Client Service Manager, Commercial Lines

About the role

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 & 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 (55% permissible if growing and retention at target) Productivity (or comp-ratio) reflects the productivity of staff on a book of bu

Benefits

Additional Information

ABOUT HUB: In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the worlds' largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected-through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of -a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community.

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