PCS Regional Client Service Leader

Regional Client Service Leader (RCSL)

Department:  Private Client Services

Supervises: Local PCS Client Service Leaders

Reports to: PCS Regional Leader

Scope: Private Client Business (All Lines, All Segments)

The primary role of the Regional Client Service Leader (RCSL) is to implement organizational strategies, modernize existing procedures, champion the consistent and innovative use of technology, and deliver a best-in-class client experience so exceptional client retention results are achieved. The RCSL is accountable for working with their counterparts in other regions to drive operational initiatives resulting in a corporately consistent, efficient, and scalable model positioned to support growth and retention The RCSL will work with the service associates of the new acquisitions (as well as the M&A Integration Team) to ensure that their integration process is well planned, communicated and executed.

The RCSL is part of the Private Client Services Regional Leadership Team and will work closely with the PCS RL (and other National PCS resources) to develop operational initiatives. This leader will communicate the vision and plan of the Client Service organization with their RL, PCS team and other Product and Industry Leaders.

The RCSL ensures the efficient delivery of services to PCS clients, compliance with industry regulations, and optimization of established processes. The RCSL leadership and operational oversight is vital for maintaining and growing the private client business.

In this role, key responsibilities include:

• Regional & National Collaboration:       
  • Work with counterparts from other regions to create a national Client Service community
  • Establish national processes and procedures to be implemented consistently in each region
  • Participate as active member of the PCS Regional Leadership Team
• Team Leadership:
  • Leads, manages, and mentors a team of people leaders responsible for client service professionals
  • Set corporate level performance goals to be assigned by the direct leader of the service professionals
  • Drive a culture of accountability and collaboration, where great performance is recognized
  • Work with RL and PCS RL to integrate the PCS service teams and business of acquired firms
• HR Collaboration:
  • Responsible for understanding workforce needs, current workload and expense management in hiring
  • Work with HR to recruit, retain and develop top talent
  • Establish a reliable talent acquisition pipeline that will strengthen our client service team over time
• Financial and Accounting Responsibilities:
  • Manage budgets for the PCS service team and monitor financial performance in conjunction with Regional PCS Leader
  • Identify & implement cost-effective strategies to enhance profitability
  • Work with Accounting and Billing to establish discipline around client invoicing and aged receivables
  • Generate and analyze reports to track departmental performance and KPI’s
• Client Service and Experience:
  • Establish escalation process within Service to address client service needs
  • Drive a best-in-class and consistent client experience by working closely with Risk Strategies’ national Private Client Practice Leadership (PCS RL’s, Team Leaders) and front-line service teams

• Operational Efficiency:
  • Streamline departmental processes to enhance operational efficiency and productivity
  • Establishes and promotes consistent workflows, use of automation, & business processes
  • Defines and manages the role of key vendors that are critical for supporting staff & servicing clients
  • Drive advanced and efficient use of systems and technology
• Compliance and Regulatory Oversight:
  • Ensure that Private Client operates in compliance with industry regulations and company standards
  • Stay updated on changes in regulations and implement necessary adjustments
• Quality Assurance:
  • Establish quality control measures to ensure the accuracy and completeness of process & deliverables
  • Work with the PCS Team Leaders to ensure they are conducting scheduled QC audits
• Carrier & Wholesaler Relationships
  • Align RSC with our partner carriers and intermediaries so that renewals are placed with ideal markets
  • Help the region manage our “Fewer and Stronger” strategy which includes utilization of Panels

Qualified candidates will possess:

• 10+ Years of experience in a Property & Casualty brokerage environment
• Deep technical knowledge of Pr