Monitors overall client satisfaction and ensures appropriate level of service delivery. Oversees the Client Advisory process and monitors adherence to procedures and guidelines.
Develops service strategies to ensure client's needs and expectations are met.
Participates in Client Advisory review process and meetings for large clients.
Assists in resolving complex client or underwriting issues.
Assigns clients to appropriate Client Advisors based on set standards, client complexity, and skills and experience of individual.
Adopts practices to improve quality and consistency in the client experience.
Drives focus on a customer-focused sales and servicing environment.
Sets referral, new business and cross-selling goals for Client Advisors and monitors achievement of these goals.
Directly manages the Client Advisors and Insurance Assistant within the office.
Identifies and evaluates potential new hires.
Responsible for the training and onboarding of new employees.
Responsible for the overall growth and development of the employees.
Sets goals for staff and provides feedback and coaching on a regular basis.
Conducts performance reviews on an annual basis and administers salary changes for the staff.
Ensures that staff attends appropriate training in order to expand their skills and knowledge of relevant services, products, systems and processes.
Ensures staff utilizes Applied and that all professional standards and guidelines are being met.
Shares relevant information with the staff to ensure goal achievement and uses Applied reports to monitor progress towards goals.
Direct involvement in day to day matters through observance and maintaining accessibility for staff.
At least six years of high level client service and management experience in a related industry. Personal lines insurance experience strongly preferred.
Knowledge of insurance products and industry a plus.
Holds appropriate P&C license.
Bachelor's degree strongly preferred.
Must be highly proficient in the use of personal computers and supporting software in a Windows based environment, including MS Office products.
Experience managing carrier relationships required.
Demonstrated management experience required, with a focus on goal setting and coaching.
Exhibits proven leadership skills
Effective written and verbal communication skills, including the ability to communicate with remote locations, external clients, and carriers.
Proven time management skills are necessary. Must demonstrate strong organizational skills with a proven ability to manage multiple priorities.
Must deliver timely and accurate work products with a customer service focus, and respond with a sense of urgency as required.
Demonstrated ability to function effectively as a team-oriented self-starter in a high visibility client environment.
Proven ability to exercise sound judgment and strong problem solving skills.
Demonstrated ability to deliver highly technical information to less technical individuals
Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development.
Proven ability to influence without authority.
Must exemplify the highest standards of this profession.
Must be able to share own professional insights, expertise, and knowledge to develop critical thinking across the business.
The successful candidate will exemplify Marsh’s IGNITE Operating Principles, the behaviors that guide our conduct and growth - In Touch: Get out in front by being informed and being connected; Genuine: Be authentic with clients and each other; Nimble: Be flexible and move quickly to deliver quality results; Inclusive: Be open to diverse ideas, experiences and backgrounds; Trusted: Stand for integrity and ethical behavior; and Engaged: Actively participate in making Marsh extraordinary.
Marsh & McLennan Companies and its Affiliates
are equal opportunity employers
Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and...