Business Insurance Client Services Manager

Marsh McLennan Agency

Client Services Manager

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. More than 11,000 of the industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can thrive as a Client Services Manager at Marsh Agency.

Marsh provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With 200 offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh (NYSE: MRSH).

What You Do

Execution of Client Service

• Inspires team members to provide remarkable service to clients by building personalized relationships, understanding our clients’ business and industry, seeking new ways to solve their problems and serving as a fierce advocate for our clients
• Ensures team members understand the reasons we leverage procedures to improve efficiency, consistently executes our service platform, empowers measurable results, protects information and maintains professional service standards
• Drives consistency through service team in the completion of client service workflows and coaches staff to appropriately engage internal resources such as Process Support, procedure manuals and reporting tools to ensure efficiency and accuracy of execution
• Coaches Producers and Account Executives on developing and maintaining productive working relationships with service team members
• Meets or exceeds established client service platform performance metrics as designated by the Vice President, Client Services; encourages feedback to improve processes and efficiencies and enhance our client service platform
• Develops and maintains team members’ knowledge of insurance carrier products and appetite, market trends, and solutions for client industry niches served by the team
• Manages the implementation of the client service platform across all clients; obtains client feedback to improve service offerings and delivery, recommending changes through appropriate channels
• Demonstrates decision-making ability that considers multiple perspectives, possible consequences, and engages other stakeholders appropriately

Thought Leadership

• Operates as the agency technical expert in the area of client service platform and advocacy services
• Serves as a client service platform knowledge specialist directly with clients or as resource for the team
• Is involved in the industry through participation in external associations and events; forming and growing relationships with insurance carriers, service vendors and understanding the capabilities of our competitors

Build an Effective Team

• Fosters innovative thinking and encourages team members to put forth and participate in new ideas to improve the team and the company
• Fosters working relationships among team members and others that demonstrate our best and brightest characteristics
• Recruits and hires new team members with appropriate skills, experience, traits and competencies by following MMA Midwest’s hiring and interviewing best practices
• Monitors staff workloads and determines appropriate assignment of responsibility
• Communicates with team members through regular meetings following MMA Midwest’s best practices, including information on company updates, team performance and other information relevant to their roles
• Consistently uses the tools and follows best practices in our manager toolkit

Develop and Manage Direct Reports

• Executes onboarding process, oversees…