Company Overview World 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 Summary The Market Service Manager supports the Division Service Leader and Unit Leaders with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & broking support. The Market Service Manager oversees the client experience delivery model to ensure it meets quality, timeliness and consistency standards.
Develops relationships with leadership and key stakeholders ensuring the proper points of connection are consistently established
Drives utilization of KPIs to measure and report results
Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
Provides updates on operations performance and key initiatives during regular meeting cadence
Ensures colleague objectives are cascaded
Fosters a collaborative and accountable environment
Management of new and replacement hire requests
Ensures timely billing and cash collections
Ensures key data elements are properly maintained
Client Experience
Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
Unit Leader & Producer collaboration
Ensures client service teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
Establishes and/or manages an internal new business and renewal planning cadence
Drives the development and implementation of consistent roles and responsibilities across all locations and functions
Implements the standard team structure designed to provide clients with dedicated lead and support colleagues
Acts as liaison with the shared services team and works to build a one team culture across all functions
Ensures the delivery of Client Service Plans and adherence to the established scope of services
Establishes and drives a client at risk identification process
Colleague Development
Motivates, develops, and leads a high-performance team
Drives an evaluation review cadence of colleague competencies and skills to ensure alignment with the proper roles and responsibilities
Identifies colleague professional development opportunities and provides coaching, mentorship, and experiential stretch assignments
Supports recruiting protocols and interview tools designed to attract and retain top talent
Ensures all new and existing colleagues receive and attend training while reinforcing key messages
Promotes Diversity and Inclusion and colleague mentorship
Leads change management initiatives
Participates as a subject matter expert in the advancement and implementation of new processes and technology
Broking Support
Remains current with industry developments regarding products and services
Maintains 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 innovation
Works closely with carrier’s underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilities
Oversees broking process to ensure it meets quality, timeliness, and consistency standards
Drives connection with line of business and industry broking specialists
Ensures broking teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
Leads broking projects
Ensures broking timelines are included in client service plans and adherence to the established marketing protocols
Account Management
Development, oversight, and coordination of client strategy, broking, and service plans
Provide technical expertise in analyzing client needs, coverage forms, quotations, and value-added services
Prepare submissions to carriers including applications, loss analysis and other relevant information following World’s professional standards while coordinating with Broking Specialists and responding to questions during the broking process
Analyze quotations and coverage comparisons for proper coverages, terms and conditions
Prepare final client Proposals incorporating program recommendations
Lead client meetings and provide strategic guidance in conjunction with or independently from the Producer. Occasional outside service visits may be required
Oversight of timely delivery of confirmation of coverage, policies, endorsements, and audits as applicable
Identify problems, summarize, and develop strategic solutions with the client by incorporating the company’s culture and values in our recommended strategic solutions
As needed, prepare reports including yet not limited to open items, reporting forms, stewardship, etc.
Provide daily consultation to clients including, guidance on submitting first reports of claims, contract review, policy changes, and available World products, services, and resources
Maintain a high degree of accuracy in agency management systems and adherence to workflows and professional standards
Position Specific Skills/Qualifications
10+ years experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages with knowledge of both guaranteed cost and loss sensitive program designs
Must hold state Property & Casualty insurance license
Maintain effective relationships with clients, co-workers, and trading partners. Ability to work in a team environment
Keep informed regarding industry information, new product information, coverage and technology to continuously improve knowledge and performance
Strong written, oral, and interpersonal communication skills
Strong functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be proficient in Excel, Word, and other MS Office products
Strong problem solving and critical thinking skills
Ability to carry out complex tasks with many concrete and abstract variables
Ability to work in a fast-paced environment with minimal instruction and a high degree of accuracy and attention to detail.
Physical Demands & Working Conditions Office 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 Opportunity At 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.
