Description Position Summary The Private Client Account Executive, Local Service Manager leads client strategy and service on the largest and most complex World Private Client Group (WPGC) clients across the company. The Private Client Account Executive, Local Service Manager creates multiple opportunities to engage and diagnose needs proactively and determines strategic direction to meet the customer's evolving needs and selling all of World.
Additionally supports the Division Service Leader and Unit Leaders with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & broking support. This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.
Primary Responsibilities 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
- Management of new and replacement hire requests
- 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
- Unit Leader & Producer collaboration
- 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
- Implements the standard team structure designed to provide clients with dedicated lead and support colleagues
- 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
Colleague Development
- Motivates, develops, and leads a high-performance team
- Drives an evaluation review cadence of colleague competencies and skills to ensure alignment with the proper roles and responsibilities
- Identifies colleague professional development opportunities and provides coaching, mentorship, and experiential stretch assignments
- Supports recruiting protocols and interview tools designed to attract and retain top talent
- Ensures all new and existing colleagues receive and attend training while reinforcing key messages
- Promotes Diversity and Inclusion and colleague mentorship
- Leads change management initiatives
- Participates as a subject matter expert in the advancement and implementation of new processes and technology
Broking Support
- Remains current with industry developments regarding products and services
- 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
- Works closely with carrier's underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilities
- Oversees broking process to ensure it meets quality, timeliness, and consistency standards
- Drives connection with line of business and industry broking specialists
- Ensures broking teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
- Leads broking projects
- Ensures broking timelines are included in client service plans and adherence to the established marketing protocols
Account Management
- Manages a book of business comprised of high net worth clients
- Responsible for acting as the primary contact between clients and trading partners and retaining clients through customer service which includes open, timely, and clear communication channels with clients, producers, and internal partners.
- Development, oversight, and coordination of client strategy, broking, and service plans
- Provide technical expertise in analyzing client needs, coverage forms, quotations, and value-added services
- Prepare submissions to carriers including applications, loss analysis and other relevant information following World's professional standards while coordinating with Broking Specialists and responding to questions during the broking process
- Analyze quotations and coverage comparisons for proper coverages, terms and conditions
- Prepare final client Proposals incorporating program recommendations
- Lead client meetings and provide strategic guidance in conjunction with or independently from the Producer. Occasional outside service visits may be required
- Oversight of timely delivery of confirmation of coverage, policies, endorsements, and audits as applicable
- Identify problems, summarize, and develop strategic solutions with the client by incorporating the company's culture and values in our recommended strategic solutions
- As needed, prepare reports including yet not limited to open items, reporting forms, stewardship, etc.
- Provide daily consultation to clients including, guidance on submitting first reports of claims, contract review, policy changes, and available World products, services, and resources
- Direct work of Associate Account Managers and Shared Services
- Maintain a high degree of accuracy in agency management systems and adherence to workflows and professional standards
- Document and process cancellations and non-renewals
Position Specific Skills/Qualifications Work Experience - 7+ years' experience in Personal Property & Casualty
Professional Licenses/Certifications - Must hold state Property & Casualty Insurance License
Essential Skills/Competencies - Strong functional knowledge of MS Office products, Word and Excel - specific to creating, formatting, and evaluating formulas and working within templates.
- Understands new technology platforms quickly
- Skilled in agency management systems and Carrier sites.
- Has knowledge of High Net Worth or loss sensitive program design and coverage forms. Able to deliver value added services including claims review, loss control coordination, stewardship reports, and other ad-hoc reports as needed.
- Establishes and maintains effective relationships with clients, co-workers, and underwriters and gains their trust and support.
- Strong written, oral, and interpersonal communication skills. Provides optimal work output.
- Extremely organized. Meets deadlines. Coaches' others in deliverables. Able to bring these skills together in a fast-paced environment with accuracy and attention to detail.
- Able to assess a problem that involves analysis of a wide spectrum of issues that may be ambiguous and unique, of which creative and innovative solutions are consistently required.
- Applies expertise and core competencies gathered from previous client engagements and industry trends to solve problems.
- Able to create strategies to solve unique problems that have a broad impact on the client's business. Translates operational/strategic decisions into specific, measurable outcomes.
- Brings together resources and cross-functional expertise to ensure a comprehensive solution.
- Creates client solutions utilizing technology platforms while driving effectiveness and efficiency.
Education - Highschool diploma or equivalent
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.
