Regional Commercial Service Leader - Northeast
Description
The Opportunity:
This position is responsible for optimizing the quality of service to our clients for the assigned region and business unit by directing, mentoring, coaching, and developing service support professionals. The ultimate mission of this position is to develop a team of highly dedicated service professionals whose focus is to maximize the client experience, leading Hylant to become a fierce competitor in the assigned business unit.
In This Role You Will Execute On:
- Direct service team including leadership and guidance to service managers and team leaders in all talent functions including recruiting, hiring, training, career development, and performance management ensuring teams have the support and resources needed to meet or exceed client retention standards.
- Plan and manage operational policies and strategies and key performance indicators for the assigned region and business unit. Prepare and present cyclical statements, analyses, and operational reports.
- Drive operational excellence through the establishment and execution of service standards, process and workflow efficiencies, smart-sourcing initiatives, and system resources to optimize team effectiveness.
- Develop and manage relationships with key carrier and vendor contacts, liaising and collaborating with all internal stakeholders across the Hylant footprint. Manage or guide escalated issues as needed.
- Facilitate the evolution of the department’s professionalism, service platform, and work product, creating measurable service standards.
- Collaborate with other service leaders and corporate departments to develop and implement effective training programs aimed to increase service effectiveness.
- Oversee new client onboarding and existing client renewal processes. Establish audit workflows, map customer experience, identify obstacles and implement solutions for resolution and process improvement. Manage or guide escalated issues as needed.
- Oversee the adoption and development of standard agency management system processes. Track utilization and adoption to facilitate accurate management reports allowing visibility to ensure timelines are met and workload distribution is manageable.
- Serve as the assigned region and business unit’s service leadership liaison partnering with regional service leadership, corporate partners, and other stakeholders as necessary achieve optimal support resources utilization and drive operational efficiencies.
- Perform other duties and special projects as requested.
In This Role You Will Need:
- Bachelor’s degree plus a minimum of 10 years insurance brokerage or related experience in the assigned discipline (life and health or property & casualty).
- Previous related management experience required, experience managing supervisors or team leads preferred.
- Current insurance license in the assigned discipline.
- Competence with Microsoft Office Suite (Word, Outlook, Excel, and PowerPoint)
- Results-oriented with the ability to change priorities as needed.
- Detail oriented with excellent time management skills to prioritize work, organize and manage workflow to meet time sensitive deadlines and work efficiently under pressure.
- Ability and willingness to travel by car or airplane for meetings, conferences, or other business-related functions.
- Must be legally authorized to work in the United States.
Why Hylant?
A multi-year recipient of Best Places to Work in Insurance, Hylant is a full-service insurance brokerage with over 20 offices in eight states. And since the founding of our family-owned business over 85 years ago, we made a promise to strengthen and protect the businesses, employees and communities of our client family by embracing them as our own. We’re more than an insurance brokerage firm and you’re more than a client, employee or neighbor. You’re family. And that’s just the way we treat you.
Hylant is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, marital status, sex, age, color, religion, national origin, Veteran status, disability or any other characteristic protected by law. If you have a disability or special need that requires accommodation, please let us know. Hylant participates in E-Verify.
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