Core Business Solutions Director - Commercial Lines. Job in Columbus LilyLifestyle Jobs

Company OverviewWorld 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 SummaryThe 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 ResponsibilitiesStrategyDevelops relationships with leadership and key stakeholders ensuring the proper points of connection are consistently establishedDrives 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 feedbackProvides updates on performance and key initiatives to Sr. LeadershipLeads change management initiativesLeads and participates in the advancement and implementation of new processes and technologyFosters a collaborative and accountable environmentManagement of staffing requestsEnsures timely billing and cash collectionsEnsures key data elements are properly maintained leading to business insightsClient ExperienceOversees client experience delivery model to ensure it meets quality, timeliness, and consistency standardsSales Leadership & Client Advisor collaborationEnsures client service teams maintain a disciplined focus on established workflows, standard operating procedures, and professional excellence standardsEstablish and/or manages an internal renewal planning cadenceDrives the development and implementation of consistent roles and responsibilities across all functionsImplements the standard team structure designed to provide clients with dedicated lead and support colleagues with call center and outsourcing supportMonitors call center volume and effectiveness and identify training opportunitiesActs as liaison with the outsourced services team and works to build a one team culture across all functionsColleague DevelopmentMotivates, develops, and leads a high-performance teamEnsures colleague goals are created and cascadedDrives an evaluation review cadence of colleague competencies and skills to ensure alignment with the proper roles and responsibilitiesIdentifies colleague professional development opportunities and provides coaching, mentorship, and experiential stretch assignmentsSupports recruiting protocols and interview tools designed to attract and retain top talentEnsures all new and existing colleagues receive and attend training while reinforcing key messagesPromotes Diversity and InclusionBroking SupportRemains current with industry developments regarding small business products and servicesMaintains 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 innovationWorks closely with carrier's marketing and underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilitiesOversees broking process to ensure it meets quality, timeliness, and consistency standardsDrives adherence to consolidation and disintermediation when in the clients best interestPosition Specific Skills/QualificationsWork Experience10+ years' experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages5+ years' experience in call center managementProfessional Licenses/CertificationsMust hold state Property & Casualty insurance licenseEssential Skills/CompetenciesStrong leadership, communication and project management skillsStrong business and financial acumenDeep understanding of the small business marketplace, carrier products and services, and customer needsDeep understanding of small business program design and coverage forms. Able to provide consultation of coverage needs and educate colleaguesHighly proficient in agency management systems (EPIC), comparative raters, carrier portals, and other technologies that lead to efficienciesDeep understanding of outsourcing functions to third-partiesMaintains effective relationships with key stakeholders, clients, co-workers, and colleagues. Viewed as a team player and is cooperative and collaborativeHighly proficient in analyzing data / KPIs to drive desired resultsHighly 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 EducationCollege degree is required.Physical Demands & Working ConditionsOffice 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 OpportunityAt 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.J-18808-Ljbffr