About the Role
As Director, Commercial Insurance Agency Operations and Client Service you hold a critical leadership position at one of the country’s largest, most respected insurance agencies. With the goal of achieving performance through the lens of the client experience, you lead, manage, and evaluate how the company’s most valuable resources (technology and employees) work together to drive success.
Duties & Responsibilities
This is a very strategic, forward-looking leadership position. As an important contributor overseeing a large-scale division, you are keenly aware of the daily happenings within the service team, and at times dig right into the thick of important, critical issues. However, you always understand the need to balance a ‘front-line connection’ with maintaining a strategic vision for all commercial and personal lines operations.
1. Employee Experience: Oversee talent development for employees in client service, marketing, and shared services. From role creation, recruitment, and hiring to mentoring, training, continuing education, and career pathing, the programs under your purview are designed to ensure a high level of employee engagement and retention. Open communication and feedback are hallmarks of the company’s employee experience philosophy.
2. Client Engagement: Develop a “Best in Class” client service platform. Leverage technology to drive consistency and create efficiencies. Partner with sales and operational leadership to ensure both work in harmony to make the client’s experience a top priority. Build metrics and benchmarks to measure client service quality and efficiencies. Monitor key performance indicators. Stay updated on market changes with insurance company partners and regulations within industries the agency serves.
3. Organizational Leadership: Participate in strategic planning initiatives. Communicate updates and results on key initiatives. Work with other divisional leaders and the executive team to share best practices and other resources related to training, staff development, recruiting, compensation and performance management.
Skills & Experience
- Minimum of ten (10) years of commercial property and casualty insurance industry experience.
- At least five (5) years managing employees and operations within a retail insurance agency.
- Demonstrated expertise managing large, multi-faceted client service teams and improving operational efficiency.