Vice President – Client Services & Operations

About the role

We are looking for a highly organized, process‑driven Vice President – Client Services & Operations to lead our brokerage operations. The role combines a strong understanding of Property & Casualty insurance brokerage with a passion for problem‑solving and people development.

Key responsibilities

• Own the end‑to‑end customer experience and set team KPIs such as response times, quote turnaround, policy issuance speed and renewal retention.
• Run daily/weekly huddles and pipeline reviews to align client‑service agents (CXAs) with sales activity.
• Manage omnichannel queue, ticket routing, SLA monitoring and escalation paths.
• Maintain and improve CRM functionality and broker software, including workflow documentation and automation opportunities.
• Collaborate with finance, underwriting, actuaries and other stakeholders on product design, collections, retention and forecasting.
• Produce monthly performance scorecards covering CXA metrics, sales metrics, transaction volume and renewal retention.
• Recruit, develop and mentor team members, providing coaching to foster collaboration and innovation.

Required profile

• Bachelor’s degree in Business Administration, Insurance, Finance or a related field.
• Proven leadership experience in an insurance brokerage environment.
• Strong understanding of general insurance products and underwriting principles.

Required skills

• CRM systems
• Brokerage software platforms