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BXS Insurance is seeking a senior, strategic leader for Employee Benefits Client Services. This position reports directly to the President of Employee Benefits, and manages a large client services team comprised of account executives, account managers, staff managers, staff supervisors, associates and operational support, across our six-state footprint.
The primary focus of this role is to ensure that all team members are providing exceptional client services, strengthening our client relationships, partnering with clients to implement sound benefits strategy, and driving an exceptional client experience.
Located in Baton Rouge, this position manages both remote and local team members, is a member of the Employee Benefits senior team, and a member of the Louisiana management team. Top candidates with have strong employee benefits and technical knowledge, and will have demonstrated success in strategic thinking and planning, implementation and change management. It almost goes without saying that exceptional leadership, staff management, communication and interpersonal skills are required.
Builds a culture of innovation and collaboration, mentoring client services managers and individual contributors across the organization to build strong bridges with multiple internal and external stakeholders.
Develops and implements client servicing strategy, policies and procedures which govern client correspondence and outreach, and ensures that the handling of client issues delivers value to customers.
Responsible for measuring and evaluating the quality and effectiveness of the client servicing teams’ efforts, and for making recommendations for change and improvement, based on overall business objectives.
Identifies and recommends overall or client-specific business strategies based on market trends, forecasts and analysis.
Manages and evaluates the performance of client services managers and develops necessary training and development programs to ensure a positive customer experience and enhanced account retention rates.
Anticipates roadblocks and challenges and provides consultative advice to the client services teams on the most complex business, operations and customer service problems.
Accountable for the retention and growth of key client accounts through the client service delivery team through planning and implementing client retention and up-selling strategies.
Serves as the Employee Benefits customer issue escalation point of contact. Deescalates client conflicts effectively through rational and balanced resolution techniques.
Collaborates with the client services leader in Property & Casualty to ensure that initiatives and strategies are coordinated and cohesive across lines of business.
20% regional travel
Work Experience Requirements
5+ years staff management experience. Remote management experience a plus.
5+ years in Employee Benefits as a client services or sales professional
Expert working knowledge of Employee Benefits brokerage industry including products, rating, underwriting, coverages and industry operations
Appropriate active Life & Health license required
Experience and proficiency using Microsoft Word and Excel
Excellent verbal and written communication skills
Ability to work with numbers including basic calculations
Organizational and time management skills
Ability to work in a team environment
Projects professional appearance and manner
Self-starter with the ability to be flexible
High attention to detail
Ability to build rapport and develop positive, professional relationships to ensure the effectiveness of the manager role
Strategic thinker, able to take the lead and work to achieve organizational goals
Ability to develop and manage staff performance
Must be able to communicate effectively with clients, producers, carriers and staff
Ability to stand or sit at a workstation during a standard workday
Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine and printer
Ability to move about the office to access office machinery and supplies
Ability to work and meet challenging deadlines and expectations
Job entails meticulous attention to detail. Must perform well with frequent interruptions or distractions.
Ability to quickly adjust priorities, focus and direction as circumstances dictates
BXS Insurance is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information or any other status protected under applicable local, state or federal nondiscrimination laws.
About BXS Insurance
BXSI is in the top-100 Business Insurance list of premier brokers. Established in 1882, BXSI is built on a foundation of integrity and respect. Now comprised of more than 600 team members, BXSI serves clients of all sizes and industries locally, regionally and globally.