Client Services Vice President
- Manages a multi-layered team, typically consisting of up to 15 Client Services staff.
- Incumbent(s) have little to no personal Client Services book of responsibilities, with the exception of production on renewals and/or extension of service offerings.
- Makes demonstrated effort to interact with all clients under management responsibility, including in-person visits for the largest revenue clients at least once annually.
- Defines priorities for entire team.
- Proactively supports team members in overcoming most challenging client situations.
- Demonstrates ability to see larger systemic issues rather than just those issues affecting individual clients.
- Ensures team members identify key individuals within client organizations for client, program and company success.
- Often demonstrates ability to extend own relationships with senior levels (e.g., risk management leadership, executives of company) and identifies/provides opportunities for more senior company leaders to engage in high-gain client interactions.
- Ensures consistent Client Services staff and managerial level engagement with clients (calls, in-person visits, etc.).
- Understands client goals and ensures high quality service plans among team members.
- Engages clients on recurring basis to ensure satisfaction with company service and results against client goals, using established guidelines.
- Captures and shares results with senior team leaders and tracks progress over time (year-to-year).
- Can identify potential exposures across industries.
- Has robust understanding of how cost of risk impacts clients financial statements and unique attributes, which may hinder solutions (e.g., jurisdictional challenges, union workforces, remote locations, etc.).
- Requires a robust understanding of industry products and services, and able to work with team members to identify where/when these apply as potential client solutions.
- Develops and recommends customized solutions for clients assigned to their team, to drive value. Qualifications: Required:
- Bachelor's degree and 6 years related experience.
- Insurance license required.
- Exceptional coaching, feedback and leadership skills.
- Travel as required.
- Partnering with Account Management team members frequently develops meaningful success stories which serve as basis for training, morale improvement and client referrals.
- Able to confidently convey situation, complication actions and results succinctly to others within the organization and to clients and prospects.
- Able to provide synthesized summaries to senior leadership within Account Management team.
- Focuses on what matters most, where there is risk and where senior management intervention may be required. Always gets his/her point across in interactions.
- Leads group meetings with confidence and poise.
- Makes clear the objective and purpose of discussions and can command the room under difficult/tense circumstances.
- Frequently provides value-added suggestions and approaches to make the team more successful.
- Always knows what matters most and engages supervisors on only the most complicated issues.
- Provides consistent, direct and often real-time feedback and coaching to team members.
- Is accessible by team members when they encounter roadblocks with their work.
- Selfless in support of client and team success.
- Understands where there is most value for client and company on all issues.
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