Senior Client Services Manager

2 weeks ago


Charlotte, North Carolina, United States Lockton Full time

Position Overview:

1. Strategic Leadership & Financial Oversight

  • Accountable for a dedicated service team within a specific geographical area, industry, or product category.
  • Partners with the Director, producers, and other key stakeholders to craft and execute a thorough short- and long-term business strategy for the division.
  • Aids the Director in formulating an annual operational plan as part of the budgeting process and is responsible for meeting the expected results for the designated unit.
  • Cultivates a team that prioritizes strong client relationships, leveraging our deep understanding of business requirements to forge partnerships that enhance client operations.
  • Talent Management & Organizational Culture
  • Leads recruitment efforts for critical positions within the unit, including Team Leads, Account Executives, Account Managers, and Account Analysts.
  • Oversees the professional development and career progression of all team members within the unit. Supports ongoing Training & Development initiatives by providing daily guidance and practical training as necessary.
  • Conducts monthly one-on-one meetings with all team members to foster growth and development.
  • Upholds and promotes the core values of the organization, ensuring alignment to cultivate a thriving workplace culture.
  • Operational Excellence & Technological Integration
  • Ensures compliance with established processes and procedures within the unit. Utilizes available reporting tools to diagnose issues and address root causes of non-compliance.
  • Maintains a robust management system to understand daily workflows, challenges, and obstacles, ensuring continuous operational efficiency.
  • Identifies opportunities for process enhancements based on consistent adherence to established protocols while guiding team members.
  • Serves as the primary point of contact for service team assignments, effectively managing workloads to balance capacity and align key clients with the necessary expertise within the unit.
  • Client Engagement & Relationship Management
  • Manages approximately 30% of the traditional Account Executive client responsibilities.
  • Participates in client meetings not assigned to an Account Executive in a supportive leadership role.
  • Assists producers in securing the largest and most intricate deals with potential clients.
  • Supports producers and Directors in client retention strategies and oversees the management of at-risk accounts.
  • Insurance Industry Relations & Vendor Collaboration
  • Maintains relationships with local and regional leaders in the marketplace, focusing on top trading and wholesale partners.
  • Effectively communicates transaction support needs to carrier and wholesale leaders to achieve favorable outcomes for clients. Keeps the Director informed of all market-related escalations.
  • Collaborates with the Director to manage MAP partnerships effectively.
Qualifications:

Typically requires 10+ years of industry experience and a minimum of 3 years in a leadership role (5+ years preferred).



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