| Location | Columbus, OH |
| Job Type | Full-time |
Description
Company Overview
World Insurance Associates (“World”) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals. Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions.
Position Summary
The Core Business Market Service Manager supports the Core Business Solutions Director and local branch leadership with the implementation and monitoring of methods, processes, measurements, controls, and structures that drive profitable growth through operational effectiveness, efficiency and broking support. The Core Business Market Service Manager oversees the client experience delivery model to ensure it meets quality, timeliness, and consistency standards. This position will directly lead a team of client service teams consisting of Client Managers and Client Service Representatives who are responsible for the retention and renewal cycle of assigned small commercial business with responsibility for Personal Lines client service operations expected to be incorporated as the organization grows.
Primary Responsibilities
Team Leadership & Colleague Development
Lead and develop a high-performing team through effective hiring, staffing, workload management, performance coaching, succession planning, and career development to achieve business objectives and service standards.
Oversee team operations, including workload distribution, attendance management, and approval of time-off requests to maintain productivity and service levels.
Drive colleague engagement and organizational effectiveness by fostering an inclusive culture, promoting mentorship, conducting performance and talent reviews, and supporting employee growth and advancement.
Serve as a subject matter expert and change leader by supporting the implementation of operational improvements, new processes, technologies, and best practices that enhance team performance and client outcomes.
Strategy, Business, & Financial Support
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
Ensures timely billing and cash collections
Ensures key data elements are properly maintained
Client Experience
Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
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
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
Broking Support
Works closely with carrier’s underwriting staff, and intermediaries, to promote effective placement of personal and commercial products and capabilities
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
Drives connection with line of business and industry broking specialist
Oversees broking process to ensure it meets quality, timeliness, and consistency standards
Leads broking projects
Ensures broking timelines are included in client service plans and adherence to the established marketing protocols
Remains current with industry developments regarding products and services
Account Management
Serves as the technical advisor and escalation point for complex coverage, placement, and client service matters.
Leads strategic client meetings, stewardship reviews, and renewal discussions, providing consultative guidance and subject matter expertise.
Reviews and advises on coverage recommendations, program structures, carrier quotations, and client deliverables to ensure quality and consistency.
Supports the resolution of complex client issues and develops solutions that strengthen client relationships and business outcomes.
Ensures adherence to service standards, workflows, compliance requirements, and professional excellence standards.
Position Specific Skills/Qualifications
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.
Physical Demands & Working Conditions
Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally.
Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
To Executive Search Firms and Staffing Agencies
World does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered World’s property, and World will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting World’s Human Resources Talent Department.
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