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Head of Client Relations

2 months ago

Colorado Springs, Colorado, United States Global Recruiters of Denver Full time

The Client Services Director is responsible for cultivating high-performing teams and achieving operational excellence by mentoring staff and guiding a team of managers, supervisors, or account managers to elevate their performance. Under the direction of senior leadership, the Director actively implements corporate strategies, collaborates with Advisors to enhance interaction and support between sales and service, and guarantees that the client experience meets the highest standards.

This role requires a dynamic and results-driven leader who is passionate about talent development and delivering outstanding client service. The ideal candidate will have a strong business acumen, a collaborative mindset, and the ability to excel in a fast-paced environment. A proven history of success in building and leading high-achieving teams is essential. Preference will be given to candidates who are eager to grow with the organization over the long term.

Key Responsibilities:

  • Attract and retain top talent through strategic hiring practices, goal setting, internal promotions, reward programs, career development, performance improvement plans, and necessary disciplinary actions.
  • Develop and nurture a high-performing team through effective recruitment, coaching, performance management, and career advancement opportunities.
  • Oversee client retention metrics and ensure the company executes its strategies within budgetary constraints.
  • Lead onboarding processes, new business initiatives, and pre-renewal strategy sessions to ensure clients receive optimal team solutions and effective execution.
  • Create and implement annual business plans that align with corporate objectives.
  • Conduct performance evaluations, provide constructive feedback, and implement training programs to enhance team capabilities.
  • Drive initiatives for process improvement to maximize efficiency and enhance the client experience.
  • Analyze performance metrics to identify trends, opportunities, and areas needing improvement.
  • Foster a culture of accountability, teamwork, and high performance.
  • Address escalated client concerns and deliver effective resolutions.
  • Manage team schedules, including remote work arrangements and time off.
  • Facilitate team meetings and regular one-on-one discussions with team members.
  • Build strong relationships with leadership, team members, and sales colleagues.
  • Develop strategic plans to improve team performance and client satisfaction.
  • Actively engage in continuing education and leadership training, staying informed about industry trends and regulatory changes.

Qualifications and Requirements:

  • Bachelor's degree required and a Colorado insurance license (or willingness to obtain).
  • 10+ years of experience in the insurance sector with 3-5 years of leadership experience in a comparable role.
  • Strong technical knowledge of insurance, including stewardship reporting, risk management solutions, claims processes, and analytics.
  • Excellent leadership, communication, and interpersonal skills, with a proven ability to develop and motivate teams.
  • Demonstrated success in driving operational excellence and process improvements.
  • Proficiency in Microsoft Office Suite and data analysis tools.
  • Strong problem-solving, analytical, and data-driven decision-making skills.
  • Ability to manage multiple priorities and meet deadlines.
  • Proven capability to manage budgets and financial performance.