Job description
The Client Experience Leader leads, mentors, coaches, hires, develops and evaluates the team of Account Managers and other Service Colleagues. They will ensure the delivery of world class service to all current and prospective clients. Responsible for identifying key performance measurables and metrics that ultimately contribute to the overall growth, profitability and innovation of the firm and the advancement of the firm’s colleagues.
- Possesses day to day oversight, direction and accountability of team colleagues.
- Effectively coaches, mentors and manages and assists in the professional development of team colleagues.
- Provides technical expertise in coordinating the inside service of new and existing clients through sales, account development and rounding and problem solving in accordance with the objectives and procedures set by Insgroup.
- Identifies, plans and resolves teams’ coverage and workload issues.
- Develops effective interdepartmental communication strategies. Fosters team behavior and a service-oriented commercial department structure.
- Ensures efficiencies in workflows and operational execution.
- Helps create an environment where open communication is encouraged, and morale is high.
- Oversees the small business practice*
- Builds and maintains positive agency/carrier partner relationships.
- Monitors various reports monthly to ensure all policies have been renewed in a timely manner, invoices are completed in accordance with Best Practices, colleagues’ open items are finalized, and policies are checked per guidelines.
- Attends monthly renewal meetings with their teams, placement department and advisors to create renewal strategies for our largest accounts.
- Maintains contact with the colleagues to assure there are no lapses in coverage and that they are adhering to our retention goals through proactive measures.
- Performs annual performance reviews for team colleagues and provides Director with an overview of those reviews for the purposes of making bonus and compensation decisions.
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Qualifications & Required Skills
- Minimum of 10 years agency Employee Benefits experience with at least 5 of those years in a supervisory role.
- College degree is strongly preferred.
- Maryland Life & Health license
- Must have technical acumen to mentor colleagues.
- Must be computer literate with proficiency in Microsoft Word and Excel.
- Must possess excellent written and verbal communication skills.
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