Manager Commercial Lines - Agency

Summary

The Manager, Commercial Lines oversees JM Insurance Agency Partners’ client service and support, while maintaining a book of business.  Through mentoring, coaching, and developing strong relationships with agency stakeholders, the General Agency service and support teams will be effective in driving business results and delivering a superior customer experience.

The Manager, Commercial Lines plays a key role in finding, mentoring, evaluating, and optimizing staff to realize the General Agency mission and vision. The General Agency vision is to move from policy administration and reactive customer support to personalized, proactive customer relationships. 

WHY JM:

We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy!  We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve. 

With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Service and Support Team Leadership

• Leads staff to grow lines of business per client, to increase client satisfaction, and to retain accounts
• Designs performance goals and Key Performance Indicators (KPIs) that focus on client retention, satisfaction, and account growth, and mentors and assists teams in reaching those objectives
• Directs staff training of products, customer service, soft skills, presentations, retention skills and time management
• In conjunction with leadership team, creates and enforces office policies, standards, and procedures to help the agency run smoothly and profitably
• Reviews customer accounts and assists in problem resolution as needed
• Maintains strong relationship with carrier service centers (e.g., JM Service Center) to ensure successful book management, as measured by client retention and satisfaction
• Mentors junior-level agency leaders and agency staff aspiring to promote into agency leadership on team development, goal setting, performance and expectation management, and planning

Client Renewals and Engagement

• Conducts coverage gap analyses to advise client of potential exposures and solutions resulting in added lines of business as needed
• Solves problems fast - provide excellent service to policyholders and become a resource for them for any policy questions and requests
• Explores other business operations client may have to become their holistic insurance agent of choice to manage their portfolio
• Builds strong relationships with underwriters to positively negotiate and create custom tailored solutions to make the policy fit the client, not the client fit the policy
• Manages the completion of policy renewals, endorsements, and cancellations to ensure policies and limits of coverage in force are adequate, recommending changes as appropriate
• Maximizes opportunities to educate clients about loss prevention and security strategies, product features and carrier underwriting recommendations
• Strengthen customer relationships and grow revenue by cross selling the entire portfolio of Jewelers Mutual Group programs and services

Customer-Centered Process Design

• Develops and oversees Voice of the Customer (VOC) and Net Promoter Score (NPS) feedback processes to understand what agency clients need before they do, to develop service and processes that deliver on those needs, and to mentor team on exceeding those expectations
• Seek, develop, and coordinate process improvement opportunities, including automated client communication
• In conjunction with agency leadership and support teams, create an audit process to ensure that all agency staff delivers on our vision

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership Responsibilities

Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Bachelor’s degree from a four-year co