SVP, P&C Practice Service Leader

As the Vice President of Client Services, you will play a pivotal role in driving the strategic direction and growth of our commercial insurance division. This individual manages and improves processes to ensure that clients benefit from the firm's value proposition. The VP of Client Services plays an exciting and pivotal role within the organization, leading our efforts in ensuring the highest level of satisfaction, service and support for our clients. The role is instrumental in defining and implementing client service strategies, ensuring clients needs are met and driving client retention and growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Collaborate with executive leadership regional leadership to align commercial insurance goals with overall company objectives.
• Develop workflows and processes for delivery of client services at consistently high levels ensuring client retention and overall growth.
• Establish and communicate service metrics, monitor and analyze results and implement appropriate changes.
• Identify any existing gaps in client service processes and procedures, recommend and document solutions to increase efficiency and optimize delivery of client services.
• Lead, mentor and develop the client service team, ensuring they are all aligned with the agency's client-focused strategies and goals.
• Prepare and report on department's annual budget (headcount plan, expenditures associated with marketing and client outreach). Manage expenses to an established budget/plan.
• Enhance the efficiency and quality of service delivery through effective coordination and communication across disciplines and departments.
• Communicate the agency's service offerings, value-added services and values to prospective and existing clients, consultants and future workforce.
• Provide engagement oversight, including developing knowledge of client environment, providing point of contact for both client and onsite team members, upholding an advisory role to clients, and ensuring client expectations are met, if not exceeded.
• Conduct engagement supervision by gaining an in-depth understanding of the client's business, serving as a liaison for clients and onsite staff, offering consultative advice to clients, and making certain that client expectations are fulfilled or surpassed.
• Assist assisting in the recruitment and retention of our service team. Meet regularly with assigned service team to understand and act upon engagement challenges/obstacles as needed, while providing oversight, direction and development opportunities to the team.
• Convene routinely with your designated service team to address and resolve engagement issues as necessary, offering guidance, instruction, and opportunities for team growth.
• Participate in practice development by attending team meetings, market and account strategy meetings, pipeline and recruitment meetings/discussions.
• Participate in industry meetings, providing subject matter expertise.
• Meet or exceed performance goals for client and employee satisfaction and retention, as well as revenue generation.
• Ensure a balance of workloads amongst staff and make adjustments as necessary.
• Monitor and assess client satisfaction through surveys or feedback mechanisms. Take proactive steps to address concerns or issues and continuously improve service quality.
• Stay informed regarding insurance technical knowledge, market trends, agency automation, company information and other operational items.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all training requirements in a timely manner

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education, Training and Requirements:

• Bachelor's degree required
• All applicants must be 18 years of age or older

Professional Certifications/Licenses:

• Property/Casualty License required
• CIC, CPCU or equivalent experience preferred

Experience/Skills:

• Minimum ten (10) years of professional experience with proven track record of leadership and strategic planning.
• Management and leadership experience with a proven track record of driving performance of others and developing up and coming leaders.
• Demonstrated ability to build and sustain long-term relationships with professional network, and engaging C-level professionals and their teams.
• In-depth knowledge of commercial insurance products, underwriting and risk management.
• Demonstrated entrepreneurial attitude for working in and building the agency's established and growing practice. Ability to self-start, self-motivate and work independently.
• Strong professional acumen and communication skills, with experience interacting with executives and their teams.
• Strong ability to multitask, follow-up and prioritize workload.