Risk Strategies
Team Lead, Account Management (CL)
Risk Strategies, Ohio City, Ohio, United States, 45874
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 needsDrive 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 teamsResponsible 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 leadersImplement corporate level performance goals for service professionals that will be developed by the COO and RCSDDrive a culture of accountability and collaboration, where great performance is recognizedWork with RCSD and Regional Commercial Lines Leader to integrate the CL service teams and business of acquired firmsWork directly with Select Leadership to transition local accounts into the Select TeamWorkload Management:
Responsible for the workload management of the larger team within their scopeWork 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 teamBacklog review includes open items, pending items, outstanding policy/endorsement/audit checkingOperational Efficiency:
Streamline departmental processes to enhance operational efficiency and productivityEstablishes and promotes consistent workflows, use of automation, & business processesDefines and manages the role of key vendors that are critical for supporting staff & servicing clientsDrive advanced and efficient use of systems and technologyCompliance and Regulatory Oversight:
Ensure that the local Commercial Lines operates in compliance with industry regulations and company standardsStay updated on changes in regulations and implement necessary adjustmentsQuality Assurance:
Work with the local Client Service Leasers to ensure they are conducting scheduled QA auditsWork with local leadership to create corrective action plans to address deficiencies identified during QA audits or in the case of an E&O claim.Local and Regional Collaboration:
Work with Client Service Leaders throughout the region to create a Regional Client Service communityParticipate as active member of the local and regional CL Leadership TeamHR Collaboration:
Responsible for communicating workforce needs to the RCSD and HRUnderstanding current workload and expense management in hiringWork with Talent Acquisition to recruit, retain and develop top Client Service talentEstablish a reliable talent acquisition pipeline that will strengthen our client service team over timeFinancial and Accounting Responsibilities:
Work with Accounting and Billing to drive discipline around client invoicing and aged receivablesGenerate and analyze reports to track departmental performance and KPI'sUnderstand budget for the local CL service team and monitor financial performance in conjunction with RCLL and RCSLIdentify & implement cost-effective strategies to enhance profitabilityCarrier & 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 marketsHelp the region manage our "Fewer and Stronger" carrier consolidation strategy which includes utilization of PanelsRequired Skills & Experience
7+ Years of experience in a Property & Casualty brokerage environmentDeep technical knowledge of Property & Casualty businessAbility to lead and manage in an environment of changeKnowledge of loss sensitive, alternative risk transfer, & self-insured retentions programs
Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at Risk Strategies by visiting our careers page: www.risk-strategies.com/careers.
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 needsDrive 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 teamsResponsible 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 leadersImplement corporate level performance goals for service professionals that will be developed by the COO and RCSDDrive a culture of accountability and collaboration, where great performance is recognizedWork with RCSD and Regional Commercial Lines Leader to integrate the CL service teams and business of acquired firmsWork directly with Select Leadership to transition local accounts into the Select TeamWorkload Management:
Responsible for the workload management of the larger team within their scopeWork 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 teamBacklog review includes open items, pending items, outstanding policy/endorsement/audit checkingOperational Efficiency:
Streamline departmental processes to enhance operational efficiency and productivityEstablishes and promotes consistent workflows, use of automation, & business processesDefines and manages the role of key vendors that are critical for supporting staff & servicing clientsDrive advanced and efficient use of systems and technologyCompliance and Regulatory Oversight:
Ensure that the local Commercial Lines operates in compliance with industry regulations and company standardsStay updated on changes in regulations and implement necessary adjustmentsQuality Assurance:
Work with the local Client Service Leasers to ensure they are conducting scheduled QA auditsWork with local leadership to create corrective action plans to address deficiencies identified during QA audits or in the case of an E&O claim.Local and Regional Collaboration:
Work with Client Service Leaders throughout the region to create a Regional Client Service communityParticipate as active member of the local and regional CL Leadership TeamHR Collaboration:
Responsible for communicating workforce needs to the RCSD and HRUnderstanding current workload and expense management in hiringWork with Talent Acquisition to recruit, retain and develop top Client Service talentEstablish a reliable talent acquisition pipeline that will strengthen our client service team over timeFinancial and Accounting Responsibilities:
Work with Accounting and Billing to drive discipline around client invoicing and aged receivablesGenerate and analyze reports to track departmental performance and KPI'sUnderstand budget for the local CL service team and monitor financial performance in conjunction with RCLL and RCSLIdentify & implement cost-effective strategies to enhance profitabilityCarrier & 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 marketsHelp the region manage our "Fewer and Stronger" carrier consolidation strategy which includes utilization of PanelsRequired Skills & Experience
7+ Years of experience in a Property & Casualty brokerage environmentDeep technical knowledge of Property & Casualty businessAbility to lead and manage in an environment of changeKnowledge of loss sensitive, alternative risk transfer, & self-insured retentions programs
Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at Risk Strategies by visiting our careers page: www.risk-strategies.com/careers.