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Client Service Director
Hub International Ltd
Denver, CO, United States
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This is a supervisory position that leads and manages the operational functioning, growth, and development of the Mid-Market and Select Account Managers. As the Client Service Director, you will oversee the day-to-day functions of the department and assist with the operational and service functions of the department by performing the duties below.
In this role, you will:
• Meet operational standards outlined by HUB Colorado and HUB Corporate
• Manage sales support employees and functions within the commercial department
• Champion communication of goals, vision, and procedures developed by the leadership team
• Work with the Site Managers of Loveland, Pueblo, Grand Junction, and Colorado Springs to ensure continuity of off-site operations
• Manage office environment and champion a culture of teamwork
• Train employees on duties, expectations, standards, policies, and audits and review these areas regularly as set by standards
• Immediately and effectively address and resolve employee performance concerns utilizing Regional Human Resources and Commercial COO as necessary
• Direct employee workflow, workload, and overall performance for department
• Provide feedback to Commercial COO and Practice Leader about service structure to improve performance and productivity
• Identify and implement strategic initiatives to increase efficiencies and workflow in the department
• Coordinate time off within departments to ensure service level and appropriate reporting of time off
• Assure service standards are being met utilizing the audit and review process
• Assist in monitoring expenses and adherence to budget numbers for the departments
• Handle escalated customer service issues as needed
• Conduct annual performance reviews for all Account Managers
• Answer clients’ and employees’ questions in a timely manner
What you offer us:
• At least 7-10 years of experience in the insurance industry
• Prior Mid-Market Account Manager experience in an agency
• Prior supervisory experience in an agency
• High school diploma required, though Bachelor's degree preferred
• Exceptional project management skills (ability to establish, develop, implement, and execute operational and strategic plans)
• Ability to interface and work collaboratively with colleagues and management at various levels within an organization
• Strong ability to influence, create demand, and negotiate with internal and external clients
• Ability to think strategically and “outside-the-box,” while not being afraid to question and constructively challenge
• Ability to work at a fast pace and under pressure without comprising quality or service – successful experience managing demanding deadlines, changing requirements, and working with limited resources and information
• Effectiveness as a leader, working with all levels of the organization
• Accountability to deadlines and keeps other informed of work progress, timetables, and issues; addresses problems and issues constructively to find mutually acceptable and practical business solutions
• High level of professionalism, integrity, and trust at all times
• Proficiency in MS Office
• Strong knowledge of industry standards and regulations
• Property & Casualty Producer’s License
• Willingness to travel to the seven HUB offices throughout the state
What we offer you:
• A rewarding job that helps local businesses in the community
• Medical/dental/vision/life insurance, 401k matching program, Health Savings Account funding, and voluntary insurance options
• Generous time-off policies (Vacation + Personal/Sick/Floating Holidays)
• A work/life balance because that’s important for all of us
• Learn from the expertise of your coworkers
• Growth- HUB is growing, and so can your career
• Be part of a motivated team