Job description

The primary role of the Team Leader is to lead the Client Service colleagues on the teams that are assigned to them. This is measured by the team delivering a best-in-class client experience so exceptional client retention results are achieved. It also includes driving organizational strategies for their assigned teams. The TL will work with the service associates of any new acquisitions within their teams to ensure that their integration process is well planned, communicated and executed.

The TL will coordinate with their Regional CSD to understand the initiatives resulting in a corporately consistent, efficient, and scalable model. The TL is part of the Client Service leadership community but will also work very closely with the Regional Commercial Lines Leader to understand and implement sales and service initiatives. The TL will communicate the vision and plan of their Client Service organization and with local leadership.

The TL is responsible for the Quality Assurance and Compliance outcomes and implementation within their market. Developing corrective action plans as needed and communicating the change required with other stakeholders, such as Regional Commercial Lines Leader, Producers and Client Service Leaders.

The TL is a leader of Client Service Leaders and Account Executives who will report directly to them. This role is also the main point of contact for carrier leaders who work with their teams.

Key Responsibilities

Client Service and Experience
Establish escalation process within Service to address client service needs
Drive a best-in-class and consistent client experience by working closely with Risk Strategies’ industry practice and product leaders, regional team leaders, and front-line service teams
Responsible for ensuring that binding, renewing in the system of record and requesting agency bill invoicing is occurring in the appropriate time frame
Responsible for distribution of Expiration list and Internal Strat meeting adherence

Team Leadership

Leads, manages, and mentors a team of client service professionals as well as client service leaders
Implement corporate level performance goals for service professionals that will be developed by the COO and RCSD
Drive a culture of accountability and collaboration, where great performance is recognized
Work with RCSD and Regional Commercial Lines Leader to integrate the CL service teams and business of acquired firms
Work directly with Select Leadership to transition local accounts into the Select Team

Workload Management

Responsible for the workload management of the larger team within their scope
Work with Client Service Leaders to produce and analyze book of business reports to review distribution of work as it pertains to leavers, new business or acquired business to be integrated into the team
Backlog review includes open items, pending items, outstanding policy/endorsement/audit checking

Operational Efficiency

Streamline departmental processes to enhance operational efficiency and productivity
Establishes and promotes consistent workflows, use of automation, & business processes
Defines and manages the role of key vendors that are critical for supporting staff & servicing clients
Drive advanced and efficient use of systems and technology

Compliance and Regulatory Oversight

Ensure that the local Commercial Lines operates in compliance with industry regulations and company standards
Stay updated on changes in regulations and implement necessary adjustments

Quality Assurance

Work with the local Client Service Leasers to ensure they are conducting scheduled QA Audits
Work with local leadership to create corrective action plans to address deficiencies identified during QA audits or in the case of an E&O Claim

claim.

Local and Regional Collaboration

Work with Client Service Leaders throughout the region to create a Regional Client Service community
Participate as active member of the local and regional CL Leadership Team

HR Collaboration

Responsible for communicating workforce needs to the RCSD and HR
Understanding current workload and expense management in hiring
Work with Talent Acquisition to recruit, retain and develop top Client Service talent
Establish a reliable talent acquisition pipeline that will strengthen our client service team over time

Financial and Accounting Responsibilities:
Work with Accounting and Billing to drive discipline around client invoicing and aged receivables
Generate and analyze reports to track departmental performance and KPI’s
Understand budget for the local CL service team and monitor financial performance in conjunction with RCLL and RCSL
Identify & implement cost-effective strategies to enhance profitability

Carrier & Wholesaler Relationships
Point of contact for carriers, working with their CL Client Service Leaders to establish partnerships and represent the teams they lead.
Align RSC with our partner carriers and intermediaries so that renewals are placed with ideal markets
Help the region manage our “Fewer and Stronger” carrier consolidation strategy which includes utilization of panels

Required Skills & Experience

7+ Years of experience in a Property & Casualty brokerage environment
Deep technical knowledge of Property & Casualty business
Ability to lead and manage in an environment of change
Knowledge of loss sensitive, alternative risk transfer, & self-insured retentions programs

Required profile