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Commercial Lines Service Manager

1 month ago

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

World Insurance Associates LLC is seeking a highly skilled Commercial Lines Service Manager to join our team. As a key member of our operations team, you will be responsible for implementing and monitoring methods, processes, and controls that drive profitable growth through operational effectiveness and efficiency.

This role requires a strong understanding of commercial insurance lines, including property and casualty, and the ability to develop relationships with leadership and key stakeholders. You will also be responsible for client satisfaction, including strategic planning responsibilities.

The ideal candidate will have 7+ years of experience in commercial property and casualty insurance, with a comprehensive understanding of insurance coverages and knowledge of both guaranteed cost and loss-sensitive program designs.

Key Responsibilities
  • Develop relationships with leadership and key stakeholders to ensure proper points of connection are consistently established
  • Drive utilization of KPIs to measure and report results
  • Support communication planning and present strategic vision while articulating benefits and listening to feedback
  • Ensure colleague objectives are cascaded and foster a collaborative and accountable environment
  • Manage new and replacement hire requests, ensure timely billing and cash collections, and maintain key data elements
  • Oversee client experience delivery model to ensure it meets quality, timeliness, and consistency 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
  • 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
  • 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
  • Manage a complex book of business comprised of clients with various lines of business with advanced program structures
  • Act as the primary contact between clients and trading partners and retain clients through customer service
  • Develop, oversee, and coordinate 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
  • 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
  • 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 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 of experience in commercial property and casualty insurance
  • Comprehensive understanding of insurance coverages and knowledge of both guaranteed cost and loss-sensitive program designs
  • State Property & Casualty insurance license
  • 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

World Insurance Associates LLC is an equal opportunity employer and celebrates and supports 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 origin, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

In addition, World Insurance Associates LLC makes 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.