Sr Mgr, Account and Client Services

Chubb•Franklin, TN

18d

About The Position

The Senior Manager, Account and Client Services role will lead a team of Client Specialists and Account Specialists within the broader Account and Client Services Organization. This role will have supervisory accountabilities and will have direct reports. This Senior Manager role will be accountable for the success of the team and will serve as a primary point of contact on behalf of this team for organizational projects, improvements, and initiatives. This role will have primary focus areas in team performance reporting, all new-hire training, and continuous training and learning for the broader team.

Requirements

Excellent interpersonal and communication skills (both verbal and written), confident presence, strong team player, diplomatic and flexible with the ability to listen well, persistent and patient in endeavoring to fully understand customer needs, supporting and encouraging approach
Ability to structure and manage work across multiple functions & locations
Ability to influence and build consultative, trust-based relationships
Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight
Ability to research and solve problems with moderate supervision
Ability to understand client account economics, including product designs, rates and pricing
Ability to multi-task in an extremely fast paced environment
4-year college degree or equivalency strongly preferred; equivalent work experience may substitute
Experience with voluntary benefit lifecycle. 3 years of group benefits insurance industry experience preferred.
Experience with Chubb Workplace Benefits and CWB operations preferred
Demonstrated experience leading a team through change
Demonstrated experience building and executing a training and onboarding plan for new hires
Demonstrated experience leading and driving improvement (team and individual) using data
Demonstrated experience with data-based coaching and performance improvement/management
Proficient in MS Office, including Outlook, Word, Excel, & PowerPoint

Responsibilities

Includes supervisory accountabilities with direct reports
Serve as a subject-matter expert on all CWB systems, processes, and products
Assist the Account and Client Specialist team with extensive and complex escalations and at-risk customers
Serve, as needed, as the primary representative of the Account and Client Specialist team on project work, process evaluations, and broad escalations
Own the Training process for the Account and Client Specialist team, including the Onboarding of new hires
Serve as the point for continuous improvement and increased efficiencies for the Account and Client Specialist team
Own and manage the repository of Standard Operating Procedures for the Account and Client Specialist team
Serve as a primary partner for the Account Management and Account Executive Organization, working to enhance the partnership between the teams
Serve as the primary liaison and representative of the Account and Client Specialist team with all internal and operational business areas
Assist with the distribution of work across the Account and Client Specialist team, as needed