Core Business Solutions Director - Commercial Lines

Small Business Service Center Director

Company Overview 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.

Position Summary

The Small Business Service Center Director is responsible for the oversight of daily operations, management of staff, ensuring high client satisfaction, performance and KPI management, resolving escalated issues, and driving retention and efficiencies.

Primary Responsibilities

Strategy:

• 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 (e.g., retention, rollover, call center volumes)
• Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
• Provides updates on performance and key initiatives to Sr. Leadership
• Leads change management initiatives
• Leads and participates in the advancement and implementation of new processes and technology
• Fosters a collaborative and accountable environment
• Management of staffing requests
• Ensures timely billing and cash collections
• Ensures key data elements are properly maintained leading to business insights

Client Experience:

• Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
• Sales Leadership & Client Advisor collaboration
• Ensures client service teams maintain a disciplined focus on established workflows, standard operating procedures, and professional excellence standards
• Establish and/or manages an internal renewal planning cadence
• Drives the development and implementation of consistent roles and responsibilities across all functions
• Implements the standard team structure designed to provide clients with dedicated lead and support colleagues with call center and outsourcing support
• Monitors call center volume and effectiveness and identify training opportunities
• Acts as liaison with the outsourced services team and works to build a one team culture across all functions

Colleague Development:

• Motivates, develops, and leads a high-performance team
• Ensures colleague goals are created and cascaded
• 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

Broking Support:

• Remains current with industry developments regarding small business 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 marketing and 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 adherence to consolidation and disintermediation when in the clients best interest

Position Specific Skills/Qualifications Work Experience

• 10+ years' experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages
• 5+ years' experience in call center management

Professional Licenses/Certifications

• Must hold state Property & Casualty insurance license

Essential Skills/Competencies

• Strong leadership, communication and project management skills
• Strong business and financial acumen
• Deep understanding of the small business marketplace, carrier products and services, and customer needs
• Deep understanding of small business program design and coverage forms. Able to provide consultation of coverage needs and educate colleagues
• Highly proficient in agency management systems (EPIC), comparative raters, carrier portals, and other technologies that lead to efficiencies
• Deep understanding of outsourcing functions to third-parties
• Maintains effective relationships with key stakeholders, clients, co-workers, and colleagues. Viewed as a team player and is cooperative and collaborative
• Highly proficient in analyzing data / KPIs to drive desired results
• Highly proficient in Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be skilled in Excel, Word, and other MS Office products.
• Strong written, oral, and interpersonal communication skills. Sets to achieve day-to-day objectives within the context of specified solutions. Develops and implements work plans for completing projects.
• Able to develop short- and long-term strategies that have high impact on client/prospects and the business. Anticipates obstacles and identifies ways to overcome them.
• Provides resolution to a diverse range of problems. Uses critical thinking to identify key barriers to resolve complex situations. Able to solve complex problems by taking a new perspective

Education

• College degree is required.

Physical Demands & Working Conditions Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally. Equal Employment Opportunity At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business. #LI-HZ1