Client Services Manager - Employee Benefits

*THIS IS A HYBRID ROLE IN OFFICE 4 DAYS A WEEK*

SUMMARY 

Manages a team of brokerage services staff responsible for working with the account team in processing client insurance renewals, conducting and analyzing marketing, preparing financial summaries and providing general technical support for assigned accounts.  Continuously monitors the team's work load to ensure required service volume and quality levels are attained.  Provide team leadership in the areas of training and process improvement to support ongoing regional and national strategic initiatives. Trains and coaches staff in standard policies, procedures, and best practices.  Identifies opportunities for operational improvements and implements solutions.  Monitors staff performance and has responsibility for hiring and performance appraisal.

ESSENTIAL DUTIES AND RESPONSIBILITIES  

•    Partners with service team leadership to identify and execute process and communication improvements and enhancements.

•    Manages brokerage service staff including; motivating/mentoring staff, employee development, conducting performance reviews and performing disciplinary action as appropriate.

•    Allocates team resources and monitors deliverables to ensure client needs are met successfully and in a timely fashion.

•    Partners with management and service team leadership in assessing workflow analysis and problem solving.

•    Develops and implements consistent work flows and procedures including corresponding measurement tools with an emphasis on workload re-balancing and best practices.

•    Responsible for oversight and leadership of staff training initiatives; effectiveness of training material; identification of subject matter experts to deliver training.

•    Partners with Operational leadership to assess performance goals and objectives with an emphasis on achieving optimum results.

•    Ensures that appropriate measurement tools are in place to effectively manage workflows and individual results as well as monitors/tracks staff compliance of corporate initiatives (i.e. procedure manual coursework, etc.);

•    Partners with management to identify and develop training.

•    Tracks and analyzes financial performance of certain strategic initiatives.

•    Performs analysis and assists on special projects as requested by management.

•    Partners with Human Resources to ensure compliance with employment law and consistent organizational practices.

•    Assesses personnel/staffing needs, prepares personnel requisitions and assists with recruiting interviews.

•    Schedules and facilitates regular staff meetings.

•    Assist with creation of presentations for Operational leadership for internal and external meetings.

•    Other duties as assigned.

•    Perform all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.

•    Performs other duties as assigned

QUALIFICATIONS 

EDUCATION / EXPERIENCE 

Bachelor's Degree or equivalent combination of education and experience

Three (3) or more years experience in a brokerage services role

Three (3) or more years experience working at a senior or team lead level

Three (3) or more years underwriting experience

Valid Insurance License  

SKILLS

Advanced knowledge of employee benefit insurance plans, renewal process, health & welfare program administration and current industry trends

Knowledge of basic underwriting concepts and principles

Proficient in Microsoft Office products

Skill in talent management through motivating, developing, and directing employee work performance

Skill in managing one’s own time and the time of others

Excellent oral and written communication skills

Ability to recognize, analyze, and solve a variety of problems

Ability to work within a team and to foster teamwork

Ability to develop objectives, evaluate effectiveness, and assess needs

Ability to review carrier and vendor contracts

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