Vice President, Client Operations - Ohio

NFP Corp.

Location: Cincinnati, Ohio

Job Type: Full time


Who We Are:

We’re a six-time Best Places to Work award winner in Business Insurance for 2017-2022 who has earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine. We are also recognized as an Elite Agency award winner and named as a Top Employee Benefits Firm. We are a leading Insurance Broker and Consultant that provides Employee Benefits, Property & Casualty, and Retirement and Individual Private Client solutions to help our clients reach and realize their goals because we believe business is personal. Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ nationwide offices and 17 international locations. To learn more, please visit:

About the Position:

We're looking for a Vice President of Client Operations to join our team who'll be responsible as a member of the leadership team of NFP offices in Ohio, ultimately participating in shaping the direction of overall operations and culture in order to achieve the growth objectives with the strategic business plan.

From an employee benefits perspective, this position provides multi-functional strategic oversight and guidance to the client service team, including thought leadership, operational improvement, and team integration management. Strategically, this position will provide insight and feedback with respect to improving the efficiency, effectiveness, and consistency of the client service model. The Service Leader position will supervise the account service team functions and will support employees by holding regular employee touchpoint meetings, developing career development tracks, and assuring the day-to day employee needs are met. The VP also oversees and implements regional and local client service systems and protocols, to improve client and employee retention.

This Position will support our main office in Cleveland, OH with oversight of our Cincinnati, OH office.

Essential Duties and Responsibilities:

  • Supervise and direct the daily job activities of the employee benefits service teams in Ohio; work with team members to establish individual and departmental goals, hold employees accountable to same, lead performance review process focusing on role clarity, training and career success.
  • Collaborate with Managing Director and RVP Client Operations to ensure Service teams in Ohio offices are in coordination with NFP regional and national objectives to ensure that processes and procedures are being followed in an efficient and effective manner.
  • Ensure employee development is continually improving, including the effective training and communication of new products, solutions and tools.
  • Review and enhance client service model regularly and in conjunction with regional efforts.
  • Serve as a subject matter expert regarding NFP client service tools and resources and identify new products in the marketplace.
  • Collaborate with Regional VP, Client Operations, Ohio Leadership, AVP of Analytics, and peers in other offices to ensure tools, resources and best practices that are developed for the company are introduced and implemented among state and local service teams.
  • Enhance consistency of client deliverables and communications by leveraging internal colleagues (such as local analytics team and regional taskforces) and external partners for thoughtful execution with a goal to exceed expectations (such as national partners, point solutions and key service resources).
  • Supervise the analytics function of the benefits team, including regular analysis and reporting of client data in collaboration with carrier partners and actuarial team; ensure that staff utilize these tools to provide strategic guidance to clients. Work with AVP of Analytics to improve quality and teamwork.
  • Oversee involvement with Ohio offices in various industry, client, and internal conferences, tradeshows and other business generation events (i.e. SHRM, NAHU, etc.).
  • Provide assistance for ad hoc operational projects related to client stewardship, carrier relations, and other projects, as requested by sales Advisors and NFP leadership.
  • Manage Salesforce and NFP Connect recordkeeping according to NFP protocols; ensure high data integrity among team members to ensure accurate reporting and client work product.
  • Perform other duties as assigned.

Knowledge, Skills and/or Abilities:

  • Understanding of departments, Company and team’s role in the organization.
  • Ability to lead others with influence leveraging emotional intelligence, industry expertise and teamwork.
  • Ability to interact well with internal and external customers, vendors, and government agencies.
  • Strong organizational skills and ability to prioritize tasks.
  • Proficient in advanced features of Microsoft Outlook, Word, Excel, and PowerPoint.
  • Proficiency with Internet software and cloud-based sites and apps, such as Salesforce.
  • Ability to research and retrieve information quickly.
  • Proficiency with office equipment, such as copiers, binding machines, and postage machines.
  • Attention to detail.
  • Strong and diverse communication skills.
  • Maintain strict confidentiality with organizational change, talent management and work performed.
  • Ability to multi-task and adjust to changing priorities in a fast-paced environment; and ability to anticipate and meet deadlines.

Education and/or Experience:

  • 10+ years’ management experience required, benefits brokerage and or human resources preferred.
  • College degree required.

Certificates, Licenses, Registration:

  • Ohio Life and Health Insurance License strongly preferred.

What We Offer:

NFP is proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.

You’ve got this!