Provide direct supervision of Business Insurance client service associates and manage the service and support operations within the Business Insurance department, ensuring the retention and development of Business Insurance client service associates, efficient day-to-day operations and management of departmental business practices.

Essential Duties & ResponsibilitiesSupervise Business Insurance service and support associates to achieve service and performance standards.Work closely with Team Mentors and other internal Managers and Supervisors to ensure training and development opportunities are available to service and support associates to achieve performance expectations, and successfully carry out new and established processes.Manage the annual performance review process to include preparing and presenting the review in conjunction with the Team Mentor to ensure that appropriate feedback is provided and discussion of concerns and/or career goals occurs. Oversee wage changes to ensure compensation is equitable throughout the department and takes into consideration the position, experience and individual performance levels.In partnership with Team Mentors and Practice Group Leaders, this position is responsible for hiring, disciplinary actions, conflict resolution, and individual/team performance enhancement.Collaborate with departmental leadership to evaluate current processes and procedures, forecast future needs, and develop and implement plans to address department objectives.Participate in regularly scheduled meetings with departmental leadership and Practice Groups that result in sharing of information, gathering input, realization of department objectives, and maintenance of positive relationships between and within teams.Develop, implement and maintain standardized processes and procedures to ensure quality service.Foster positive morale and knowledge sharing amongst associates to address issues surrounding work flow, markets, products, legislative issues and best practices.Monitor workload distribution and productivity among Practice Groups to evaluate departmental staffing needs.  Provide recommendations to address those needs.Administrative responsibilities.Responsible for compliance and E&O controls within Business Insurance.Responsible for selection and implementation of department’s current and future automated system’s needs, and ensure associates are trained in the efficient use of its capabilities.Responsible for developing and maintaining the department’s forms library and filing systems.Responsible for finalizing department procedures, forms and workflow to effectively utilize system benefits and enhance agency E&O quality control program results.

Monitor and approve Business Insurance department associate attendance to include approving timecards, and maintaining department calendar notifying teams of vacation / sick time usage.Serve as an active member on the Operations and Business Insurance Management Committees.Provide ad hoc and month end reports generated from the Agency Management System.Education and/or Experience

Successful candidate will be a service oriented individual with high personal standards and a hands-on work style. This position requires an individual who is comfortable working at a varying pace, managing multiple tasks and deadlines simultaneously, adjusting priorities often, and managing frequent interruptions.

This position interacts with and provides service to a large group of internal associates and has high levels of contact with external partners.  The Client Services Director must be positive and approachable, and work effectively with diverse personalities.  In addition, the following is required:

Successful work history to include a minimum of 7 years in-depth Business Insurance lines experience with at least 5 years performing in a general operations and customer service management capacity.  Experience must be directly related to job responsibilities specified above, with progressively greater responsibility for making administrative/procedural decisions and judgments.Strong employee relations skills and experience managing teams and individuals at all levels of proficiency.Bachelor degree required.Expert level proficiency in agency management systems and Microsoft Excel, and the ability to operate standard office equipment is required.Leadership capabilities to include the ability to balance assertiveness and objectivity with tact and diplomacy, clearly articulate team objectives, as well as to motivate and influence others generating cooperation, enthusiasm, and flexibility.Ability to evaluate current methods, forecast future needs, develop action plans, and implement processes utilizing creative solutions to problems as they arise.Ability to maintain a high level of confidentiality relating to all duties and responsibilities such as personnel issues and client information.Strong communication skills and the ability to apply those skill in verbal and written form when interacting with clients and agency personnel.Maintain a valid, unrestricted California Property & Casualty license and meet continuing education requirements.Maintain a valid driver’s license and have reliable transportation.Work Environment & Physical DemandsAbility to use a computer keyboard and sit in a stationary position for extended periods.Work is performed in a typical interior/office work environment.Some travel required. Occasional overnight travel to participate in industry events and assess operations of other company offices.Extended work hours (10 – 12 hrs/day) required on occasion.

The applicable base salary range for this role is $109,500 to $204,000.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.