Assistant Director, Client Service

Liberty Mutual•Chicago, IL

1d•Hybrid

About The Position

Manages a group of Client Service Managers (CSMs) to deliver consistent, high-quality service to customers and brokers. Assists in recruiting, training, and developing team members, and develops annual objectives that support assigned account success. Accountable for team performance and development, contributes to the development and execution of business plans and strategies, resolves service-related issues with internal partners, and manages external relationships and issue resolution. Also manages assigned accounts and the servicing aspects of those relationships. The selected candidate will work a hybrid schedule with two days in the office/market. This policy is subject to change.

Requirements

Advanced knowledge of commercial property/casualty insurance, risk management, and applicable state regulations.
Knowledge of underwriting, plan construction, pricing, service contracts, and funding/financial security agreements.
Ability to delegate and get work done through others.
Effective communication skills, including listening, presenting, writing clearly, and providing constructive feedback.
Ability to gain support from senior leaders, plan and organize work, analyze and solve problems, build relationships, and maintain a broad perspective.
Ability to prioritize operationally important work, use time effectively, and develop and engage employees.
Related bachelor's degree and 7 years of experience, some of which should be in a leadership capacity.

Nice To Haves

Master's degree.
ARM designation.
CPCU designation.

Responsibilities

Partner with and manage relationships with key internal stakeholders to achieve mutual success.
Strengthen relationships across Field Operations, Underwriting, Claims, Risk Control, and other internal partners; share service strategies and client updates.
Identify opportunities for direct and indirect reports to contribute to the overall success of GRS.
Assist the Director of Client Service with recruiting, hiring, training, and developing the regional service team.
Assist Field Operations and Underwriting with key prospects and renewals.
Lead, manage, and develop the team to achieve organizational goals and deliver exceptional service to clients and brokers.
Complete performance evaluations and provide targeted feedback and coaching.
Drive GRS growth by prospecting and developing relationships with selected clients and their brokers.
Partner with Field Operations and Underwriting to arrange off-cycle meetings and solicit submissions that may result in quotes and new business.
Serve as the dedicated service liaison between key profit centers and Client Service.
Know and communicate key strategies, results, and market trends.
Manage assigned accounts and the servicing aspects of customer relationships.
Partner with Claims and Risk Control to ensure consistent protocols, service delivery, and business practices.
Resolve service-related issues with internal partners and manage external relationships and issue resolution.