Director of Client Services

Director of Client Services

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locations

Dallas, TX

time type

Full time

posted on

Posted 23 Days Ago

job requisition id

JR4351

Director of Client Services

About Integrity

At Integrity, our mission is simple yet powerful: helping people protect their health and wealth so they can experience the good days ahead with confidence. As one of the nation's leading independent distributors of life, health, and wealth products, Integrity combines entrepreneurial spirit, cutting-edge technology, and unmatched distribution strength to serve millions of Americans and thousands of financial professionals nationwide.

Backed by a growing ecosystem of industry-leading businesses, Integrity is transforming the insurance and financial services landscape through innovation, partnership, and purpose.

About PHP

PHP Agency, a proud member of the Integrity family, is one of the fastest-growing life insurance field marketing organizations in the country. Founded in 2009, PHP partners with premier insurance and annuity carriers to provide a broad portfolio of products designed to help families build financial security.

Through a nationwide network of thousands of licensed agents and field leaders, PHP is committed to developing entrepreneurs, expanding financial literacy, and creating pathways to opportunity for individuals and communities across America.

Headquartered in the iconic Fountain Place building in downtown Dallas, PHP offers the energy of a rapidly growing organization paired with the stability, resources, and innovation of Integrity.

Why Join PHP?

This is more than a leadership role. It is an opportunity to play a pivotal role in one of the insurance industry's most dynamic and rapidly growing distribution organizations.

As Director of Client Services, you will serve as a strategic partner to field leaders, carrier partners, and executive leadership while helping shape the experience of thousands of agents nationwide. You will influence operational excellence, organizational effectiveness, field engagement, and service delivery while serving as a trusted resource during critical business initiatives and complex field matters.

This role is ideal for a relationship-focused leader who thrives in fast-paced environments, enjoys solving challenging business problems, and is passionate about delivering an exceptional field and client experience.

What We Offer

At Integrity and PHP, we invest in our people because they are the foundation of our success.

Benefits & Perks

• Competitive compensation package
• Medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) with company match
• Generous paid time off and company-recognized holidays
• Life and disability insurance
• Employee Assistance Program (EAP)
• Professional development and leadership growth opportunities
• Access to industry-leading technology and innovation resources
• Collaborative, purpose-driven culture
• Opportunity to work alongside influential leaders within the insurance and financial services industry
• Modern headquarters located in downtown Dallas at Fountain Place

The Opportunity

The Director of Client Services serves as a key leader responsible for strengthening alignment between PHP's field distribution network, home office operations, carrier partners, and strategic stakeholders.

This individual acts as a trusted advisor, relationship steward, and operational leader focused on enhancing the field experience, strengthening organizational relationships, resolving complex business challenges, and supporting company growth. Working closely with Executive Leadership, Compliance, Legal, Operations, Technology, Licensing, Contracting, and Carrier Partners, the Director of Client Services helps drive operational excellence, organizational alignment, and a culture of trust, accountability, and service.

What Success Looks Like

In this role, you will:

• Build trusted relationships with field leaders, agents, carrier partners, and internal stakeholders.
• Champion an exceptional field and client experience.
• Lead through influence during complex organizational and business challenges.
• Strengthen alignment between the field and home office.
• Drive continuous improvement initiatives that enhance efficiency and scalability.
• Support strategic growth initiatives and partnership development.
• Serve as a steward of PHP's culture, values, and reputation.
• Foster collaboration, accountability, professionalism, and operational excellence across the organization.

Key Responsibilities

• Field Leadership Relations & Organizational Effectiveness

• Serve as a primary liaison between the field and home office.

• Develop and maintain strong relationships with field leaders and key stakeholders across the organization.

• Navigate complex organizational structures and leadership dynamics, including uplines, downlines, partnerships, co-leadership arrangements, and organizational transitions.

• Provide guidance regarding organizational alignment, leadership relationships, and field structures.

• Support the resolution of escalated field matters while maintaining professionalism, objectivity, and discretion.

• Conflict Resolution & Agent Conduct

• Lead mediation efforts involving field disputes, organizational conflicts, and sensitive relationship matters.

• Serve as a trusted and impartial resource for conflict management and resolution.

• Participate as a member of the Agent Conduct Committee.

• Partner with Compliance and Legal to investigate and resolve agent and client concerns.

• Support fact-finding efforts, documentation reviews, interviews, and recommendations regarding conduct matters.

• Promote consistent application of company standards, policies, and ethical expectations.

• Carrier Relations & Placement Support

• Build and strengthen relationships with carrier partners.

• Collaborate with internal teams and carrier representatives to improve placement outcomes, service levels, and business retention.

• Assist in resolving escalated underwriting, placement, and service issues.

• Support carrier growth initiatives and strategic partnership opportunities.

• Operational Excellence & Technology Initiatives

• Partner with Operations, Technology, Licensing, Contracting, and Compliance teams to improve service delivery and efficiency.

• Support initiatives that enhance agent experience, scalability, and operational effectiveness.

• Gather field insights to help improve systems, workflows, and communication channels.

• Identify opportunities for continuous improvement across service functions.

• Facilities & Workplace Operations

• Oversee home office facilities and workplace operations.

• Manage vendor relationships, facility improvements, maintenance, and workplace initiatives.

• Ensure the office environment reflects PHP's culture, professionalism, and service standards.

• Support employee experience and workplace engagement initiatives.

• Leadership & Culture Stewardship

• Champion PHP's mission, values, and culture.

• Build credibility and trust across the field organization and home office.

• Provide organizational insight and historical perspective to support decision-making.

• Promote collaboration, accountability, communication, and alignment throughout the organization.

Qualifications

• 5+ years of leadership experience within insurance distribution, financial services, agency operations, field support, client services, or related industries.

• Experience supporting field sales organizations, independent agents, brokers, advisors, or contractor-based sales teams.

• Strong relationship management, conflict resolution, and stakeholder engagement skills.

• Experience managing sensitive conversations, investigations, and issue resolution.

• Demonstrated ability to influence and build trust across all levels of an organization.

• Exceptional verbal and written communication skills.

• Ability to travel domestically and engage directly with field leaders and agents.

• Experience utilizing reporting tools, dashboards, and business intelligence to drive decisions.

• Preferred Qualifications

• Experience within life insurance, annuities, financial distribution, IMO, FMO, MGA, or brokerage organizations.

• Background in field relations, agent success, distribution support, client services, or field engagement functions.

• Experience leading operational, service, or placement teams.

• Experience partnering with Compliance and Legal on investigations and issue resolution.

• Strong analytical and reporting capabilities, including familiarity with Power BI or similar business intelligence platforms.

• Experience leading process improvement, operational transformation, or technology adoption initiatives.

• Key Success Traits

• Relationship Builder

• Trusted Advisor

• Strategic Thinker

• Influential Communicator

• Collaborative Leader

• Customer and