Commercial Lines Senior Account Manager

The Senior Account Manager Local Service Manager supports the Unit Leader and Division Service Leader with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & broking support. This position also serves as the primary service contact for clients on a middle/large market book of business and is responsible for client satisfaction, including strategic planning responsibilities.

Primary Responsibilities

• 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.
• Ensures colleague objectives are cascaded.
• Fosters a collaborative and accountable environment.
• Manages 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.
• 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.

Colleague Development

• 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.
• Led change management initiatives.
• Participates as a subject matter expert in the advancement and implementation of new processes and technology.

Brokering Support

• 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.

Account Management

• Independently leads client service, strategy, and renewal messaging on larger, more complex middle market accounts, while collaborating closely on strategy and renewal messaging with senior colleagues on more complex and larger clients.
• Responsible for acting as the primary contact between clients and trading partners and retaining client through customer service which includes open, timely, and clear communication channels with clients, producers, and internal partners.
• Develops and oversees client strategy, broking, and service plans.
• Prepares 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.
• Analyzes quotations and coverage comparisons for proper coverages, terms and conditions.
• Prepares final client Proposals incorporating program recommendations.
• Leads client meetings and provides strategic guidance in conjunction with or independently from the Producer.

Position Specific Skills/Qualifications:

• 7+ 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.