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The Role
The Core Business Solutions Director manages daily operations, oversees client service, drives KPI performance, and leads a high-performance team in the insurance sector.
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 Small Business Service Center Director is responsible for the oversight of daily operations, management of staff, ensuring high client satisfaction, performance and KPI management, resolving escalated issues, and driving retention and efficiencies.
Primary Responsibilities
Strategy
Client Experience
Colleague Development
Broking Support
Position Specific Skills/Qualifications
Work Experience
Professional Licenses/Certifications
Essential Skills/Competencies
Education
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.
#LI-HZ1
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 Small Business Service Center Director is responsible for the oversight of daily operations, management of staff, ensuring high client satisfaction, performance and KPI management, resolving escalated issues, and driving retention and efficiencies.
Primary Responsibilities
Strategy
- 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 (e.g., retention, rollover, call center volumes)
- Supports communication planning and presents strategic vision while articulating benefits and listening to feedback
- Provides updates on performance and key initiatives to Sr. Leadership
- Leads change management initiatives
- Leads and participates in the advancement and implementation of new processes and technology
- Fosters a collaborative and accountable environment
- Management of staffing requests
- Ensures timely billing and cash collections
- Ensures key data elements are properly maintained leading to business insights
Client Experience
- Oversees client experience delivery model to ensure it meets quality, timeliness, and consistency standards
- Sales Leadership & Client Advisor collaboration
- Ensures client service teams maintain a disciplined focus on established workflows, standard operating procedures, and professional excellence standards
- Establish and/or manages an internal renewal planning cadence
- Drives the development and implementation of consistent roles and responsibilities across all functions
- Implements the standard team structure designed to provide clients with dedicated lead and support colleagues with call center and outsourcing support
- Monitors call center volume and effectiveness and identify training opportunities
- Acts as liaison with the outsourced services team and works to build a one team culture across all functions
Colleague Development
- Motivates, develops, and leads a high-performance team
- Ensures colleague goals are created and cascaded
- 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
Broking Support
- Remains current with industry developments regarding small business 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 marketing and 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 adherence to consolidation and disintermediation when in the clients best interest
Position Specific Skills/Qualifications
Work Experience
- 10+ years’ experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages
- 5+ years’ experience in call center management
Professional Licenses/Certifications
- Must hold state Property & Casualty insurance license
Essential Skills/Competencies
- Strong leadership, communication and project management skills
- Strong business and financial acumen
- Deep understanding of the small business marketplace, carrier products and services, and customer needs
- Deep understanding of small business program design and coverage forms. Able to provide consultation of coverage needs and educate colleagues
- Highly proficient in agency management systems (EPIC), comparative raters, carrier portals, and other technologies that lead to efficiencies
- Deep understanding of outsourcing functions to third-parties
- Maintains effective relationships with key stakeholders, clients, co-workers, and colleagues. Viewed as a team player and is cooperative and collaborative
- Highly proficient in analyzing data / KPIs to drive desired results
- Highly proficient in Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be skilled in Excel, Word, and other MS Office products.
- Strong written, oral, and interpersonal communication skills. Sets to achieve day-to-day objectives within the context of specified solutions. Develops and implements work plans for completing projects.
- Able to develop short- and long-term strategies that have high impact on client/prospects and the business. Anticipates obstacles and identifies ways to overcome them.
- Provides resolution to a diverse range of problems. Uses critical thinking to identify key barriers to resolve complex situations. Able to solve complex problems by taking a new perspective
Education
- College degree is required.
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.
#LI-HZ1
Skills Required
- 10+ years' experience in Commercial Property & Casualty
- 5+ years' experience in call center management
- Must hold state Property & Casualty insurance license
- College degree is required
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.
World Insurance Associates LLC Insights
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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
