AAA Mid-Atlantic - Cincinnati, OH
posted 3 days ago
About the position
We are looking for someone who will hire, train, and manage the Account Management/Client Services staff. This role involves developing workflows and processes for the delivery of client services at consistently high levels. The successful candidate will establish and communicate service metrics, monitor and analyze results, and implement appropriate changes. They will identify existing gaps in client service processes and procedures, recommend and document solutions to increase efficiency and optimize delivery of client services. Additionally, the candidate will provide reports on the department's annual budget, manage expenses to an established budget/plan, and enhance the efficiency and quality of service delivery through effective coordination and communication across disciplines and departments. The role also includes communicating the agency's service offerings, value-added services, and values to prospective and existing clients, consultants, and future workforce. The candidate will provide engagement oversight, ensuring the expectations of external clients and internal partnerships are met or exceeded, and will meet regularly with Account Management team members to understand and act upon engagement opportunities, challenges, and performance metrics. Furthermore, the candidate will provide ongoing oversight, direction, and development opportunities to the team, as well as coaching and a progressive disciplinary process. They will develop and maintain partnerships with internal colleagues to ensure the effectiveness and efficiency of the Account Management Team, leading to the overall success of the Agency. Participation in industry meetings and maintaining external relationships with brokers and company representatives is also expected. The candidate will meet or exceed performance goals for client and employee satisfaction and retention.
Responsibilities
- Hires, trains and manages the Account Management/Client Services staff.
- Develops workflows and processes for delivery of client services at consistently high levels.
- Establishes and communicates service metrics, monitors and analyzes results and implements appropriate changes.
- Identifies existing gaps in client service processes and procedures, recommends and documents solutions to increase efficiency and optimize delivery of client services.
- Provides reports on department's annual budget to leadership and manages expenses to an established budget/plan.
- Enhances the efficiency and quality of service delivery through effective coordination and communication across disciplines and departments.
- Communicates the agency's service offerings, value-added services and values to prospective and existing clients, consultants and future workforce.
- Provides engagement oversight, ensuring expectations of external clients and internal partnerships are met or exceeded.
- Meets regularly with Account Management team members to understand and act upon engagement opportunities, challenges/obstacles, and performance metrics.
- Provides ongoing oversight, direction and development opportunities to the team, as well as coaching and progressive disciplinary process.
- Develops and maintains partnerships with internal colleagues to ensure effectiveness and efficiency of Account Management Team leading to the overall success of the Agency.
- Participates in industry meetings, creates and maintains external relationships with brokers and company representatives.
- Meets or exceeds performance goals for client and employee satisfaction and retention.
Requirements
- Bachelor's degree preferred.
- 7 years of experience working in the insurance industry, ideally within a service capacity.
- 5+ years of management or supervisory experience.
- Active Property & Casualty insurance license.
- Proficiency in Microsoft Word, Excel, PowerPoint, Outlook.
Benefits
- A competitive salary, depending on experience.
- FREE AAA membership.
- 401(k) plan with company match up to 7%
- 3+ weeks of Paid Time Off
- 8 Paid Company Holidays
- Medical, Dental, Vision and Prescription coverage
- FREE Life Insurance.
