Client Services Manager

Join AmWINS Group where we work as one team, committed to collaboration, teamwork, and never settling for the status quo!

AmWINS is seeking an adaptable, driven, and detail-oriented Client Services Team (CST) Manager to join our CST Operations team. This role will oversee a team of Client Services Specialists, providing centralized support for our production teams. The CST manager is responsible for managing daily team activities, maintaining efficient workflows, fostering a culture of excellence, and driving operational efficiency. Additionally, the manager will oversee key performance indicators (KPIs), implement improvement strategies, handle escalations, and ensure continuous development within the team.

As part of our growing CST Operations Team, you’ll play a critical role in shaping processes and fostering a collaborative, team-oriented environment. Our ideal candidate should possess adaptability, drive, and attention to detail, ensuring effective leadership and continuous improvement within the team.  Strong communication, problem-solving, and organizational skills are essential for overseeing daily operations, analyzing performance metrics, and fostering a customer-focused environment.  Additionally, experience in team management, conflict resolution, and strategic planning will enable the candidate to lead a high-performing team and contribute to the achievement of organizational and team goals.

As a valued CST Manager with our firm, you will help to develop new and imaginative processes and procedures while performing in this role. This position requires on-the-job training that will provide a collaborative and exciting team-focused environment. Joining AmWINS as a team member with the CST Operations Team will offer the opportunity for advancement as the department grows swiftly beyond its initial stages.

Responsibilities

Team Leadership & Performance Management

• Lead a team of Client Services Specialists, ensuring timely work completion and exceptional customer experiences.
• Implement performance management strategies to drive team productivity and efficiency.
• Coach and support team members, helping them achieve individual and team objectives.
• Set clear expectations, monitor performance, and implement strategies to improve efficiency and achieve goals.
• Foster a positive and productive work environment.

Operational Efficiency:

• Review daily workflow, queues, and KPIs to ensure adherence to standard operating procedures.
• Utilize critical thinking and root cause analysis to provide solutions that meet business needs.
• Manage and evaluate performance metrics, identifying opportunities for improvement.
• Develop and promote best practices for team workflows, including metrics reporting, expectations setting, and meeting schedules.

Collaboration & Communication:

• Work with cross-functional teams to create and update standard operating procedures.
• Report performance issues to management and coordinate necessary actions.
• Schedule and coordinate meetings, including employee performance reviews.
• Collaborate with internal and external partners to address and resolve issues efficiently.

Recruitment & Team Development:

• Oversee recruitment and dismissal processes.
• Become a subject matter expert for your service area and continually develop team knowledge and expertise.
• Review and approve weekly timecards while monitoring schedule adherence.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• 2-5 years of experience in people management, with a proven track record in team leadership and operational oversight.
• Strong communication, critical thinking, and problem-solving skills.
• Demonstrated success in working with cross-functional teams and all levels of management.
• Ability to prioritize tasks and execute with high quality within stipulated timelines.
• Strong analytical skills with the ability to learn new systems and processes quickly.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and Microsoft 365 tools.

Equal Opportunity Policy: The acceptance of the requested information for consideration and referral of candidates will be without regard to a candidate’s race, creed, color, age, gender, marital status, veteran status, national origin, sexual orientation/identification/expression, disability status, or weight and will be based solely on the candidate’s qualifications for the position. We are an equal opportunity employer.