Summary:
Manage the service and support operations within the Commercial department, ensuring the retention and development of quality associates. In addition, responsibilities include making certain that processes, procedures, training, and allocation of resources are available and provided to all Commercial client service associates.

Essential Duties and Responsibilities:

• Manage, train and develop Property & Casualty Service and Support associates, to achieve defined service and performance standards.
  • Working with Practice Groups and other internal managers and supervisors, coordinate internal resources to meet client needs.
  • Monitor workload distribution and evaluate departmental staffing needs and productivity.
  • Responsible for the selection and termination of client service team members.
  • Manage the annual performance and salary review process to include preparing and presenting the review in combination with appropriate member of the Practice Group.
  • Working with Practice Groups and others within the agency, ensure that appropriate, individual and group training is provided to achieve successful implementation of new and established processes and procedures.
  • Maintain an awareness of department objectives, and design operations to support them.
  • Foster positive morale within the department.
  
  
• Participate in regularly scheduled meetings with Managers and Practice Groups that result in sharing of information, gathering input, realization of department objectives, as well as maintenance of positive relationships between and within teams.
  • Regularly review current processes and procedures to create an environment emphasizing continual improvement.
  • Ability to resolve conflicts, enhance individual and team performance, and conduct evaluations that address general work performance; managing the disciplinary process and taking appropriate action.
  • Foster knowledge sharing amongst associates to address issues surrounding work flow, markets, products, legislative issues and best practices.
  
  
• Act as a liaison between teams and other departments/offices to promote strong communication and problem solving as situations arise.
  • Develop, implement and maintain standardized processes and procedures to ensure efficient and effective quality service.
  • Responsible for compliance and E&O controls within Commercial.
  • Responsible for selection and implementation of department’s current and future automated systems needs, and assist in training associates in the efficient use of its capabilities.
  • Responsible for developing and maintaining the department’s forms library and filing systems.
  • Responsible for finalizing department procedures, forms and workflow to effectively utilize system benefits and enhance agency E&O quality control program results.
  
  
• Administrative responsibilities.
  • Monitor and approve Commercial department associate attendance to include approving timecards, and maintaining department calendar notifying teams of vacation / sick time usage.
  • Serve as an active member on the Technology, Operations and Commercial Management Committees.
  • Provide a variety of ad hoc and month end reports generated from the Agency Management System.

Education and/or Experience:
Successful candidate will be a service oriented individual with high personal standards and a hands-on work style. This position requires an individual who is comfortable working at a varying pace, managing multiple tasks and deadlines simultaneously, adjusting priorities often, and managing frequent interruptions.

This position interacts with and provides service to a large group of internal associates and has high levels of contact with external partners. The Client Services Director must be positive and approachable, and work effectively with diverse personalities. In addition, the following is required:

• Successful work history to include a minimum of 7 years in-depth commercial lines experience with at least 5 years performing in a general operations and customer service management capacity. Experience must be directly related to job responsibilities specified above, with progressively greater responsibility for making administrative/procedural decisions and judgments.
• Strong employee relations skills and experience managing teams and individuals at all levels of proficiency.
• Bachelor degree required.
• Expert level proficiency, agency management systems and Microsoft Excel, and the ability to operate standard office equipment is required.
• Leadership abilities to include the ability to balance assertiveness and objectivity with tact and diplomacy, clearly articulate team objectives, as well as to motivate and influence others generating cooperation, enthusiasm, and flexibility.
• Ability to evaluate current methods, forecast future needs, develop action plans, and implement processes utilizing creative solutions to problems as they arise.
• Ability to maintain a high level of confidentiality relating to all duties and responsibilities such as personnel issues and client information.
• Strong communication skills and the ability to apply those skill in verbal and written form when interacting with clients and agency personnel.
• Maintain a valid, unrestricted California Property & Casualty license and meet continuing education requirements.
• Maintain a valid driver’s license and have reliable transportation.

Work Environment and Physical Demands:

• Ability to use a computer keyboard and sit in a stationary position for extended periods.
• Work is performed in a typical interior/office work environment.
• Some travel required. Occasional overnight travel to participate in industry events and assess operations of other company offices.
• Extended work hours (10 – 12 hrs/day) required on occasion.

Qualified Applicants may mail their resume tobmcmann@barneyandbarney.com, or fax to (858) 909-9883.
Please reference the posting for which you are applying.