Commercial Lines Lead Service Manager

Summary

World Insurance Associates is a unique insurance organization offering top products and services from major providers, combined with attentive service from local agents.

Founded in 2011, World is one of the fastest-growing insurance brokers in the U.S. with over 2,200 employees in over 260 offices across North America.  We specialize in personal and commercial insurance lines, surety and bonding, employee benefits, financial and retirement services, and human capital management solutions.

Our rapid growth and market leading presence has created opportunities throughout the state and we offer top talent the choice to work from one of our multiple offices throughout the region.

Position Summary

This position supports the Division Service Leader and Unit Leader with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & placement support. 

This position also serves as the primary service contact for clients and is responsible for client satisfaction, including some strategic planning responsibilities.  This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality. 

Responsibilities

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 
• Management of new and replacement hire requests 
• 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 
• Unit Leader & Producer collaboration   
• 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   
• 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  
• Leads change management initiatives  
• Participates as a subject matter expert in the advancement and implementation of new processes and technology 

Placement 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 placement process to ensure it meets quality, timeliness, and consistency standards  
• Drives connection with line of business and industry placement specialists 
• Ensures placement teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards 
• Leads placement projects 
• Ensures placement timelines are included in client service plans and adherence to the established marketing protocols 

Account Executive  

• Manage a complex book of business comprised of clients with various lines of business with advanced program structures  
• Responsible for acting as the primary contact between clients and trading partners and retaining clients through customer service which includes open, timely, and clear communication channels with clients, producers, and internal partners.   
• Development, oversight, and coordination of client strategy, placement, and service plans 
• Provide technical expertise in analyzing client needs, coverage forms, quotations, and value-added services 
• Prepare submissions to carriers including applications, loss analysis and other relevant information following World’s professional standards while coordinating with Placement Specialists and responding to questions during the placement process 
• Analyze quotations and coverage comparisons for proper coverages, terms and conditions 
• Prepare final client Proposals incorporating program recommendations  
• Lead client meetings and provide strategic guidance in conjunction with or independently from the Producer.  Occasional outside service visits may be required 
• Oversight of timely delivery of confirmation of coverage, policies, endorsements, and audits as applicable 
• Identify problems, summarize, and develop strategic solutions with the client by incorporating the company’s culture and values in our recommended strategic solutions 
• As needed, prepare reports including yet not limited to open items, reporting forms, stewardship, etc. 
• Provide daily consultation to clients including, guidance on submitting first reports of claims, contract review, policy changes, and available World products, services, and resources 
• Direct work of Associate Account Managers and Shared Services  
• Maintain a high degree of accuracy in agency management systems and adherence to workflows and professional standards 

Knowledge, Skills and Abilities

• 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. 

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.