Starkweather & Shepley Insurance Brokerage Inc.
Director of Commercial Lines Services
Starkweather & Shepley Insurance Brokerage Inc., East Providence, Rhode Island, us, 02914
Overview
Position Summary:
The Director of Commercial Lines Services at Starkweather & Shepley Insurance will play a critical role in ensuring the smooth operation and exceptional service delivery within the Commercial Lines department. This role will lead a team of service and support professionals, overseeing the execution of policies, client interactions, and collaboration with internal and external stakeholders. This role strictly adheres to our Corporate Standards of Excellence and procedural guidelines spelled out in our Professional Procedure Manual.
Essential Job Functions Team Leadership: Directly manage and lead a team of Commercial Lines service and support staff; foster a positive, collaborative culture focused on excellence, efficiency, and client satisfaction; provide guidance, coaching, and ongoing training.
Client Relationship Management: Oversee the implementation and maintenance of client service standards to ensure high-quality interactions and client satisfaction; act as a point of escalation for complex client issues; collaborate with the Sales team to enhance client relationships and identify opportunities for account growth.
Operational Efficiency: Develop and implement streamlined processes and procedures to optimize workflow; monitor and analyze service metrics; ensure compliance with industry regulations, company policies, and best practices.
Performance Metrics: Establish and monitor KPIs; regularly report on team performance and key metrics to leadership; analyze service delivery relative to books of business and the service model in place.
Staff Development: Conduct regular performance reviews; identify training needs and facilitate professional development; foster a learning environment.
Collaboration and Communication: Collaborate with other department managers and cross-functional teams; communicate effectively with clients, underwriters, and insurance carriers.
Resource Management: Evaluate staffing levels; ensure appropriate service team support for mid to large sized accounts; maintain balanced workloads across teams.
Growth Initiatives: Participate in planning and execution of strategic initiatives that enhance client retention and deepen relationships.
Other duties as assigned.
Qualifications / Skills and Abilities Ability to read and analyze policy language for all lines of business.
Superior customer service, negotiation and problem-solving skills.
Strong interpersonal and communication skills.
Excellent sales and customer service skills with proven negotiation skills.
Fluent in MS Office products.
Ability to utilize various software and websites.
Excellent organizational skills and attention to detail; strong follow-through and ability to absorb and retain knowledge.
Ability to analyze data, identify trends, and make data-driven decisions.
Education and Experience Bachelor's degree in Business Administration, Insurance, or a related field.
Minimum of 10 years of experience in the insurance industry, with a focus on Commercial Lines.
Proven experience in a leadership or managerial role.
In-depth knowledge of commercial insurance products, policies, and procedures.
P&C Insurance Broker License preferred.
Relevant industry certifications (e.g., CIC, CPCU) are a plus.
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Position Summary:
The Director of Commercial Lines Services at Starkweather & Shepley Insurance will play a critical role in ensuring the smooth operation and exceptional service delivery within the Commercial Lines department. This role will lead a team of service and support professionals, overseeing the execution of policies, client interactions, and collaboration with internal and external stakeholders. This role strictly adheres to our Corporate Standards of Excellence and procedural guidelines spelled out in our Professional Procedure Manual.
Essential Job Functions Team Leadership: Directly manage and lead a team of Commercial Lines service and support staff; foster a positive, collaborative culture focused on excellence, efficiency, and client satisfaction; provide guidance, coaching, and ongoing training.
Client Relationship Management: Oversee the implementation and maintenance of client service standards to ensure high-quality interactions and client satisfaction; act as a point of escalation for complex client issues; collaborate with the Sales team to enhance client relationships and identify opportunities for account growth.
Operational Efficiency: Develop and implement streamlined processes and procedures to optimize workflow; monitor and analyze service metrics; ensure compliance with industry regulations, company policies, and best practices.
Performance Metrics: Establish and monitor KPIs; regularly report on team performance and key metrics to leadership; analyze service delivery relative to books of business and the service model in place.
Staff Development: Conduct regular performance reviews; identify training needs and facilitate professional development; foster a learning environment.
Collaboration and Communication: Collaborate with other department managers and cross-functional teams; communicate effectively with clients, underwriters, and insurance carriers.
Resource Management: Evaluate staffing levels; ensure appropriate service team support for mid to large sized accounts; maintain balanced workloads across teams.
Growth Initiatives: Participate in planning and execution of strategic initiatives that enhance client retention and deepen relationships.
Other duties as assigned.
Qualifications / Skills and Abilities Ability to read and analyze policy language for all lines of business.
Superior customer service, negotiation and problem-solving skills.
Strong interpersonal and communication skills.
Excellent sales and customer service skills with proven negotiation skills.
Fluent in MS Office products.
Ability to utilize various software and websites.
Excellent organizational skills and attention to detail; strong follow-through and ability to absorb and retain knowledge.
Ability to analyze data, identify trends, and make data-driven decisions.
Education and Experience Bachelor's degree in Business Administration, Insurance, or a related field.
Minimum of 10 years of experience in the insurance industry, with a focus on Commercial Lines.
Proven experience in a leadership or managerial role.
In-depth knowledge of commercial insurance products, policies, and procedures.
P&C Insurance Broker License preferred.
Relevant industry certifications (e.g., CIC, CPCU) are a plus.
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