Director - Surety Client Operations

The Director - Surety Client Operations oversees all account management activities to reach strategic client service, retention and sales objectives. In this role, you will work closely with the other members of the client service and broking teams to ensure that the needs of the clients are met or exceeded for all client deliverables. If you're client centric, interested in affiliating with an industry leader and committed to helping clients unlock their potential through effective risk management this may be the perfect opportunity for you!

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

The Director - Surety Client Operations oversees all account management activities to reach strategic client service, retention and sales objectives. In this role, you will work closely with the other members of the client service and broking teams to ensure that the needs of the clients are met or exceeded for all client deliverables. Duties and responsibilities include but are not limited to:

• Manage a book of business, with expectations to grow the book year over year
• Provide direction and client management to both the servicing and broking teams
• Prepare proposals and presentations of appropriate products and services, using marketing resources, practice groups and other technical specialists
• Research and compile answers to client policy and coverage questions
• Initiate relationships with and communicate with client decision makers and insurer personnel
• Identify, compile and manage information regarding account renewal and cross-sell opportunities
• Regularly contact existing clients to ensure quality service is being delivered and client retention rates are maintained
• Request and implement policy changes and wordings to ensure clients are receiving the broadest coverage available in the marketplace and tailor specific endorsements to address client exposures
• Manage all client deliverables and delivery within mandated timeframes
• Develop program design and final proposals for clients
• Resolve client, carrier and/or vendor accounting issues, including collections, discrepancies, fee arrangements, billing contracts
• Assist in the preparation of client submissions
• Provide necessary information to broking teams via submission specifications including preparation and maintenance of client files and maintain appropriate account documentation
• Review proposed renewal with client and obtain Consent to Bind and Consent to Compensation
• Ensure WTW Excellence Model (WTWEM) compliance is followed
• Accountable for Monthly Accounts Receivable review/collection
• Maintain accurate client data base and sales pipeline

• 10+ years of commercial property and casualty client management experience
• Proven insurance industry experience related to servicing middle market and large risk managed accounts
• RIBO License required
• Knowledge of Insurance and/or Brokerage business - CIP and CRM designations preferred
• Strong technical knowledge of product area and industry
• Ability to provide consultation and expert advice to management on risk management issues
• Ability to focus on delivering exceptional cline service while working in a fast paced, high-volume environment with minimal supervision
• Strong analytical and critical thinking skills
• Excellent verbal and written communication skills
• Interpersonal skills, including relationship-building skills with clients and co-workers
• Ability to work independently and self-motivated
• Ability to work in a team setting
• Ability to multi-task and work in a fast-paced environment
• Strong customer service skills
• Strong presentation skills