Client Services Manager - Property & Casualty

Company: Assurance Agency
Location: Schaumburg
Posted on: May 18, 2023

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