Director of Client Experience, Commercial Risk-Insurance Advisory Solutions
Baldwin Risk Partners, LLC, Tampa, FL, United States
## Director of Client Experience, Commercial Risk-Insurance Advisory SolutionsThe Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.
The Director of Client Experiences establishes the strategy and protocols for all aspects of client service and is responsible for execution of workflows, processes and best practices.Principal Responsibilities:* In partnership with the Sr. Director of Client Experience, establishes and leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment.* Establishes and leads execution of strategies to enhance the client experience* Responsible for achieving and maintaining high client retention* Ensure efficiency in workflows and operational execution* Leads service team integration projects* Manage insurance company partner relationships including team meetings, and coordinating training for important market updates* Effectively coaches, mentors and manages and assists in the professional development of team colleagues to develop bench strength.* Creates an environment where open communication is encouraged, and morale is high.* Possesses day-to-day oversight, direction, and accountability of team colleagues.* Performs annual and ongoing performance reviews for team colleagues, and is responsible for colleague onboarding and termination decisionsEducation, Experience, Skills and Abilities Requirements:* Minimum 7 years of related experience in a service industry and in a leadership capacity.* Exceptional written, verbal, and interpersonal communication skills* Ability to measure and analyze key performance indicators* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists* Experience with Agency Management System and/or other CRM-related software.* Basic knowledge of Microsoft Office products and mobile device platforms and intermediate Excel skills.* Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture.Special Working Conditions:* Fast paced, multi-tasking environment* Some travel requiredClick
for some insight into our culture!The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.The Baldwin Group (previously Baldwin Risk Partners) is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011, we’ve evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country.At The Baldwin Group, we provide solutions so our clients can pursue what’s possible for themselves, their families, and their businesses. Whether renting a first apartment, opening a small business or taking a company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams.
We Protect the Possible.*The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.* #J-18808-Ljbffr
The Director of Client Experiences establishes the strategy and protocols for all aspects of client service and is responsible for execution of workflows, processes and best practices.Principal Responsibilities:* In partnership with the Sr. Director of Client Experience, establishes and leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment.* Establishes and leads execution of strategies to enhance the client experience* Responsible for achieving and maintaining high client retention* Ensure efficiency in workflows and operational execution* Leads service team integration projects* Manage insurance company partner relationships including team meetings, and coordinating training for important market updates* Effectively coaches, mentors and manages and assists in the professional development of team colleagues to develop bench strength.* Creates an environment where open communication is encouraged, and morale is high.* Possesses day-to-day oversight, direction, and accountability of team colleagues.* Performs annual and ongoing performance reviews for team colleagues, and is responsible for colleague onboarding and termination decisionsEducation, Experience, Skills and Abilities Requirements:* Minimum 7 years of related experience in a service industry and in a leadership capacity.* Exceptional written, verbal, and interpersonal communication skills* Ability to measure and analyze key performance indicators* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists* Experience with Agency Management System and/or other CRM-related software.* Basic knowledge of Microsoft Office products and mobile device platforms and intermediate Excel skills.* Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture.Special Working Conditions:* Fast paced, multi-tasking environment* Some travel requiredClick
for some insight into our culture!The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.The Baldwin Group (previously Baldwin Risk Partners) is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011, we’ve evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country.At The Baldwin Group, we provide solutions so our clients can pursue what’s possible for themselves, their families, and their businesses. Whether renting a first apartment, opening a small business or taking a company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams.
We Protect the Possible.*The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.* #J-18808-Ljbffr