Client Services Manager

Job Summary

The Commercial Lines Client Service Manager oversees functions of a Commercial Lines Account Management team. This is a leadership and supervisory position that manages processes, training, and collaboration amongst Commercial Lines service staff as well as operational sales support and client related services. This position may also assume the duties and responsibilities of an Account Manager or Account Executive to service a book of business. The Client Service Manager provides support by knowing all the processes, steps, and tasks performed by their team members so they can coach, train and manage performance.

Duties & Responsibilities

• Manages a team of commercial lines service staff.
• Executes product, service and technical training programs, sets departmental expectations, standards, policies and procedure and periodically audits/reviews standards to provide personnel coaching or feedback management.
• Uses data provided by Practice Leader to:
  • Monitor process performance against targets
  • Identify training gaps and opportunities
  • Measure and monitor KPIs
  • Drive performance discussions during biweekly one on ones
• Works with Practice Leader to identify, develop and execute regional and national initiatives through project management activities and coordination of resources.
• Identifies and addresses waste and problems in the workflows that are major contributors to performance issues in delivering against the process targets (Plan-Do-Check-Act).
• Assesses and adjusts workload amongst the department, professionally communicating with direct reports their assignments. Includes coordinating team schedules and re-appropriating workloads for absences.
• Facilitates one-on-one meetings and rapid problem solving in a way that both engages staff while delivering the expected process performance.
• Conducts team meetings to update members on best practices, continuing expectations, assignments and responsibilities clearly and professionally.
• Champions communication of goals, vision, and procedures developed by the HUB leadership teams.
• Fosters a positive and mutually supportive working environment, to provide the best possible client service and producer support.
• Develops and shares comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership.
• Ensures Best Practices for High Performance Team Meetings (HPT) are followed and effective.
• Stays current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations. Develops and manages team strategy in tandem with assigned producer and/or HUB leadership.
• Interfaces with Producers, Account Management teams, and others on process handoffs and service exceptions.
• Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data.
• Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact their clients. Makes appropriate recommendations to clients in response to those changes; Attends industry related continuing education training and courses.
• Performs other duties and projects as assigned.

Job Specifications

Qualifications

• High School Diploma / GED; College degree strongly preferred
• 4+ years of commercial insurance related experience (brokage preferred) or equivalent combination of education & experience
• 2+ years supervisory experience preferred
• Property & Casualty License

Knowledge / Skills / Abilities

• Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
• Ability to effectively and professionally communicate orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Desire to learn and grow within the insurance industry.
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Ability to develop and maintain strong client relationships; work