What are the responsibilities and job description for the Commercial Client Services Manager position at US012 Marsh & McLennan Agency LLC?
Description :
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
- Reviews individual audit results for Best Practices
- Makes certain that all client data is maintained in agency CRM
- Monitors workflow of service team and restructure and / or realign or adds to staff as necessary
- 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
- 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
- Collaborates with BI Leaders in the Region to develop efficiencies and introduce changes at a local level
- Assist producers with monthly reports and service level issues
REQUIREMENTS :
MMASW
LI-CR1
