Assistant Director, Client Service

Description

Manages a group of Client Service Managers (CSM) to deliver consistent and high-quality service to customers and brokers. Assists in recruiting, training, and developing team members. Responsible for developing annual objectives that support assigned account success, as well as accountable for team performance and development. Contributes to the development, implementation, and execution of the business plan and strategies. Resolves service-related issues with internal partners. Responsible for managing external relationships (clients, agents/brokers, industry associations, etc.) and issue resolution. Manage assigned accounts, handling servicing aspects of relationships.

Responsibilities

• Effectively partners and manages relationships with key internal stakeholders for mutual success.
• Establishes a leadership voice in the region by strengthening relationships across Field Ops, UW, Claims, Risk Control, and other key internal partners by sharing key service strategic initiatives and client updates.
• Identify opportunities for direct and indirect reports to make additional contributions to ensure the overall success of GRS.
• Assists Director of Client Service in the recruitment, hiring, training, and development of service team within region.
• Assists Field Operations and Underwriting with key prospects and renewals.
• Effectively leads, manages, and develops team to achieve organizational goals and deliver exceptional service to clients and brokers.
• Completes performance evaluations and provides targeted feedback and coaching.
• Drives GRS growth efforts by prospecting and developing relationships with select clients and their broker(s).
• In partnership with Field Operations and Underwriting, aim to secure off-cycle meetings and solicit submissions that result in quotes and new business.
• Drives partnership between key profit center(s) and Client Service by serving at the dedicated Service liaison.
• Responsible for knowing and communicating key strategies, results, market trends, etc.)
• Manages assigned accounts, handling servicing aspects of relationships. 
• Partners closely with Claims and Risk Control to ensure consistent protocols, delivery of services, and business practices.

 

The selected candidate will work a hybrid schedule with two days in the office/market. This policy is subject to change. 

Qualifications

• Advanced knowledge of commercial property/casualty insurance, risk management, and applicable state regulations
• Knowledge of underwriting, plan construction, pricing, service contracts, and funding/financial security agreement
• Ability to get work done through others (delegate), communicate effectively (including listening, making presentations, writing clearly, giving constructive feedback, etc.) get support from above, plan/organize work, analyze and solve problems, build relationships, and focus on the larger picture
• Ability to prioritize the things that will make the difference operationally, use time effectively, and develop/engage employees as normally acquired through a related bachelor`s degree and 7 years of experience, some of which should be in a leadership capacity
• A masters` degree, ARM designation or CPCU designation desired

Travel

50%