Director of Commercial Lines Services

Job Description

Job DescriptionDescription:

Position Summary:

The Director of Commercial Lines Services at Starkweather & Shepley Insurance will play a critical role in ensuring the smooth operation and exceptional service delivery within the Commercial Lines department. This role will lead a team of service and support professionals, overseeing the execution of policies, client interactions, and collaboration with internal and external stakeholders.

This role strictly adheres to our Corporate Standards of Excellence and procedural guidelines spelled out in our Professional Procedure Manual.

Essential Job Functions:

1. Team Leadership:

• Directly manage and lead a team of Commercial Lines service and support staff.
• Foster a positive and collaborative team culture focused on excellence, efficiency, and client satisfaction.
• Provide guidance, coaching, and ongoing training to team members to enhance their skills and knowledge.

2. Client Relationship Management:

• Oversee the implementation and maintenance of client service standards to ensure high-quality interactions and client satisfaction.
• Act as a point of escalation for complex client issues, working towards prompt and effective resolutions..
• Collaborate with the Sales team to enhance client relationships and identify opportunities for account growth.

3. Operational Efficiency:

• Develop and implement streamlined processes and procedures to optimize workflow within the Commercial Lines department.
• Monitor and analyze service metrics to identify areas for improvement and implement corrective actions.
• Ensure compliance with industry regulations, company policies, and best practices.

4. Performance Metrics:

• Establish and monitor key performance indicators (KPIs) and performance objectives to evaluate the effectiveness and efficiency of the Commercial Lines service and support team.
• Regularly report on team performance and key metrics to the leadership team.
• Analyze service delivery relative to the size and complexity of the books of business, the number of producers supports and the overall service model in place

5. Staff Development:

• Conduct regular performance reviews and provide constructive feedback to team members.
• Identify training needs and facilitate professional development opportunities for the team.
• Foster a learning environment that encourages continuous improvement and growth.

6. Collaboration and Communication:

• Collaborate with other department managers and cross-functional teams to ensure a seamless customer experience.
• Communicate effectively with internal and external stakeholders, including clients, underwriters, and insurance carriers.

7. Resource Management:

• Evaluate and monitor staffing levels across Commercial Lines practices ensuring mid to large sized accounts have appropriate service team support.
• Collaborate with teams to assess resource needs and maintain balanced workloads across teams.

8. Growth Initiatives:

• Participate in planning and execution of strategic initiatives that enhance client retention and deepen relationships

9. Performs other duties as assigned.

Requirements:

Skills and Abilities:

1. Ability to read and analyze policy language for all lines of business.
2. Superior customer service, negotiation and problem-solving skills.
3. Strong interpersonal and communication skills.
4. Excellent sales and customer service skills with proven negotiation skills.
5. Fluent in MS Office Products.
6. Ability to utilize various software and websites.
7. Excellent organizational skills and attention to detail.
8. Follow through on all assigned tasks.
9. Ability to absorb and retain knowledge.
10. Ability to analyze data, identify trends, and make data-driven decisions.

Education and Experience Requirements:

1. Bachelor's degree in Business Administration, Insurance, or a related field.
2. Minimum of 10 years of experience in the insurance industry, with a focus on Commercial Lines.
3. Proven experience in a leadership or managerial role.
4. In-depth knowledge of commercial insurance products, policies, and procedures.
5. P&C Insurance Broker License preferred.
6. Relevant industry certifications (e.g., CIC, CPCU) are a plus.