Client Retention Strategy Manager – Regional

Marsh McLennan

. Own the regional escalation intake-to-resolution process, including tiering, response SLAs, root-cause diagnosis, corrective action plans, and client communication in partnership with the client executive .

Posted 10/28/2026full-timeUnited StatesSeniorLead💰 $92,500 - $197,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex client escalations and service delivery within the insurance brokerage and risk services sectors. Possesses strong analytical skills to interpret operational data and drive continuous improvement initiatives.

Highest-signal resume keywords

Client Escalation ManagementInsurance Brokerage Service LifecycleAnalytical CapabilityInfluence Without AuthorityExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root-Cause DiagnosisCorrective Action PlansRisk RatingOperational Data InterpretationService Delivery StandardsStabilization PlansEarly-Warning TriggersSystem ConfigurationContinuous ImprovementClient Communication

Soft Skills

Client EmpathyNegotiationDecisiveness Under PressurePattern RecognitionSystems Thinking

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Insurance BrokerageRisk Services OperationsClient Service DeliveryClaims AdvocacyPolicy IssuanceRenewal ServicingOnboardingPlacement SupportInvoicingEndorsements

About the role

Key responsibilities & impact

Own the regional escalation intake-to-resolution process, including tiering, response SLAs, root-cause diagnosis, corrective action plans, and client communication in partnership with the client executive
Maintain and manage the regional at-risk register, including risk rating, drivers, revenue exposure, renewal timing, and stabilization status
Lead stabilization plans with clear exit criteria
Lead cross-functional resolution teams across BCS value streams and operations leaders, influencing without direct authority
Escalate to the CCRO with recommendations when required
Monitor solution sustainment through 30/60/90-day checkpoints
Re-open issues when indicators regress
Convert durable fixes into standard practices, including procedures, job aids, training, and system configuration
Build and calibrate early-warning triggers and thresholds using operational, relationship, structural, and commercial signals
Run a standing regional risk review cadence
Set, socialize, and hold teams accountable to service delivery standards
Provide executive-ready reporting to the CCRO on themes, systemic gaps, and remediation progress
Partner with technology and process owners to scale fixes

Requirements

What you’ll need

Bachelor’s degree or equivalent professional experience
7+ years in insurance brokerage, carrier, or risk services operations with exposure to client and/or operations service delivery
Demonstrated ownership of complex client escalations through resolution, including senior stakeholder communication
Working knowledge of the brokerage service lifecycle, including onboarding, placement support, policy issuance/checking, endorsements, certificates, invoicing, claims advocacy, and renewal servicing
Strong analytical capability to interpret operational data, identify trends and root causes, and build a defensible case for change
Proven ability to influence and deliver results across functions without direct reporting authority
Root-cause orientation and a continuous improvement mindset
Client empathy with commercial judgment and decisiveness under pressure
Pattern recognition and systems thinking
Influence, negotiation, and disciplined follow-through
Clear executive communication, written and verbal

Benefits

Comp & perks

Hybrid work with flexibility to work remotely and collaborate in the office
Professional development benefits
Health and welfare benefits
Tuition assistance
401K savings
Other retirement programs
Employee assistance programs
Performance-based incentives may be available