The Client Experience Team Lead role oversees assigned Commercial Operations team members who are responsible for delivering exceptional service to clients and ensuring accurate administration of the property and casualty programs. This role combines leadership, mentorship, operational oversight and client relationship management to optimize processes, and drive team performance within a fast-paced insurance brokerage environment. The Client Experience Team Lead demonstrates the core values of Professional, Trust, Positive, and Team Player and functions as an example to their team members.
Responsibilities
Onboarding, Training and Mentorship
- Lead, mentor and coach team members to achieve service standards and operational goals.
- Foster a collaborative and positive team culture, focused on client satisfaction and continuous improvement.
- Partner with team members to clarify and pursue their personal development goals.
- Participate in recruiting, interviewing, onboarding and training of new team members to ensure consistent processes, effective knowledge transfer, and operational excellence.
- Meet with team members one-on-one on a consistent basis.
- Identify learning needs and provide training to team members on an ongoing basis.
Performance Management
- Conduct regular performance reviews and coach with formal corrective action plans when appropriate.
- Monitor workload distribution and ensure adherence to service levels.
- Ensure established processes are followed. Quality check work and provide ongoing feedback.
Operational Oversight
- Ensures appropriate department coverage. Provide back-up coverage when team members are out of the office.
- Provide input on team member salary increases and bonuses.
- Provide input on departmental budget requests.
- Implement process improvements to enhance efficiency and accuracy in commercial insurance administration.
- Collaborate with other departments on projects as needed.
Client Management
- Implement and maintain Property and Casualty portfolios for UNICO clients, ensuring accuracy and compliance across all plans for a modest book of business.
- Identify operational challenges, summarize findings, and develop strategic solutions to improve efficiency and client satisfaction.
- Serve as the primary point of contact for clients, carriers, and third-party administrators regarding insurance programs.
- Coordinate annual renewals including timelines, requirements, rates, and deliverables alongside the sales team.
- Support escalated Commercial Insurance inquiries, resolve complex issues, and enhance service-level response times.
- Collaborate with Advisors to provide product and policy recommendations aligned with client goals.
