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Commercial Lines Service Manager

4 weeks ago

Iselin, New Jersey, United States World Insurance Associates, LLC. Full time
Job Description

At World Insurance Associates, LLC., we are seeking a highly skilled Commercial Lines Service Manager to join our team. This role is responsible for supporting the Division Service Leader and Unit Leader in implementing and monitoring methods, processes, and measurements that drive profitable growth through operational effectiveness and efficiency.

Key Responsibilities:

  • Develop relationships with leadership and key stakeholders to ensure proper points of connection are consistently established.
  • Drive the utilization of KPIs to measure and report results.
  • Support communication planning and present strategic vision while articulating benefits and listening to feedback.
  • Provide updates on operations performance and key initiatives during regular meeting cadence.
  • Ensure colleague objectives are cascaded.
  • Foster a collaborative and accountable environment.
  • Manage new and replacement hire requests.
  • Ensure timely billing and cash collections.
  • Ensure key data elements are properly maintained.

Client Experience:

  • Oversee client experience delivery model to ensure it meets quality, timeliness, and consistency standards.
  • Unit Leader & Producer collaboration.
  • Ensure client service teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards.
  • Establish and/or manage an internal new business and renewal planning cadence.
  • Drive the development and implementation of consistent roles and responsibilities across all locations and functions.
  • Implement the standard team structure designed to provide clients with dedicated lead and support colleagues.
  • Act as liaison with the shared services team and work to build a one team culture across all functions.
  • Ensure the delivery of Client Service Plans and adherence to the established scope of services.
  • Establish and drive a client at risk identification process.

Colleague Development:

  • Motivate, develop, and lead a high-performance team.
  • Drive an evaluation review cadence of colleague competencies and skills to ensure alignment with the proper roles and responsibilities.
  • Identify colleague professional development opportunities and provide coaching, mentorship, and experiential stretch assignments.
  • Support recruiting protocols and interview tools designed to attract and retain top talent.
  • Ensure all new and existing colleagues receive and attend training while reinforcing key messages.
  • Promote Diversity and Inclusion and colleague mentorship.
  • Lead change management initiatives.
  • Participate as a subject matter expert in the advancement and implementation of new processes and technology.

Placement Support:

  • Remain current with industry developments regarding products and services.
  • Maintain knowledge of personnel changes at carriers and intermediaries, and ensure colleagues are informed in a timely manner to ensure the organization operates with ambitious initiative and innovation.
  • Work closely with carrier's underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilities.
  • Oversee placement process to ensure it meets quality, timeliness, and consistency standards.
  • Drive connection with line of business and industry placement specialists.
  • Ensure placement teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards.
  • Lead placement projects.
  • Ensure placement timelines are included in client service plans and adherence to the established marketing protocols.

Account Executive:

  • Manage a complex book of business comprised of clients with various lines of business with advanced program structures.
  • Responsible for acting as the primary contact between clients and trading partners and retaining clients through customer service which includes open, timely, and clear communication channels with clients, producers, and internal partners.
  • Development, oversight, and coordination of client strategy, placement, and service plans.
  • Provide technical expertise in analyzing client needs, coverage forms, quotations, and value-added services.
  • Prepare submissions to carriers including applications, loss analysis and other relevant information following World's professional standards while coordinating with Placement Specialists and responding to questions during the placement process.
  • Analyze quotations and coverage comparisons for proper coverages, terms and conditions.
  • Prepare final client Proposals incorporating program recommendations.
  • Lead client meetings and provide strategic guidance in conjunction with or independently from the Producer. Occasional outside service visits may be required.
  • Oversight of timely delivery of confirmation of coverage, policies, endorsements, and audits as applicable.
  • Identify problems, summarize, and develop strategic solutions with the client by incorporating the company's culture and values in our recommended strategic solutions.
  • As needed, prepare reports including yet not limited to open items, reporting forms, stewardship, etc.
  • Provide daily consultation to clients including, guidance on submitting first reports of claims, contract review, policy changes, and available World products, services, and resources.
  • Direct work of Associate Account Managers and Shared Services.
  • Maintain a high degree of accuracy in agency management systems and adherence to workflows and professional standards.

Requirements:

  • 7+ years experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages with knowledge of both guaranteed cost and loss sensitive program designs.
  • Must hold state Property & Casualty insurance license.
  • Maintain effective relationships with clients, co-workers, and trading partners. Ability to work in a team environment.
  • Keep informed regarding industry information, new product information, coverage and technology to continuously improve knowledge and performance.
  • Strong written, oral, and interpersonal communication skills.
  • Strong functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be proficient in Excel, Word, and other MS Office products.
  • Strong problem solving and critical thinking skills.
  • Ability to carry out complex tasks with many concrete and abstract variables.
  • Ability to work in a fast-paced environment with minimal instruction and a high degree of accuracy and attention to detail.

Equal Employment Opportunity:

At World Insurance Associates, LLC., we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, we make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.