Director of Commercial Construction Insurance Leader

The Director of Client Services is an expert in Construction Project Solutions in mid market to large client. This is a new leader position that assists the Practice Leader with leading the Team as well as operate as a first chair Account Executive. They are the leader of multi-level risk management team responsible for translating risk and loss profiles into solutions which include program design and pre and post loss risk strategies. They build long term trusted advisor relationships with clients, producers, and associates supporting business growth. The Account Executive drives accountability for execution of account strategies, by delegating and empowering account managers and account analysts supporting client team. The Account Executive always adheres to Lockton cultural values, and treats fellow associates, clients, and vendors with dignity and respect.

Description:

• Strategic advisor for client. Responsible for overall client satisfaction, client relationship and client retention. Engages and resolves highly escalated client service matters and strategic initiatives/
• Strong experience with project based, complex risk solutions with General Contractors, Developers, Owner Operators.
• Drives strategy planning process with client. Evaluate exposure changes, business changes, client goals and financial health of client to make recommendations for pre-renewal and stewardship planning. It has a sound understanding of market innovation and disruptors and the impact it could have on a client.
• Communications with client and markets related to matters of strategic significance. Leads complex negotiations with carrier markets.
• Monitors account expenses and ensure that billing and invoicing is up to date. Is also responsible for the overall profitability of the account and working with the producer on a mutually agreeable client engagement.
• In collaboration with client, defines strategic goals and is accountable for the execution of a successful marketing. Reviews final quotes and recommendations, conducts final negotiations with carriers (if necessary), presents recommendation to the clients, and documents client acceptance of renewal strategy. Resolves escalated renewal issues.
• Support new carrier relationships and act as an escalation point for issues during renewal implementation
• Direct client onboarding activities following standard process and checklists including BOR, Fee agreements, documenting client expectations, and systems and file documentation
• Establish key reporting metrics for each client and coordinate with client service team to deliver reporting. Provide a summary overview to client with key highlights to reporting.
• Customer Focus Ensuring that the (internal or external) customer's perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers' and own organization's needs; promoting and operationalizing customer service as a value. Actions: Seeks to understand customers, identifies customer service issues, drives customer-focused practices, assures customer satisfaction.
• Technical/Professional Knowledge and Skills Having achieved a satisfactory level of technical, functional, and/or professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results. Actions: Understands technical terminology and developments, knows how to apply a technical skill or procedure, knows when to apply a technical skill or procedure, performs complex tasks in areas of expertise.
• Communication Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message, listening actively to others. Actions: Organizes communication, maintains attention, adjusts to the listener, ensures understanding, listens actively, conveys a professional presence.
• Business Acumen Using one's knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results, using one's understanding of major business functions, industry trends, and own organization's position to contribute to effective business strategies and/or tactics. Actions: Analyzes, integrates, understands business functions, understands the industry, leverages own understanding.
• Execution Ensuring others contribute to organization strategies by focusing them on the most critical priorities, measuring progress, and ensuring accountability against those metrics. Actions: Maintains focus, measures progress and outcome, ensures accountability
• Planning and Organizing Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources. Actions: Prioritizes, determines tasks and resources, schedules, leverages resources, stays focused, stays informed