Commercial Client Services Manager

About the position

The Client Services Manager is a vital part of the management team of Marsh & McLennan Agency-Southwest. This position is primarily responsible for directing and managing the service team of a dynamic and growing agency. Assists in the production of new business, and supports the operation of the business and its sales and retention goals.

Responsibilities

• Day-to-day management of service team
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Writes and delivers all performance reviews and handles any disciplinary issues with team
• Evaluates service needs and structure to ensure client's expectations are being met
• Manages all processes related to the service team
• Reviews individual audit results for Best Practices
• Makes certain that all client data is maintained in agency CRM
• Monitors workflow of service team and restructure and/or realign or adds to staff as necessary
• Supports new business and account retention goals by assisting with new account development and retention, and by establishing and maintaining superior service standards
• Ensures prompt resolution of all client service and plan administration issues and questions
• Conducts monthly service team meetings
• Acts as service liaison with carriers and vendors - coordinates carrier and other vendor trainings to ensure team is kept up to date
• Stays abreast of industry, product, and legislative changes, and marketplace trends
• Ongoing maintenance and training for agency CRM and other technology
• Manages phone coverage
• Plans, develops and implements strategy for staff training and development
• Collaborates with BI Leaders in the Region to develop efficiencies and introduce changes at a local level
• Assist producers with monthly reports and service level issues

Requirements

• Exceptional knowledge of Business Insurance products, alternate funding methods, markets, and underwriting processes
• Understands State and Federal legislation relating to Business Insurance
• Self-directed with strong negotiating, organizational, decision-making, and time management Skills
• Adept at leading and influencing employees by motivating, developing and directing teams and individuals
• Ability to clearly communicate, verbally and in writing
• Strong presentation, written, and verbal communication skills
• Ability to professionally interact with all staff and management members, carrier representatives, vendors, and prospects/clients
• Fits with company culture
• College degree preferred or equivalent experience
• Minimum of five years' experience working with employee Business Insurance products for small to mid-sized to large group clients
• Minimum of three years of management experience
• Current required state license

Benefits

• health and welfare
• tuition assistance
• 401K
• employee assistance program
• career mobility
• employee network groups
• volunteer opportunities