GENERAL DESCRIPTION (SUMMARY, SCOPE, PURPOSE)This position leads and manages the operational functions and development of the Commercial Lines department for the assigned locations. Oversees the day-to-day functions of the department and assists with the operational, non-sales running of the department by performing the duties below:
ESSENTIAL DUTIES AND RESPONSIBILITIES- Meets regional Operational standards as outlined by HUB Florida and Hub Corporate
- Manages Commercial Lines service employees and functions within the department
- Will manage the service of a book of business directly and will have direct revenue responsibility
- Champions communication of goals, vision, and procedures developed by the leadership teams
- Manages office environment and champions the creation and continuation of a culture of teamwork
- Works with Operational Team Leaders, Accounting, Human Resources, and others to manage employees and implement regional projects and directives
- Actively participates in the hiring process and new hire onboarding process
- Trains employees on duties, expectations, standards, policies and audits and reviews these areas regularly as set by standards; identifies/coordinates additional employee training and development as needed
- Immediately and effectively addresses and resolves employee performance concerns utilizing Regional Human Resources and Operations resources as necessary
- Directs employee workflow, workload and overall performance in accordance with Regional standards
- Provides feedback to management and employees about service structure to improve performance and productivity
- Coordinates time off within department to ensure service level and appropriate reporting of time off
- Assures service standards are being met utilizing the audit and review process
- Assures client service standards are being met
- Creates and recommends new standards and any specialized processes or standards based on business needs
- Assists in monitoring expenses and adherence to budget numbers for location and department
- Conducts annual performance reviews for direct reports
- Answers clients/employees questions in a timely manner
- Answers phone inquiries and addresses problems
- May manage other local office responsibilities as needed
- Other duties as assigned
WORK EXPERIENCE REQUIREMENTS- Ten years of experience in account/client management
- Experience leading and managing a staff of Commercial Lines service associates (client managers, account executives, technical analysts)
- Competent and accelerated use of standard office tools/software (e.g. MS Office) is also expected
- Excellent written and oral communication skills
- Strong ability to listen, discern, prioritize, and negotiate with clients and insurance carrier representatives based on a deep understanding of relevant issues
- Ability to evaluate and make decisions, critical thinking, recognize potential hazards and observe appropriate precautions, understand and remember detailed instructions
EDUCATION REQUIREMENTSLICENSING OR CERTIFICATION REQUIREMENTS- Property and Casualty 2-20 License
- Advanced professional designation highly desirable (e.g. AAI, ARM, CIC, CPCU, CEBS, GBA, RHU, REBC)
Department Account Management & Service
Required Experience: 5-7 years of relevant experience
Required Travel: Negligible
Required Education: High school or equivalent
