Commercial Lines Senior Account Manager

Senior Account Manager Local Service Manager

World Insurance Associates ("World") is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals. Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions.

The Senior Account Manager Local Service Manager supports the Unit Leader and Division Service Leader with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & broking support. This position also serves as the primary service contact for clients on a middle/large market book of business and is responsible for client satisfaction, including strategic planning responsibilities.

This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.

• Develops relationships with leadership and key stakeholders ensuring the proper points of connection are consistently established.
• Drives utilization of KPIs to measure and report results
• Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
• Provides updates on operation performance and key initiatives during regular meeting cadence
• Ensures colleague objectives are cascaded
• Fosters a collaborative and accountable environment
• Management of new and replacement hire requests
• Ensures timely billing and cash collections
• Ensure key data elements are properly maintained

• Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
• Unit Leader & Producer collaboration
• Ensures client service teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
• Establishes and/or manages an internal new business and renewal planning cadence
• Drives the development and implementation of consistent roles and responsibilities across all locations and functions
• Implements the standard team structure designed to provide clients with dedicated lead and support colleagues
• Acts as liaison with the shared services team and works to build a one team culture across all functions
• Ensures the delivery of Client Service Plans and adherence to the established scope of services
• Establishes and drives a client at risk identification process

• Motivates, develops, and leads a high-performance team
• Drives an evaluation review cadence of colleague competencies and skills to ensure alignment with the proper roles and responsibilities
• Identifies colleague professional development opportunities and provides coaching, mentorship, and experiential stretch assignments
• Supports recruiting protocols and interview tools designed to attract and retain top talent
• Ensures all new and existing colleagues receive and attend training while reinforcing key messages
• Promotes Diversity and Inclusion and colleague mentorship
• Leads change management initiatives
• Participates as a subject matter expert in the advancement and implementation of new processes and technology

• Remains current with industry developments regarding products and services
• Maintains knowledge of personnel changes at carriers and intermediaries, and ensures colleagues are informed in a timely manner to ensure the organization operates with ambitious initiative and innovation
• Works closely with carrier's underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilities
• Oversees broking process to ensure it meets quality, timeliness, and consistency standards
• Drives connection with line of business and industry broking specialists
• Ensures broking teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
• Leads broking projects
• Ensures broking timelines are included in client service plans and adherence to the established marketing protocols

• Independently leads client service, strategy, and renewal messaging on larger, more complex middle market accounts, while collaborating closely on strategy and renewal messaging with senior colleagues on more complex and larger clients
• Responsible for acting as the primary contact between clients and trading partners and retaining client through customer service which includes open, timely, and clear communication channels with clients,…