Client Service Director 2 Locations

Company:

Description:

About Marsh McLennan Agency Midwest
Marsh McLennan Agency’s Midwest Region is a full-service brokerage providing business insurance, employee benefits, private client insurance, and retirement services to businesses and individuals across the country. MMA Midwest  is consistently recognized as a top workplace, attracting and retaining its insurance talent by rewarding expertise and investing in career development. Colleagues enjoy an award-winning culture that fosters a highly productive and results-driven working environment.

The Client Services Director (CSD) is the compass providing direction to a service team in the delivery our client service platform. They help team members navigate through situations to find the best solutions and create measurable value for our clients in a creative and efficient manner. Working directly with the team’s Practice Leader, the CSD assists in setting team goals related to sales and growth strategy, service platform execution, innovations and services, and continual process improvement. The CSD energetically spearheads and supports various annual projects and initiatives set forward to improve agency operations or service platforms. They serve as an active member of our key manager group and sets an example for others by living and breathing all aspects of MMA Midwest’s DNA, Best & Brightest and long-term vision.

Vision and Strategy

• Works with practice leader to define and drive team vision and strategic and operational goals and drive associated project plans to successful completion

• Designs and executes projects, goals and other initiatives within context of our overall vision and strategy

• Communicates and understands company’s vision, core passion, value propositions and culture to reinforce decisions, processes and roles within that context

• Serves as a member of the key management team by utilizing best practices and new ideas with others in the agency; shares ideas to maintain consistency across similar teams
   

Thought Leadership

• Operates as the agency technical expert in the area of client service platform advocacy services

• Serves as a client service platform knowledge specialist directly with clients or as resource for the team

• Advocate for our clients’ interests

• Is deeply and broadly involved in the industry through participation in external associations and events; forming and growing relationships with insurance carriers and service vendors; and understanding the capabilities of our competitors

• Provides leadership for the team through effective communication, coaching, training and development

• Manages staff through workload, annual goals and ensures the team remains within expense parameters

• Manages and directs the execution of the service plan through service team

• Meets or exceeds established client service platform department performance metrics as designated by Senior Vice President, Client Services

• Exhibits and promotes positive team and corporate culture
   

Build an Effective Team

• Fosters innovative thinking and encourages team members to put forth and participate in new ideas to improve the team and the company

• Fosters working relationships among team members and others that demonstrate our best and brightest characteristics

• Recruits and hires new team members with appropriate skills, experience, traits and competencies by following MMA Midwest’s hiring and interviewing best practices

• Monitors staff workloads and determines appropriate assignment of responsibility

• Communicates with team members through regular meetings following MMA Midwest’s best practices, including information on company updates, team performance, and other information relevant to their roles

• Consistently uses the tools and follows best practices in our manager toolkit
   

Develop and Manage Direct Reports

• Executes onboarding process, oversees training and education and introduces to team members to ensure a smooth transition for new employees; assigns mentors and coordinates on-the-job learning as necessary

• Provides methods and resources in a coaching style manner to empower direct reports to find independent solutions

• Follows performance management process with direct reports on schedule, including individualized business and development goals developed in collaboration with each employee; fosters open communication on performance and accountability standards throughout the year

• Leads team members to achieving specific goals and objectives

• Appreciates individual accomplishments by utilizing recognition practices in a personalized way for each employee; share team success broadly and asks others to recognize as appropriate
   

Execution of Client Service

• Inspires team members to provide remarkable service to clients, by building personalized relationships, understanding our clients’ business and industry, and seeking new ways to solve their problems

• Ensures team members understand the reasons we leverage procedures to improve efficiency, consistently executes our service platform, empowers measurable results, protects information and maintains professional service standards

• Drives consistency through service team in the completion of client service workflows and coaches staff to appropriately engage internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution

• Coaches Producers and Account Executives on developing and maintaining productive working relationships with service team members

• Encourages feedback to improve processes and efficiencies and enhance our client service platform

• Develops and maintains team members’ knowledge of insurance carrier products and appetite, market trends, and solutions for client industry niches served by the team

• Manages the implementation of the client service platform across all clients

• Obtains client feedback to improve service offerings and delivery, recommending changes through appropriate channels

• Demonstrates decision-making ability that considers multiple perspectives, possible consequences, and engages other stakeholders appropriately

Required

• Upon hire, Producers License for Fire/Casualty or Life/Health, as appropriate for role

• 4+ years of experience at the Account Manager or comparable level within an insurance agency

• Previous management experience
   

Preferred

• BS/BA in business, management or related field

• CPCU, CEBE, ARM or other professional designation

A Great Place to Work. A Great Place to Perk.

Recognized for workplace culture by the likes of Fortune Magazine, The Chicago Tribune and more, our colleagues enjoy an environment that fosters creativity as well as individual and organizational growth. A small sampling of the benefits our colleagues enjoy include:

• Medical, dental, vision, 401K benefits and more

• The flexibility to work at home or an office

• A paid day off to volunteer and company-organized volunteer events

• Up to $1,000 per year in matching charitable donations

• Up to $750 per year in wellness rewards

• A company-wide mentality that you can never appreciate your co-workers too much
   

Who You Are is Who We Are

MMA Midwest has created an award-winning culture largely due to meeting our colleagues where they are, celebrating their differences and building an inclusive environment. We challenge ourselves to create a workplace where our colleagues feel not only welcomed, but feel they belong; where we not only embrace diverse perspectives and opinions but seek them out; and where we ask not how a colleague fits our culture, but what they add to it.
 

Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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