The Role
Lead client service and strategic account management for middle/large commercial lines accounts. Drive KPIs, oversee broking and renewal processes, ensure timely billing and client satisfaction, coach and develop colleagues, and coordinate with producers, carriers, and shared services to deliver consistent, high-quality service.
Summary Generated by Built In
Company Overview
World Insurance Associates (“World”) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals. Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions.
Position Summary
The Senior Account Manager Local Service Manager supports the Unit Leader and Division Service Leader with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & broking support. This position also serves as the primary service contact for clients on a middle/large market book of business and is responsible for client satisfaction, including strategic planning responsibilities. This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.
Primary Responsibilities
Strategy, Business, & Financial Support
Client Experience
Colleague Development
Position Specific Skills/Qualifications
Physical Demands & Working Conditions
Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally.
Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
To Executive Search Firms and Staffing Agencies
World does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered World’s property, and World will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting World’s Human Resources Talent Department.
#LI-PK1
World Insurance Associates (“World”) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals. Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions.
Position Summary
The Senior Account Manager Local Service Manager supports the Unit Leader and Division Service Leader with the implementation and monitoring of methods, process, measurements, controls and structure that drive profitable growth through operational effectiveness, efficiency & broking support. This position also serves as the primary service contact for clients on a middle/large market book of business and is responsible for client satisfaction, including strategic planning responsibilities. This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.
Primary Responsibilities
Strategy, Business, & Financial Support
- Develops relationships with leadership and key stakeholders ensuring the proper points of connection are consistently established.
- Drives utilization of KPIs to measure and report results
- Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
- Provides updates on operation performance and key initiatives during regular meeting cadence
- Ensures colleague objectives are cascaded
- Fosters a collaborative and accountable environment
- Management of new and replacement hire requests
- Ensures timely billing and cash collections
- Ensure key data elements are properly maintained
Client Experience
- Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
- Unit Leader & Producer collaboration
- Ensures client service teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
- Establishes and/or manages an internal new business and renewal planning cadence
- Drives the development and implementation of consistent roles and responsibilities across all locations and functions
- Implements the standard team structure designed to provide clients with dedicated lead and support colleagues
- Acts as liaison with the shared services team and works to build a one team culture across all functions
- Ensures the delivery of Client Service Plans and adherence to the established scope of services
- Establishes and drives a client at risk identification process
Colleague Development
- Motivates, develops, and leads a high-performance team
- Drives an evaluation review cadence of colleague competencies and skills to ensure alignment with the proper roles and responsibilities
- Identifies colleague professional development opportunities and provides coaching, mentorship, and experiential stretch assignments
- Supports recruiting protocols and interview tools designed to attract and retain top talent
- Ensures all new and existing colleagues receive and attend training while reinforcing key messages
- Promotes Diversity and Inclusion and colleague mentorship
- Leads change management initiatives
- Participates as a subject matter expert in the advancement and implementation of new processes and technology
Broking Support
- Remains current with industry developments regarding products and services
- Maintains knowledge of personnel changes at carriers and intermediaries, and ensures colleagues are informed in a timely manner to ensure the organization operates with ambitious initiative and innovation
- Works closely with carrier's underwriting staff, and intermediaries, to promote effective placement of commercial products and capabilities
- Oversees broking process to ensure it meets quality, timeliness, and consistency standards
- Drives connection with line of business and industry broking specialists
- Ensures broking teams maintain a disciplined focus on established workflow, standard operating procedures, and professional excellence standards
- Leads broking projects
- Ensures broking timelines are included in client service plans and adherence to the established marketing protocols
Account Management
- Independently leads client service, strategy, and renewal messaging on larger, more complex middle market accounts, while collaborating closely on strategy and renewal messaging with senior colleagues on more complex and larger clients
- Responsible for acting as the primary contact between clients and trading partners and retaining client through customer service which includes open, timely, and clear communication channels with clients, producers, and internal partners
- Development, oversight, and coordination of client strategy, broking, and service plans
- Provide technical expertise in analyzing needs, coverage forms, quotations, and value-added services
- Prepare submissions to carriers including applications, loss analysis and other relevant information following World's professional standards while coordinating with Broking Specialists and responding to questions during the broking process
- Analyze quotations and coverage comparisons for proper coverages, terms and conditions
- Prepare final client Proposals incorporating program recommendations
- Lead client meetings and provide strategic guidance in conjunction with or independently from the Producer. Occasional outside service visits may be required.
- Oversight of timely delivery of communication of coverage, policies, endorsements, and audits as applicable
- Identify problems, summarize, and develop strategic solutions with the client by incorporating the company's culture and values in our recommended strategic solutions
- As needed, prepare reports including yet not limited to open items, reporting forms, stewardship, etc.
- Provide daily consultation to clients including, guidance on submitting first reports of claims, contract review, policy changes, and available World products, services, and resources
- Direct work of Associate Account Managers and Shared Services
- Maintain a high degree of accuracy in agency management systems and adherence to workflows and professional standards
Position Specific Skills/Qualifications
- 7+ years experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages with knowledge of both guaranteed cost and loss sensitive program designs
- Must hold state Property & Casualty insurance license
- Maintain effective relationships with clients, co-workers, and trading partners. Ability to work in a team environment
- Keep informed regarding industry information, new product information, coverage and technology to continuously improve knowledge and performance
- Strong written, oral, and interpersonal communication skills
- Strong functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be proficient in Excel, Word, and other MS Office products
- Strong problem solving and critical thinking skills
- Ability to carry out complex tasks with many concrete and abstract variables
- Ability to work in a fast-paced environment with minimal instruction and a high degree of accuracy and attention to detail
Physical Demands & Working Conditions
Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally.
Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
To Executive Search Firms and Staffing Agencies
World does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered World’s property, and World will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting World’s Human Resources Talent Department.
#LI-PK1
Skills Required
- 7+ years experience in Commercial Property & Casualty with comprehensive understanding of coverages and program designs
- Must hold state Property & Casualty insurance license
- Proficiency in Excel including formulas, templates, and data evaluation; proficient in Word and other MS Office products
- Strong written, oral, and interpersonal communication skills
- Ability to maintain effective relationships with clients, co-workers, and trading partners; ability to work in a team environment
- Strong problem solving and critical thinking skills
- Ability to carry out complex tasks with many concrete and abstract variables
- Ability to work in a fast-paced environment with minimal instruction and high accuracy and attention to detail
- Maintain up-to-date industry, product, coverage, and technology knowledge
World Insurance Associates LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about World Insurance Associates LLC and has not been reviewed or approved by World Insurance Associates LLC.
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Healthcare Strength — Health coverage is often described as very good, with comprehensive medical, dental, and vision options plus add-ons. Feedback suggests plan breadth and options like HSA/FSA and EAP make the package feel robust.
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Retirement Support — A 401(k) with company match is included, and some roles specify immediate vesting. Feedback suggests the match is seen as competitive to average depending on team and role.
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Leave & Time Off Breadth — PTO is characterized as generous alongside standard paid time off. Feedback suggests time-off offerings are a relative plus even when workloads are demanding.
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The Company
What We Do
World Insurance Associates is a unique insurance organization offering top products and services from all major carriers, combined with personal service from local professionals. We specialize in personal and commercial insurance lines, surety and bonding, employee benefits, financial planning, retirement planning, and human capital management solutions. Our advisors are experts in their field, and we cater to specialized industries such as transportation, last mile delivery, hospitality, medical, healthcare, self-storage facilities, sports clubs, technology, hedge funds, startups, nonprofits, education, public entity, food and beverage, retail, construction, and manufacturing. Serving more than 200,000 clients, we have offices around the country, so you get attentive service from a local professional who personally knows you and your business and who will work with you to solve your insurance, risk, and HR management challenges. This means you never have to compromise again when it comes to managing and protecting your most important assets—your people and your business
