JOB TITLE: Client Services Manager, BI

JOB TYPE: FLSA Exempt

REPORTS TO: VP of Client Services

SUMMARY: The Client Services Manager is a vital part of the management team of Marsh & McLennan Agency-Southwest.  This position is primarily responsible for directing and managing the service team of a dynamic and growing agency. Assists in the production of new business, and supports the operation of the business and its sales and retention goals.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Day-to-day management of service teamAccomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.Writes and delivers all performance reviews and handles any disciplinary issues with teamEvaluates service needs and structure to ensure client’s expectations are being metManages all processes related to the service teamReviews individual audit results for Best PracticesMakes certain that all client data is maintained in agency CRMMonitors workflow of service team and restructure and/or realign or adds to staff as necessarySupports new business and account retention goals by assisting with new account development and retention, and by establishing and maintaining superior service standardsEnsures prompt resolution of all client service and plan administration issues and questionsConducts monthly service team meetingsActs as service liaison with carriers and vendors – coordinates carrier and other vendor trainings to ensure team is kept up to dateStays abreast of industry, product, and legislative changes, and marketplace trendsOngoing maintenance and training for agency CRM and other technologyManages phone coveragePlans, develops and implements strategy for staff training and developmentCollaborates with BI Leaders in the Region to develop efficiencies and introduce changes at a local levelAssist producers with monthly reports and service level issues

REQUIREMENTS:

Exceptional knowledge of Business Insurance products, alternate funding methods, markets, and underwriting processesUnderstands State and Federal legislation relating to Business Insurance.Self-directed with strong negotiating, organizational, decision-making, and time management SkillsAdept at leading and influencing employees by motivating, developing and directing teams and individualsAbility to clearly communicate, verbally and in writing.Strong presentation, written, and verbal communication skillsAbility to professionally interact with all staff and management members, carrier representatives, vendors, and prospects/clientsFits with company cultureCollege degree preferred or equivalent experienceMinimum of five years’ experience working with employee Business Insurance products for small to mid-sized to large group clientsMinimum of three years of management experienceCurrent required state license

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers. 

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