Commercial Lines Service Manager
4 weeks ago
World Insurance Associates LLC is a unique insurance organization offering top products and services from major providers, combined with attentive service from local agents.
Founded in 2011, World is one of the fastest-growing insurance brokers in the U.S.
This position supports the Division Service Leader and Unit Leader with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & placement support.
This position also serves as the primary service contact for clients and is responsible for client satisfaction, including some strategic planning responsibilities.
This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.
Key Responsibilities:
- Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
- Provides updates on operations performance and key initiatives during regular meeting cadence
- Management of new and replacement hire requests
- Ensures timely billing and cash collections
- Ensures key data elements are properly maintained
- Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
- Unit Leader & Producer collaboration
- Ensures client service teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
- Establishes and/or manages an internal new business and renewal planning cadence
- Drives the development and implementation of consistent roles and responsibilities across all locations and functions
- Implements the standard team structure designed to provide clients with dedicated lead and support colleagues
- Acts as liaison with the shared services team and works to build a one team culture across all functions
- Ensures the delivery of Client Service Plans and adherence to the established scope of services
- Establishes and drives a client at risk identification process
- Motivates, develops, and leads a high-performance team
- Supports recruiting protocols and interview tools designed to attract and retain top talent
- Ensures all new and existing colleagues receive and attend training while reinforcing key messages
- Promotes Diversity and Inclusion and colleague mentorship
- Leads change management initiatives
- Participates as a subject matter expert in the advancement and implementation of new processes and technology
- Placement Support
- Remains current with industry developments regarding products and services
- Works closely with carrier's underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilities
- Oversees placement process to ensure it meets quality, timeliness, and consistency standards
- Leads placement projects
- Ensures 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.
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
- Strong functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates
- Ability to carry out complex tasks with many concrete and abstract variables
- Ability to maintain effective relationships with clients, co-workers, and trading partners
- Ability to keep informed regarding industry information, new product information, coverage and technology to continuously improve knowledge and performance
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