Commercial Client Services Manager

Commercial Client Services Manager

Waterloo, ON

We are looking for a highly motivated and dynamic leader to join our team.  The successful candidate must demonstrate a solid understanding of commercial experience and team management experience. This role will focus on maximizing both effectiveness of processes and efficiencies in procedures, emphasizing professionalism and consistency within the commercial department, to ensure the delivery of exceptional client service.

Key Job Responsibilities

• Maintain and service a book of business as outlined in the Client Service Broker job description
• Overall supervision and development of all Client Service Brokers within designated team
• Ensure full utilization by all team members of all systems in the Commercial Department
• Ensure staff meet and adhere to the Client Driven Service Model 
• Provide guidance and support to commercial service staff 
• Assist in hiring of new service staff ensuring they meet the qualifications of the position
• Implement new service staff training program, and provide weekly feedback to determine next steps required for the successful onboarding of new staff. 
• Provide a weekly report on current staff, including successes, challenges, and performance issues, including solutions.
• Provide a quarterly report on each staff member outlining training opportunities, career planning, performance management and an action plan for development of that employee.
• Ensure underwriting practices and procedures are effectively understood, reinforced, and in compliance (e.g. policy changes, renewals, etc.)
• Ensure staffing levels are appropriate to meet client needs, including a quarterly review of the book of business within your designated branch. 
• Monitor and adjust workflow and service standards within the team
• First point of contact for insurance carrier service issues and procedural changes.   
• Supervise processing of policy transactions and the posting of daily transactions

Educational and Experience Requirements

• University or College degree an asset
• RIBO/CIP/FCIP/CRM an asset
• 10 + years of commercial insurance experience
• 5 years management or supervisory experience preferred
• Strong analytical, organization and time management skills
• Excellent interpersonal, written and verbal communication skills
• Demonstrated leadership abilities
• Demonstrated team-building skills

Gallagher offers competitive salaries and benefits, including; medical, dental, vision plans, life and accident insurance, pension plan, employee stock purchase plan, educational expense reimbursement, employee assistance programs, opportunity for flexible work hours, and training programs.

We are an equal opportunity employer which values diversity in the workplace and are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Please email your resume in confidence to Human Resources at ajg.careers.canada@ajg.com and include “Commercial Service Manager - Waterloo” in the subject line. We thank all applicants for their interest in this opportunity. Please note that only successful candidates will be contacted. No telephone inquiries or agencies please.

About Gallagher

Since 1927 Arthur J. Gallagher & Co. has grown to become one of the world’s largest insurance, risk management and consulting brokerages, employing close to 27,000 people across 35 countries and serving clients in over150 countries.

At Gallagher, we are committed to demonstrating the highest level of professional ethics. Our success is underpinned by doing what's right; we lead the way we serve our clients, the way we develop our employees and the way we support our communities. We think and behave differently than other brokers because we know that brand names don’t deliver services – people do.

Our Canadian roots run deep, dating back to 1890.  In Canada, Gallagher employs close to 1200 people in more than 35 offices across the country.  For more information, visit our website www.ajgcanada.com.