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Commercial Lines Manager
Hub International Ltd
Tampa, FL, United States
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The Commercial Lines Manager is a working manager and oversees an Account Management team. They are accountable for all aspects of the team’s performance (client experience, operational performance metrics, and employee experience). Working with team members, they ensure adoption and maintenance of standard workflows, achievement of service, and operational efficiency goals. Develop team members’ capabilities in account management and process improvement. In addition to being a team leader, Commercial Lines Managers have their own set of accounts. They ensure retention and growth of their assigned accounts through service excellence, account rounding, and cross-selling.
Commercial Lines Managers provide support by knowing all the processes and tasks performed by their team members so they can coach and relieve staff, fill in for absentees, or help staff who need additional coaching or are falling behind.
Essential Duties and Responsibilities
• Managing others
• Provide guidance on account management best practices by ensuring the “right level” of service is delivered depending on revenue, account size, complexity, and needs
• Facilitate daily huddles and rapid problem solving in a way that both engages staff while delivering the expected process performance
• Identify and address waste and problems in the work flows that are major contributors to performance issues in delivering against the process targets (Plan-Do-Check-Act)
• Use data to monitor process performance against targets and communicate results throughout the organization
• Collaborate with other Commercial Lines Manager, Client Service Managers, and local management, to improve the overall operations of the organization and coordinate improvement activities with Hub Process Owners
• Coach and develop the team members on a daily basis to achieve efficiency and service excellence targets; ensure new team members successfully on boarded.
• Plan daily, weekly, and monthly schedules / staffing for the team
• Role model the behaviors needed to execute change and lead the team through change as needed
• Managing accounts
• Understands clients’ business and insurance needs, and critically analyzes and compares insurance plans and HUB services to determine suitability for additional opportunities
• Lead resolution of escalated complex service issues between clients and insurance carriers that require policy interpretation and experience-based judgment to resolve
• Manages, organizes, and conducts client meetings in coordination with producer
• Leads all aspects of client service, marketing, and renewal of book of business
• Identifies opportunities for cross-sell and up-sell of other HUB products and services where appropriate
• Meets regional Operational standards as outlined by HUB Florida and Hub Corporate
• Actively participates in the hiring process and new hire onboarding process
• Provides recommendations for hiring
• Immediately and effectively addresses and resolves employee performance concerns utilizing Regional Human Resources and Operations resources as necessary
• Coordinates time off within department to ensure service level and appropriate reporting of time off
• Assists in monitoring expenses and adherence to budget numbers for location and department
• Conducts annual performance reviews for direct reports
• May manage other local office responsibilities as needed
Work Experience Requirements
• Minimum of 7- 10 years agency experience.
• Ability to critically analyze process and apply a process improvement lens
• Ability to effectively communicate, both written and verbally, to internal and external parties
• Strong negotiation and influence skills
• Exceptional service skills
• Strong written and communication skills
• Passion for coaching and developing talent
• Education Requirements
• Four-year college degree preferred
• Licensing or Certification Requirements, 220
• Advanced professional designation highly desirable
Qualifications
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.