The Vice President, Client Services is responsible for establishing the strategic direction and operational execution of Client Services. This role leads the development and delivery of service initiatives designed to enhance the end-to-end client experience for AmTrust’s TPA, MGA, and broker partners across the full lifecycle of the relationship.

This role oversees client experience and service-related activities including policy issuance and changes, terminations, regulatory coordination and reporting, licensing and appointments, adherence to contractual service requirements, frontline issue resolution for agencies and insureds, and assisting Business Development and Account Management teams throughout the customer lifecycle.

The VP will lead and develop a high-performing team focused on driving client loyalty, improving operational efficiency, and accelerating speed to market while upholding AmTrust’s mission, vision, values, and organizational standards.

This position is hybrid out of any AmTrust office. 4 days in the office, 1 day work from home.

· Establish and execute the strategic vision and operational business plan for Client Services.

· Lead, develop, and continuously enhance the Client Services organization to support AmTrust’s insurance and warranty business.

· Leverage technology and automation to improve service efficiency.

· Drive operational excellence and client loyalty across all service touchpoints.

· Design, implement, and continuously optimize the end-to-end client journey to ensure a seamless and exceptional experience.

· Support MGAs and TPAs across all lines of business by addressing operational, regulatory, licensing, and compliance needs.

· Act as the client advocate within the organization, ensuring the client's voice is heard and considered in decision-making processes.

· Collaborate with cross-functional teams, including Project Management, Claims, Marketing, Sales, Underwriting, Account Management, Finance, Compliance, Profit Participation, IT and Data Analytics, to align client service strategies with overall business objectives.

· Support sales and account management efforts to drive new business, retention, and expand client relationships.

· Direct/provide enhancements to business processes, policies, and infrastructure to improve operational efficiency.

· Implement, monitor, and refine the Client Services business plan, including oversight of major initiatives, implementations, and business transitions impacting service operations.

· Collaborate with senior leadership to identify growth opportunities and optimize client engagement to support long-term revenue growth.

· Develop, implement, and maintain policies and procedures to support business needs.

· Foster a culture of customer-centricity, innovation, accountability, and continuous improvement within the department and throughout the organization.

· Keeps current with market trends and demands.

· Recruit, coach, and develop talent to ensure a skilled, engaged, and high-performing team.

· Performs other functionally related duties as assigned.

Required:

· Minimum of 10 years relevant insurance industry experience, including 5+ years in a management role.

· Experience leveraging automation to improve operations, optimize processes, and enhance customer experience.

· Proven ability to collaborate effectively across multiple departments to drive initiatives and deliver results.

· Strong leadership skills and the ability to set strategy, inspire teams, drive a customer-focused culture, and foster collaboration.

· Demonstrated results in developing strategic plans and executing key initiatives.

· Ability to clearly and concisely communicate vision, strategy, and complex concepts to both technical and non-technical stakeholders

· Excellent communication, analytical, and problem-solving skills.

· Property & Casualty and Surplus Lines licenses strongly preferred

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.