboardingretention recoverymarket analysis

Soft Skills

communicationleadershipanalytical skillsinterpersonal skillsresults drivencustomer focusedstrategic inputthought leadershipworkload balancingtraining

Certifications

Bachelor's degreeMBArequired licensescertifications relevant to field