Manager Commercial Lines
4 weeks ago
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 college or university is preferred.
Ten plus years related experience and/or training; or equivalent combination of education and experience.
Ability to effectively lead and coach a team
Advanced skills in MS Office products (including Word, Excel, and PowerPoint) and Vertafore's product suite. Ability and willingness to learn new systems as required by the business. Excellent verbal and writtencommunication/interpersonalskills
Position may require irregular working hours
Highly capable of managing all business operations
Straightforward communicator, dependable and strong leadership skills
Strong organizational skills, attention to detail and ability to multi-task
Passionate about relationship building, genuinely caring, and driven to fulfill customers' needs
Certificates, Licenses, Registrations
Property/Casualty Insurance agent license is required. Advanced industry designations (CIC, CPCU, CISR, etc.) designations are preferred.
Physical Requirements
Prolonged periods sitting at a desk and working on a computer.
Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.
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