Client Services Manager - Property & Casualty
Company: Assurance Agency
Location: Schaumburg
Posted on: May 18, 2023
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Job Description:
Overview
The Client Services Manager (CSM) is the compass providing
direction to a service team in the delivery of our client service
platform. He or she helps team members navigate through situations
to find the best solutions for our clients to provide service in a
creative and efficient manner while creating measurable value.
Working directly with the team's Vice President of Client Services,
the CSM assists in setting team goals related to sales and growth
strategy, service platform execution, innovations and services, and
continual process improvement. The CSM energetically spearheads and
supports various annual projects and initiatives set forward to
improve agency operations or service platforms. He or she serves as
an active member of our key manager group and sets an example for
others by living and breathing all aspects of Assurance's DNA, Best
& Brightest and long-term vision.
Responsibilities
EXECUTION OF CLIENT SERVICE
* Inspires team members to provide remarkable service to clients by
building personalized relationships, understanding our clients'
business and industry, seeking new ways to solve their problems and
serving as a fierce advocate for our clients
* Ensures team members understand the reasons we leverage
procedures to improve efficiency, consistently executes our service
platform, empowers measurable results, protects information and
maintains professional service standards
* Drives consistency through service team in the completion of
client service workflows and coaches staff to appropriately engage
internal resources such as Process Support, procedure manuals and
reporting tools to ensure efficiency and accuracy of execution
* Coaches Producers and Account Executives on developing and
maintaining productive working relationships with service team
members
* Meets or exceeds established client service platform performance
metrics as designated by the Vice President, Client Services;
encourages feedback to improve processes and efficiencies and
enhance our client service platform
* Develops and maintains team members' knowledge of insurance
carrier products and appetite, market trends, and solutions for
client industry niches served by the team
* Manages the implementation of the client service platform across
all clients; obtains client feedback to improve service offerings
and delivery, recommending changes through appropriate channels
* Demonstrates decision-making ability that considers multiple
perspectives, possible consequences, and engages other stakeholders
appropriately
THOUGHT LEADERSHIP
* Operates as the agency technical expert in the area of client
service platform and advocacy services
* Serves as a client service platform knowledge specialist directly
with clients or as resource for the team
* Is involved in the industry through participation in external
associations and events; forming and growing relationships with
insurance carriers, service vendors and understanding the
capabilities of our competitors
BUILD AN EFFECTIVE TEAM
* Fosters innovative thinking and encourages team members to put
forth and participate in new ideas to improve the team and the
company
* Fosters working relationships among team members and others that
demonstrate our best and brightest characteristics
* Recruits and hires new team members with appropriate skills,
experience, traits and competencies by following Assurance's hiring
and interviewing best practices
* Monitors staff workloads and determines appropriate assignment of
responsibility
* Communicates with team members through regular meetings following
Assurance's best practices, including information on company
updates, team performance and other information relevant to their
roles
* Consistently uses the tools and follows best practices in our
manager toolkit
DEVELOP AND MANAGE DIRECT REPORTS
* Executes onboarding process, oversees training and education and
introduces to team members to ensure a smooth transition for new
employees; assigns mentors and coordinates on-the-job learning as
necessary
* Provides methods and resources in a coaching style manner to
empower direct reports to find independent solutions
* Follows performance management process with direct reports on
schedule, including individualized business and development goals
developed in collaboration with each employee; fosters open
communication on performance and accountability standards
throughout the year
* Leads team members to achieving specific goals and objectives
* Appreciates individual accomplishments by utilizing recognition
practices in a personalized way for each employee; share team
success broadly and asks others to recognize as appropriate
Qualifications
REQUIRED
* Upon hire, Producers License for Fire/Casualty or Life/Health, as
appropriate for role
* 2+ years of experience at the Account Manager or comparable level
within an insurance agency
* Previous management experience
PREFERRED
* BS/BA in business, management or related field
* CPCU, CEBE, ARM or other professional designation
About AssuranceAssurance, a Marsh & McLennan Agency LLC, company,
is a full-service brokerage providing business insurance, employee
benefits, private client insurance, and retirement services to
businesses and individuals across the country. Assurance operates
as Marsh & McLennan Agency's Midwest regional headquarters.
Consistently recognized as a top workplace, Assurance attracts and
retains its insurance talent by rewarding expertise and investing
in career development. Assurance employees enjoy an award-winning
culture that fosters a highly productive and results-driven working
environment.
Services: Business Insurance, Employee Benefits, Financial
Services, Private Insurance, SuretyAwards: Assurance is continually
named a "Best Place to Work" by leading publications and
organizations such as Fortune magazine, the National Association
for Business Resources, The Chicago Tribune, Crain's Chicago
Business and Business Insurance magazine (check out all of our
accolades).Culture: Our employees enjoy an environment that fosters
success and creativity and provides countless opportunities for
growth. We make sure our employees are happy and motivated by
offering enviable benefits, rewards programs, celebrations, perks
and a few surprises around every corner. Together, it all adds up
to a company that develops and retains passionate individuals who
deliver superior performance and measurable results to our
clients.
Fun Fact: 31% of Assurance experts agree the best Saturday Night
Live skit of all time is "More Cowbell".
Assurance has won over a hundred workplace awards largely due to
our intentional and caring approach that begins with meeting our
people where they are, celebrating their differences and creating
an inclusive environment.
Assurance is a proud equal opportunity employer. We celebrate
diversity and we are committed to equal employment opportunities
regardless of age, race, ethnicity, color, religion, creed, sex,
sexual orientation, gender identity, gender expression, national
origin, marital status or civil partnership/union status, veteran
status, citizenship, pregnancy, genetic information, physical or
mental disability, or any other status or characteristic protected
by federal, state or local law.
Harassment or discrimination based upon any of the above is
inconsistent with our values and will not be tolerated; this
includes harassment or discrimination for being associated with or
knowing someone that identifies with any of the above.
Marsh & McLennan Agency (MMA) provides colleagues the freedom to
make a career and difference. We encourage you to explore your
curiosity and creativity. We gain new insight from diverse
thinking, and take risks on new ideas. We embrace a culture that
celebrates and promotes the many backgrounds, heritages and
perspectives of our colleagues and clients. We are always seeking
those with ethics, talent, and ambition who are interested in
joining our client-focused teams. More than just insurance brokers,
we believe that a business culture that supports a healthy, safe
work environment does so by offering the right benefits, programs,
policies and opportunities to keep employees engaged and productive
including: health and welfare, tuition assistance, 401K, employee
assistance program, volunteer opportunities, and other
programs.
Keywords: Assurance Agency, Schaumburg , Client Services Manager - Property & Casualty, Executive , Schaumburg, Illinois
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