Associate Vice President, Client Service

Marsh McLennan•Aliso Viejo, CA

6d•$117,900 - $219,800•Hybrid

About The Position

Senior Client Executive Services will maintain and expand upon the duties and responsibilities of the Client Executive Service position, including responsibility for retention and expansion of World Class Client accounts and participating in the procurement of new business. This position also acts as an industry expert, resource and thought leader in the Business Insurance Division while taking on expanded role in client relationships. Act as a leader for the service team members to include newer Client Executive Services, Senior Client Managers, Client Managers and Client Administrators. Coordinates Marketing and Risk & Loss colleagues as the need for their expertise occurs.

Requirements

10-15 years of service with World Class Clients and history of increasing levels of responsibility directly related to the performance of the above duties
Expert knowledge in the property and casualty marketing place to include unique industry specialization, education and professional development associations
Bachelor’s degree strongly preferred
Maintain a valid unrestricted California Fire & Casualty Solicitors license and a valid Driver’s license
Achieve and maintain advanced insurance designations applicable to the above duties such as ARM, CPCU or CIC designations
Excellent understanding of insurance terminology, trends and factor influencing the industry, and the various lines of commercial insurance
Advanced skills with MS Office Software (Word, Excel, Power Point and Outlook)
Prioritize tasks, set and achieve goals, think logically in solving problems and present results neatly, with clarity and precision in both oral and written form
Ability to present complicated information to a variety of interest groups in a clear and unambiguous way, connecting with the group in terms of style and content

Responsibilities

Oversee ongoing account service activities
Provide thought leadership, strategic analysis and expertise
Designs complex insurance programs including loss sensitive programs
Develops strong working relationship with underwriters and marketing
Establishes industry expertise and understanding of unique coverages
High degree of service organization and comfort working at a varying pace, managing multiple tasks and deadlines simultaneously, adjusting priorities often and managing frequent interruptions
Maintain book size within the top 10% of peer group for sustained period -with consideration for book make up and complexity- with ability to manage and lead the majority of client interactions
Engage effectively in complex Claims situations
Develop strong client relationships and consistently take the lead in client interactions
Maintain CSE level responsibilities with performance above average ratings in the top tier of peer group
Manage/collect receivables in conjunction with Client Sales Executive
Meet regularly with Client Sales Executive to update, advise and inform
Coordinate activities on accounts
Review and deliver summary, proposals and policies
Lead, present and participate in meetings with clients
Maintain current Insurance Summaries on all accounts
Update Exposure Analysis Worksheets annually on all accounts.
Meet World Class Client service commitments (Pre-Renewal Meetings, Relationship Reviews, etc.)
Establish a service plan with the client and monitors the plan implementation
Build a strong relationship with the client at various levels in the organization
Participate in new business development and proposals with Client Sales Executive
Pursue opportunities to round out existing client programs with additional and/or increased lines of coverage
Coordinate coverage placement through managing the direction provided to service team
Participate in new business procurement, taking a meaningful role in analysis and presentations
Manage all facets of renewal process
Proactively coordinate with the client and Producer on strategy and planning for client renewals
Initiate client contact and orchestrate renewal strategy meetings
Ability to facilitate or create relevant benchmarking and analytics appropriate for client
Oversee of collection of renewal underwriting information and process of preparing and updating underwriting specifications
Coordinate coverage placement through instructions provided to Marketing
Review and deliver binders, invoices, etc.
Advise, inform and involve Client Sales Executive, as required in marketing process
Prepare and deliver proposals
Prepare all orders and instructions to the service team
Manage expiration lists
Ensure renewal timelines are met and timely delivery of policies
Ensure file maintenance and documentation of client communication and account issues
Act as a leader for the service team members.
Create an environment oriented to trust, open communication, and cohesive team effort
Demonstrate a positive approach and ability to work effectively with diverse personalities
Facilitate problem solving and collaboration when faced with client difficulties
Focus the team on the internal and external client requirements, familiarizing them with client specifications, work procedures and processes, quality standards, techniques and tools to support task performance
Provide necessary business information to enhance the team’s professional development
Ensure deliverables are prepared to satisfy client requirements, cost and schedule
Work closely with department Manager and Director of Client Services to obtain necessary resources to support the team’s requirements, discuss project impediments, and to escalate issues that cannot be resolved by the team
Excellent communications skills and ability to provide clear and understandable explanations of complicated coverage or program structures to clients in both written and oral form
Independent decision making and excellent judgement in addressing and servicing client and team needs
Project management skills to organize resources
Establish and consistently maintain effective and positive working relationships with colleagues and clients.