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Acrisure · 1 day ago

Commercial Lines Service Team Sr. Manager

INDIANA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Acrisure is a global fintech leader empowering businesses with tailored solutions. The Commercial Lines Service Team Sr. Manager is responsible for leading customer service operations for commercial lines, managing a team of account managers, and enhancing customer satisfaction through process improvements.

Financial ServicesInsuranceInsurTech

Responsibilities

Lead all commercial lines operations aligned to the division to ensure the best client experience possible

Recruit and lead the Commercial Lines Service Team supporting transferred accounts. This involves providing guidance, support, and feedback to the account managers, conducting regular performance evaluations, and addressing any performance issues

Oversee the day-to-day functions of the commercial lines support staff

Responsible for ensuring that clients receive an exceptional customer service experience. This includes monitoring client interactions, addressing escalated issues, and implementing strategies to improve customer satisfaction

Collaborate closely with the Divisional Commercial Lines Placement Leader to achieve department goals

Responsible for developing a training program for new CL Account Managers and support staff and implementing a training plan

Collaborate with Digital and Divisional leadership to execute operational initiatives that support our key performance metrics (i.e., organic growth, cross-sales, digital self-service, placement and retention goals

Develop, implement, and maintain standard operating practices to include the utilization of technology and AI agent enablement tools

Lead monthly meetings with the Commercial P&C Service leads to review workflows, procedures, staffing and performance needs and report back to the Commercial Lines Practice leader

Collaborate with HR concerning personnel management and employee relations

Qualification

Commercial Lines InsuranceEmployee DevelopmentLeadershipAgency Management SoftwareFinancial Data AnalysisChange ManagementOrganizational SkillsCommunication SkillsTime ManagementRelationship Building

Required

Strong organizational and time management skills, along with a demonstrated attention to detail

Superior skills in leadership, employee development, and employee engagement

Professional verbal and written communication skills

Strong ability to analyze, interpret, and communicate financial data and reporting

Ability to establish credibility and develop strong relationships with internal stakeholders through ethics, integrity, professionalism, and mutual respect

Ability to make appropriate and timely critical business decisions

Effective change management, time management, and follow-up skills

Proven record of accomplishment in leading a team in a fast-paced work environment

Proficient computer skills with agency management software systems

Travel up to 25%

Knowledge of principles of the insurance industries with a minimum 10 years of technical commercial lines insurance experience

Property & Casualty license required

Minimum 5 years successfully leading a team

Proficient computer skills with EPIC agency management software and digital tools