SUMMARY: 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.
ESSENTIAL DUTIES & 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
Makes certain that all client data is maintained in agency CRM
Directs Claims Assist and Eligibility Assist as well as manage the personnel associated with these services
Monitors workflow of service team and restructure and/or realign or adds to staff as necessary
Manages RFP and proposal process ensuring that materials are up to date
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
Attends larger prospect and/or client meetings
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
Helps develop and maintain service team budget
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
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.
