Commercial Lines Market Service Manager

• Develops relationships with leadership and key stakeholders ensuring the proper points of connection are consistently established
• Drives utilization of KPIs to measure and report results
• Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
• Provides updates on operations performance and key initiatives during regular meeting cadence
• Ensures colleague objectives are cascaded
• Fosters a collaborative and accountable environment
• Management of new and replacement hire requests
• Ensures timely billing and cash collections
• Ensures key data elements are properly maintained

• Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
• Unit Leader & Producer collaboration 
• Ensures client service teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
• Establishes and/or manages an internal new business and renewal planning cadence 
• Drives the development and implementation of consistent roles and responsibilities across all locations and functions 
• Implements the standard team structure designed to provide clients with dedicated lead and support colleagues
• Acts as liaison with the shared services team and works to build a one team culture across all functions
• Ensures the delivery of Client Service Plans and adherence to the established scope of services
• Establishes and drives a client at risk identification process

• Motivates, develops, and leads a high-performance team
• Drives an evaluation review cadence of colleague competencies and skills to ensure alignment with the proper roles and responsibilities
• Identifies colleague professional development opportunities and provides coaching, mentorship, and experiential stretch assignments
• Supports recruiting protocols and interview tools designed to attract and retain top talent
• Ensures all new and existing colleagues receive and attend training while reinforcing key messages
• Promotes Diversity and Inclusion and colleague mentorship
• Leads change management initiatives
• Participates as a subject matter expert in the advancement and implementation of new processes and technology

• Remains current with industry developments regarding products and services
• Maintains knowledge of personnel changes at carriers and intermediaries, and ensures colleagues are informed in a timely manner to ensure the organization operates with ambitious initiative and innovation
• Works closely with carrier’s underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilities 
• Oversees broking process to ensure it meets quality, timeliness, and consistency standards
• Drives connection with line of business and industry broking specialists
• Ensures broking teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
• Leads broking projects
• Ensures broking timelines are included in client service plans and adherence to the established marketing protocols

• Development, oversight, and coordination of client strategy, broking, 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 while coordinating with Broking Specialists and responding to questions during the broking process
• 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.  Occasional outside service visits may be required
• 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 yet not limited to 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
• Maintain a high degree of accuracy in agency management systems and adherence to workflows and professional standards

• 10+ years experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages with knowledge of both guaranteed cost and loss sensitive program designs
• Must hold state Property & Casualty insurance license
• Maintain effective relationships with clients, co-workers, and trading partners.  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.

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