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 team

· Accomplishes 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 team

· Evaluates service needs and structure to ensure client’s expectations are being met

· Manages all processes related to the service team

· Makes certain that all client data is maintained in agency CRM

· Directs Claims Assist and Eligibility Assist as well as manage the personnel associated with these services

· Monitors workflow of service team and restructure and/or realign or adds to staff as necessary

· Manages RFP and proposal process ensuring that materials are up to date

· Supports new business and account retention goals by assisting with new account development and retention, and by establishing and maintaining superior service standards

· Ensures prompt resolution of all client service and plan administration issues and questions

· Attends larger prospect and/or client meetings

· Conducts monthly service team meetings

· Acts as service liaison with carriers and vendors – coordinates carrier and other vendor trainings to ensure team is kept up to date

· Stays abreast of industry, product, and legislative changes, and marketplace trends

· Ongoing maintenance and training for agency CRM and other technology

· Manages phone coverage

· Plans, develops and implements strategy for staff training and development

· Helps develop and maintain service team budget

REQUIREMENTS:

· Exceptional knowledge of Business Insurance products, alternate funding methods, markets, and underwriting processes

· Understands State and Federal legislation relating to Business Insurance.

· Self-directed with strong negotiating, organizational, decision-making, and time management Skills

· Adept at leading and influencing employees by motivating, developing and directing teams and individuals

· Ability to clearly communicate, verbally and in writing.

· Strong presentation, written, and verbal communication skills

· Ability to professionally interact with all staff and management members, carrier representatives, vendors, and prospects/clients

· Fits with company culture

· College degree preferred or equivalent experience

· Minimum of five years’ experience working with employee Business Insurance products for small to mid-sized to large group clients

· Minimum of three years of management experience

· Current 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.