2018-06-10

Service Department Manager
Job Opportunity at Welsh & Associates, Inc.

Posted on Jun 10

http://www.welshandassociates.net    269-488-8836

Location: Kalamazoo, MI
Job Type: Full Time
Job ID: W4161408

The Service Manager is responsible for providing quality customer service to clients. They will be the lead of the service department setting standards. The manager will also recruiting, hiring, motivating, coaching, training. 

Responsibilities: 
  • Lead and manage holding service department accountable for performance.
  • Manage a book of business, in addition to the other assigned responsibilities.
  • Ensure that service department goals are met consistently.
  • Evaluate and develop improvements in current practices to help improve efficiency and quality, documentation of all procedures; identifying any available resource and pockets of capacity. 
  • Administer the training program for new hires in the service staff positions.
  • Tailor training to new and current employees in order to address skill and knowledge needs through individual mentoring, small group, or classroom training.
  • Maintains records according to Agency standards to ensure that procedures are properly followed and that information is readily accessible.
  • Train and develop new and current team to continually improve account round-outs, service and customer handling skills.
  • Ensure teamwork to meet service levels, broaden staffs insurance knowledge and capabilities.
  • Allocate, control and monitor daily workflow and staffs work to ensure all deadlines are achieved and work is completed.
  • Manage and co-ordinate resources, staff leave, time off and ensure adequate cover and forward planning at all times in the team to meet service levels.
  • Ensure at all times the team provides exemplary service consistently, demonstrate excellent customer focus, taking action when necessary.
  • Work proactively with the team to grow accounts, increase conversions and renewal retention by advising and guiding them, assisting with underwriter negotiations where needed (e.g. problem clients / difficult to place risk).
  • Manage the performance and competency of direct reports through quarterly check-ins, annual appraisals, and utilized with the assistance of Human Resources, when necessary.
  • First line escalation point for resolving client complaints in line with Agency procedures; Assist with root cause analysis of complaints.
  • Implement agreed /tactical initiatives to continually improve team culture, morale, team work and customer focus.
  • Provide management with department status reports.
Education & Experience: 
  • Bachelor’s degree and/or a minimum of seven to ten years of insurance experience, preferably in commercial lines.
  • Minimum of three years of responsible leadership experiences in management or supervisory positions. Specialized training in human resource concepts ideal.
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