Sr. Manager, Account Management

Combined Insurance, a Chubb Company, is seeking a Sr. Manager of Account Management to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

Job Summary 

The Sr. Manager of Account Management is responsible for leading a team of Account Managers and helping develop and manage large medium and small group clients. The Sr Manager will be responsible for building strong relationships with key sales partners, clients and brokers.  As the leader of the team, you will be responsible for timely and successful resolution of any escalations pertaining to client issues and improving the overall client experience. The Sr. Manager will be responsible for building out the Account Management Team strategy for Combined US Agency Channel including the development of standardized processes, effective use of tools/templates and help drive process improvements that will result in better customer satisfaction. This position will report to: Director of Implementation & Account Management. 

Responsibilities 

• Build trust-based working relationships with brokers, agents, client counterparts and home office staff.
• Help the team provide on-going support to clients to ensure all questions on any element of a case are handled timely and professionally. This includes working knowledge of policy information, claims, premium, billing options, etc.
• Deliver exceptional and timely customer service when addressing questions and issues.
• Manage and steward escalation toward resolution in a timely and efficient manner.
• Conduct regular team meetings, 1:1 conversations, and participate/speak at all other calls/meetings as needed.
• Conduct block reviews with the team to regularly assess the health of their block which will help improve client persistency.
• Establish a client stewardship process for large customers.
• Attend zonal sales meetings when necessary to build relationships with sales partners.
• Engage team via coaching and mentoring to maintain culture of continuous improvement.
• Ensure process maps and documentation are kept up to date for the team.
• Create any needed documentation when gaps are identified, or new processes are created.
• Assist leadership with any reporting, projects and process improvement planning

Competencies

• Business Acumen:  The ability to apply technical expertise, special knowledge, maturity, and judgment to business issues and, as a result, improve Combined and/or team performance. Demonstrates technical, business and market knowledge and leverages it to Combined’s advantage.  Is analytical, data-driven, and fact-based in decision-making. Remains an active student of the Combined Insurance business.  Maintains both a “big picture” perspective and a detailed operational understanding of one’s own area of responsibility.
• Influence: Understands how the company works, manages the matrix, and collaborates with and influences others to get things done, even without formal authority.  Communicates effectively and passionately about our business.  Can persuade, convince, and influence people on important issues.  Anticipates and prepares for how others will react and can overcome resistance. Deepens relationships at all levels – within Combined and outside.
• Inclusive Team Leadership:  Effectively manages the performance of all team members, motivating and inspiring others toward achieving specific goals. Can adapt leadership style to individual differences and preferences; allows for divergent views and manages constructive conflict. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Combined”.  Defines clear roles and responsibilities while holding others to high performance standards.  Has an inclusive mindset; creates and maintains an inclusive environment of teamwork and collaboration that is motivating for others.  Takes a genuine interest in employees, providing them with feedback and opportunities to support their professional development. Actively seeks to build a diverse team and leverages different capabilities.
• Execution: Effectively and efficiently uses personal initiative, managerial authority, and organizational resources to deliver on commitments.  Continuously reviews operating plans and measures results.   Creates a clear line of sight between individual actions and the broader business goals.  Pushes oneself and others to deliver results.  Does not tolerate mediocre performance – taking appropriate action with those who are not meeting.  Expectations