Description Position Summary
The Core Bu siness Market Service Manager supports the Core Business Solutions Director and local branch leadership with the implementation and monitoring of methods, processes, measurements, controls, and structures that drive profitable growth through operational effectiveness, efficiency and broking support. The Cor e Bus iness Market Service Manager oversees the client experience delivery model to ensure it meets quality, timeliness, and consistency standards. This position will directly lead a team of client service teams consisting of Client Managers and Client Service Representatives who are responsible for the retention and renewal cycle of assigned small commercial business with responsibility for Personal Lines client service operations expected to be incorporated as the organization grows.
Primary Responsibilities
Team Leadership & Colleague Development
- Lead and develop a high-performing team through effective hiring, staffing, workload management, performance coaching, succession planning, and career development to achieve business objectives and service standards.
- Oversee team operations, including workload distribution, attendance management, and approval of time-off requests to maintain productivity and service levels.
- Drive colleague engagement and organizational effectiveness by fostering an inclusive culture, promoting mentorship, conducting performance and talent reviews, and supporting employee growth and advancement.
- Serve as a subject matter expert and change leader by supporting the implementation of operational improvements, new processes, technologies, and best practices that enhance team performance and client outcomes.
Strategy, Business, & Financial Support
- Develops relationships with leadership and key stakeholders ensuring the proper points of connection are consistently established
- Drives utilization of KPIs to measure and report results
- Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
- Provides updates on operations performance and key initiatives during regular meeting cadence
- Ensures colleague objectives are cascaded
- Fosters a collaborative and accountable environment
- Ensures timely billing and cash collections
- Ensures key data elements are properly maintained
Client Experience
- Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
- Ensures client service teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
- Establishes and/or manages an internal new business and renewal planning cadence
- Drives the development and implementation of consistent roles and responsibilities across all locations and functions
- Acts as liaison with the shared services team and works to build a one team culture across all functions
- Ensures the delivery of Client Service Plans and adherence to the established scope of services
- Establishes and drives a client at risk identification process
Broking Support
- Works closely with carrier's underwriting staff, and intermediaries, to promote effective placement of p ersonal and commercial products and capabilities
- Maintains knowledge of personnel changes at carriers and intermediaries, and ensures colleagues are informed in a timely manner to ensure the organization operates with ambitious initiative and innovation
- Drives connection with line of business and industry broking specialist
- Oversees broking process to ensure it meets quality, timeliness, and consistency standards
- Ensures broking timelines are included in client service plans and adherence to the established marketing protocols
- Remains current with industry developments regarding products and services
Account Management
- Serves as the technical advisor and escalation point for complex coverage, placement, and client service matters.
- Leads strategic client meetings, stewardship reviews, and renewal discussions, providing consultative guidance and subject matter expertise.
- Reviews and advises on coverage recommendations, program structures, carrier quotations, and client deliverables to ensure quality and consistency.
- Supports the resolution of complex client issues and develops solutions that strengthen client relationships and business outcomes.
- Ensures adherence to service standards, workflows, compliance requirements, and professional excellence standards.
Position Specific Skills/Qualifications
- 10+ years experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages with knowledge of both guaranteed cost and loss sensitive program designs
- Must hold state Property & Casualty insurance license
- Maintain effective relationships with clients, co-workers, and trading partners. Ability to work in a team environment
- Keep informed regarding industry information, new product information, coverage and technology to continuously improve knowledge and performance
- Strong written, oral, and interpersonal communication skills
- Strong functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be proficient in Excel, Word, and other MS Office products
- Strong problem solving and critical thinking skills
- Ability to carry out complex tasks with many concrete and abstract variables
- Ability to work in a fast-paced environment with minimal instruction and a high degree of accuracy and attention to detail.
Physical Demands & Working Conditions
Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally.
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