Client Service Manager, Commercial Lines

Commercial Lines Client Service Manager

The Commercial Lines Client Service Manager oversees functions of a Commercial Lines Account Management team. This is a leadership and supervisory position that manages processes, training, and collaboration amongst Commercial Lines service staff as well as operational sales support and client related services. This position may also assume the duties and responsibilities of an Account Manager or Account Executive to service a book of business. The Client Service Manager provides support by knowing all the processes, steps, and tasks performed by their team members so they can coach, train and manage performance.

Duties and Responsibilities

• Manages a team of commercial lines service staff.
• Executes product, service and technical training programs, sets departmental expectations, standards, policies and procedure and periodically audits/reviews standards to provide personnel coaching or feedback management.
• Uses data provided by Practice Leader and Client Service Director to:
• • Monitor process performance against targets
  • Identify training gaps and opportunities
  • Measure and monitor KPIs
  • Drive performance discussions during biweekly one on ones
• Works with Client Service Director to identify, develop and execute regional and national initiatives through project management activities and coordination of resources.
• Identifies and addresses waste and problems in the workflows that are major contributors to performance issues in delivering against the process targets (Plan-Do-Check-Act).
• Assesses and adjusts workload amongst the department, professionally communicating with direct reports their assignments. Includes coordinating team schedules and re-appropriating workloads for absences.
• Facilitates bi-weekly one-on-one meetings and rapid problem solving in a way that both engages staff while delivering the expected process performance.
• Conducts team meetings to update members on best practices, continuing expectations, assignments and responsibilities clearly and professionally.
• Champions communication of goals, vision, and procedures developed by the HUB leadership teams.
• Fosters a positive and mutually supportive working environment, in order to provide the best possible client service and producer support.
• Develops and shares comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership.
• Ensures Best Practices for High Performance Team Meetings (HPT) are followed and effective.
• Stays current on new and existing HUB resources and specialty practices, carrier updates as well as state and federal regulations. Develops and manages team strategy in tandem with assigned producer and/or HUB leadership.
• Actively communicates with or visits prominent clients on a planned periodic basis to determine level of satisfaction and/or any additional service needs.
• Assists assigned producer or HUB Leadership in developing new business opportunities and delegating to appropriate team members.
• Identifies opportunities for cross-sell and up-sell of other HUB products and services when appropriate for the clients' needs. Documents other insurance products and services the clients are purchasing through other providers and who those providers are.
• Interfaces with Producers, Local COOs, and Account Management teams on process handoffs and service exceptions.
• Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data.
• Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact their clients. Makes appropriate recommendations to clients in response to those changes; Attends industry related continuing education training and courses.
• Performs other duties and projects as assigned.

Key Performance Indicators

• Account Retention: Target 93%+ Retention rate is the inverse of Current Year Lost Recurring C&F Revenue divided by Adjusted Prior Year C&F Revenue.
• Organic Earnings Growth: Target 6.8%+ Organic Earnings Growth is the percentage difference between Adjusted Prior Year Results and Adjust Current Year Results.
• Productivity Ratio: Target < 52% (55% permissible if growing and retention at target) Productivity (or comp-ratio) reflects the productivity of staff on a book of business. Contributing factors: Revenue on the Book of Business, Producer Compensation, Service Staff Compensation, ResourcePro or other outsourcing, Taxes & Benefit load.
• Biweekly one on ones with direct reports: >= 90%
• Critical Path Attendance: >= 90%
• Annual Non-Retirement Staff Turnover: < 8% Turnover is the number of employees who left divided by the total number of employees at the beginning of the measurement period.

Job Specifications

Qualifications

• High School Diploma / GED; College degree strongly preferred
• 3 years of commercial insurance related experience (brokage preferred) or equivalent combination of education & experience
• 2+ years supervisory experience preferred
• Property & Casualty License

Knowledge / Skills / Abilities

• Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
• Ability to effectively and professionally communicate orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Desire to learn and grow within the insurance industry.
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients' needs.
• Ability to effectively work with a team and coach others in developing their skills and abilities.
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.
• Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Working Conditions and Physical Demands

• This position primarily involves remaining in a stationary position for the majority of the workday.
• The person in this position frequently communicates with colleagues and clients both in person and on the telephone; Must be able to communicate and exchange accurate information.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Why Choose HUB?

Throughout our network of more than 450 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees, and provide continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs, yet evolves as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction.

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

The expected salary range for this position is $120,000 - $150,000 depending on geographical location and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position