Regional Service Excellence Director

3 weeks ago

Cleveland, Ohio, United States Hylant Full time
Job Title: Regional Commercial Service Leader

At Hylant, we're seeking a highly skilled and experienced Regional Commercial Service Leader to join our team. As a key member of our organization, you will be responsible for optimizing the quality of service to our clients for the assigned region and business unit.

Key Responsibilities:
  • Direct Service Team: Lead and mentor service managers and team leaders in all talent functions, including recruiting, hiring, training, career development, and performance management.
  • Operational Planning: Plan and manage operational policies and strategies, key performance indicators, and prepare and present cyclical statements, analyses, and operational reports.
  • Service Excellence: Drive operational excellence through the establishment and execution of service standards, process and workflow efficiencies, smart-sourcing initiatives, and system resources to optimize team effectiveness.
  • Relationship Management: Develop and manage relationships with key carrier and vendor contacts, liaising and collaborating with all internal stakeholders across the Hylant footprint.
  • Service Development: Facilitate the evolution of the department's professionalism, service platform, and work product, creating measurable service standards.
  • Training and Development: Collaborate with other service leaders and corporate departments to develop and implement effective training programs aimed to increase service effectiveness.
  • Client Onboarding and Renewal: Oversee new client onboarding and existing client renewal processes, establishing audit workflows, mapping customer experience, identifying obstacles, and implementing solutions for resolution and process improvement.
  • Agency Management System: Oversee the adoption and development of standard agency management system processes, tracking utilization and adoption to facilitate accurate management reports.
  • Service Leadership Liaison: Serve as the assigned region and business unit's service leadership liaison, partnering with regional service leadership, corporate partners, and other stakeholders as necessary to achieve optimal support resources utilization and drive operational efficiencies.
Requirements:
  • Education: Bachelor's degree plus a minimum of 10 years insurance brokerage or related experience in the assigned discipline (life and health or property & casualty).
  • Management Experience: Previous related management experience required, experience managing supervisors or team leads preferred.
  • Insurance License: Current insurance license in the assigned discipline.
  • Technical Skills: Competence with Microsoft Office Suite (Word, Outlook, Excel, and PowerPoint).
  • Personal Qualities: Results-oriented with the ability to change priorities as needed, detail-oriented with excellent time management skills to prioritize work, organize and manage workflow to meet time-sensitive deadlines and work efficiently under pressure.
  • Travel: Ability and willingness to travel by car or airplane for meetings, conferences, or other business-related functions.
About Hylant:

Hylant is a full-service insurance brokerage with 21 offices in eight states. We're a multi-year recipient of Best Places to Work in Insurance, and we're proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, marital status, sex, age, color, religion, national origin, Veteran status, disability, or any other characteristic protected by law. If you have a disability or special need that requires accommodation, please let us know. Hylant participates in E-Verify.

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