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Responsible for managing the operational activities of staff and accounts in large commercial segment to achieve profitability and ensure consistent standards of sales, service and professionalism as defined by Cross Insurance Procedure Manual and Quality Management standards. This will include establishing and measuring the goals and performance of the unit members, coordinating and managing account strategies as well as promoting and executing department education. Direct Report to Branch Manager.
Key Tasks:
- Adhere to and mandate team is following the Cross Procedure Manual and Master CL Workflow Manual.
- Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the objectives and procedures based in the Cross Procedure Manual, Master CL Workflow Manual and QM metrics.
- Maintain quality control of renewal expirations, avoid any lapse in coverage. Ensure team members are addressing renewals in a timely manner.
- Produce and monitor various monthly reports to ensure all policies have been renewed in a timely manner, invoicing is completed in accordance with best practices, review team members open items, workloads and backlog.
- Utilize QM Reports to track and measure individuals’ performance and adherence to Quality Management Audits
- Assign and track books of business for Account Managers
- Meet with Producer/AM Teams as needed to review strategies with new & renewal business to ensure tasks and timelines are being met for positive results in retaining and writing accounts
- Maintain relationships with carriers
- Work with Producer/AM teams on account retention, ensure adherence to retention goals, achieve agency goals regarding percentage of retained business through proactive measures.
- Coordinate the branch learning plan in conjunction with branch leadership.
- Lead the interviewing, hiring and development of department staff.
- Responsible for the management of department employees through performance reviews, performance improvement plans, organizing coverage for staffing shortages, workload and departmental issues.
- Other duties as assigned.
Measurement:
- Passing Quality Management Audit
- New business and retention results
- Quality of carrier relationships
- Quality and execution of learning plan