What are the responsibilities and job description for the Client Experience Leader, Private Client Group position at Smith Brothers Insurance?

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

As Client Experience Leader, Private Client Group you will be an experienced leader with deep knowledge of client operations and proven experience working on teams to deliver insurance and risk mitigation services to high net worth families. You will be responsible to build out and manage our operations platform, lead team members, and serve as mentor, coach, and contributor to our department goals and agency priorities. With your experience in private client service and operations, you will focus on workflows, carrier administration, carrier marketing, training, and team member development in order to deliver consistent and exceptional client experiences. You will anticipate, facilitate, and advance our operations through process improvements and enhancements to team activities and client deliverables. Through your understanding of carriers in the high net worth space, along with experience of Applied EPIC, you will work with all stakeholders to drive Private Client Group initiatives forward and deliver on our commitment to a world class client experience.

Smith Brothers Insurance has been in business for over 50 years, as an independently operated, Top 100 National Broker, focused on our purpose of Helping Others. We are multi-disciplined with expertise in Commercial Lines, Personal Lines, Employee Benefits, Surety, Group Retirement Plans including 401(k) and 403(b) Plans, Risk Management, and Financial Services.

You'll bring a deep desire to leverage your skills to help us continue to grow and make others around you better. If you want to be part of a collaborative process with team members who look out for each other, and are focused on growth and sustainability, this is an opportunity for us to talk.

Primary Job Responsibilities

Lead and manage the strategy and day-to-day operations and client experience of Smith Brothers Private Client Group to deliver our brand promise to clients, trading partners, team members, referral partners and all stakeholders.
Work with PCG Practice Leader regularly to ensure alignment between growth initiatives, client experience & operations with the ultimate goal of consistently enhancing client experience.
Identify efficiency opportunities ensuring workflows are effective and deliver results for all stakeholders.
Use operations and technical knowledge to lead and implement process improvement work.
Effectively use data to drive operational efficiencies and decisions including Net Promoter Score data.
Provide technical expertise in coordinating service of new and existing clients.
Responsible for client satisfaction. Monitor and use data and metrics to ensure efficiencies and client deliverables are met and exceeded while assigning work to shared services on a daily basis.
Advocate and utilize Quality Program to ensure continuous improvement in processes, workflows, and client deliverables (Charters, Project Plans, CAPA, LEAP, CATS, etc.).
Support the use and integration of technology within processes to meet / exceed client deliverables.
Develop effective interdepartmental communication strategies. Foster team behavior and a sales, service, and people focused culture
Organize and lead team meetings to ensure information and knowledge share, foster a problem solving forum, and overall team engagement.
Working with internal recruiter and using our Competency Based Hiring model participate in interview, selection, onboarding, training, and development of team.
Responsible for managing team members within agency systems, models, and metrics.
Responsible to train, mentor, coach, and effectively develop team members in their Employee Development Plans (EDPs).
Identify, plan, and resolve department coverage and workload.
Promote the vision and operational direction in support of agency and private client group goals and objectives.
Provide COO regular updates on operational performance and any ongoing corrective action.
Work with Private Client Group practice leader to identify areas of improvement, create efficiencies, and improve margins.
Work with Practice Leader and CFO on budget planning and monitoring.
Liaison with insurance / carrier markets.
Partner with vendors and stay ahead of vendor landscape / new entrants into the marketplace; share knowledge with team and agency leadership.
Partner with integration team as needed to manage operational integration of new acquisitions.
Ensure compliance with all processes and maintain confidentiality at all times.
Participate in internal learning and development sessions.
Stay relevant in role and updated on private client / high net worth industry trends.
Maintain confidentiality of client and company information and adhere to all personal and financial data privacy protocols.
Ultimately, our ideal candidate will believe in Smith Brothers' purpose, values, and standards, and be willing to work collaboratively with their teammates to drive value to all our stakeholders.

Desired Skills

Comprehensive knowledge and deep experience in high net worth / private client operations, carriers, and client deliverables.

Effective leadership and management skills and ability to direct and monitor the activity of others within our systems, models, and metrics.

Experience building and enhancing a team that works collaboratively towards business results.

Ability to assign work and manage to process workflows while ensuring timely and accurate work.

Ability to plan and instruct staff members on information appropriate to their job responsibilities.

Deep knowledge of Applied EPIC agency management system functionality, workflows, and document retention.

Ability to identify, lead, and implement process improvement and change management initiatives from start to finish.

Ability to handle challenging behavior and conflict and bring to a timely resolution using our models.

Ability to creatively and proactively solve problems.

Ability to carry out complex tasks with many concrete and abstract parts.

Must be comfortable with internet based programs and have full proficiency in the use of Microsoft office products.

Ability to work in a fast paced environment with minimal instruction and a high degree of accuracy.

Ability to compile, analyze, and interpret complex information and data to facilitate.

Exceptional listening and communication skills to uncover needs, troubleshoot, and handle conflicts.

Ability to work successfully and professionally with stakeholders at all levels.

Excellent verbal, written, and presentation skills with stakeholders at all levels.

Ability to plan, organize, and prioritize time and competing priorities to reach objectives and meet deadlines.

Stay informed and keep ahead of trends in regard to industry information, products, technology, etc.

Results oriented with the ability to change priorities as needed while responding well to pressure.

Ability to think creatively and act on own initiative.

Desire and ability to work independently and collaboratively in a fast-paced, growth minded dynamic environment.

Strong team player with results driven approach and who can work with limited guidance.

Ability to adjust to shifting priorities, be flexible, and welcome change.

Flexibility to take on additional responsibilities and projects as needed.

Highly self-motivated, strong work ethic, demonstrated resilience, and grit to overcome hurdles.

Team player who consistently defaults to good.

Qualifications

5 years' experience in private client / high net worth operations and / or client experience management.

Experience and familiarity with leading specialty insurance Carriers such as PURE, Chubb, AIG, Berkley One, Cincinnati, etc.

Current Property & Casualty insurance license in good standing.

Strong ability to identify workflow and process improvements, lead and implement change, and measure results.

A leadership presence with strong communication skills and effective interpersonal skills.

Proven experience in onboarding, training, and developing team members.

Organizational and time management skills to prioritize workloads to meet time-sensitive deadlines.

Full proficiency in Microsoft Office Suite.

Proven experience and strong knowledge of how to use Applied EPIC Agency Management system.

High school diploma required; college degree preferred.

General Working Conditions

Fast paced office environment with significant, email, technology, and telephone use.

Ability to view computer monitors for extended periods of time.

Offsite client and network meetings may require non-standard normal working hours - expect evening events and some travel as normal course of business.

Flexible Work Environment.

Why Smith Brothers Insurance

We are a team of professionals who seek to consistently deliver our Be Sure brand promise, contribute to our organization being a great place to work, and work together to be a sustainably relevant company. When you work with Smith Brothers you can be sure our core values, collaborative culture, and expertise will reinforce your decision to partner with us. Our standard of excellence is the internal foundation for treating everyone based on our core values of trust, respect, creativity, and fun - leading to individual fulfillment through group achievement.

Smith Brothers Insurance LLC offers competitive salaries and comprehensive benefits and programs including Health, Dental, Vision, Short and Long-term Disability, Life, Long Term Care and 401K with employer match, employee assistance program, licensing and continuing education reimbursement, travel and expense allowance, internal & external meetings, and learning and development opportunities. For more information about our company please visit us at : www.smithbrothersusa.com.

This description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.

Full-Time / Part-Time

Full-Time

Client Experience Leader, Private Client Group

What are the responsibilities and job description for the Client Experience Leader, Private Client Group position at Smith Brothers Insurance?

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