JOB SUMMARY

The Manager, Account and Client Services role will lead a team of Account Specialists and Client Specialists within the broader Account and Client Management Organization.   This role will have supervisory accountabilities and will have direct reports. This 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.

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 Manage an assigned book of business, when applicable 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

SKILLS

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 approachAbility to structure and manage work across multiple functions & locationsAbility to influence and build consultative, trust-based relationshipsAbility to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversightAbility to research and solve problems with moderate supervisionAbility to understand client account economics, including product designs, rates and pricingAbility to multi-task in an extremely fast paced environment

EDUCATION AND EXPERIENCE

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 preferredDemonstrated experience leading a team through changeDemonstrated experience building and executing a training and onboarding plan for new hiresDemonstrated experience leading and driving improvement (team and individual) using dataDemonstrated experience with data-based coaching and performance improvement/managementProficient in MS Office, including Outlook, Word, Excel, & PowerPoint