Client Services Leader, BI

Client Services Leader, BI

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 coordinating 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
• 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
• Plans, develops and implements strategy for staff training and development
• Ensure National MMA Best Practices are followed by Service Team
• Attend Regional BI Leaders meetings and disseminate information to staff
• Coordinate and plan learning opportunities for service team
• Assist colleagues in planning Continuing Education courses and career path goals.

Requirements :