Client Experience Leader, Commercial Risk - Insurance Advisory Solutions

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.POSITION SUMMARY:

• The Client Experience Leader, Commercial Risk leads, mentors, coaches, hires, develops and evaluates the team of Account Managers. They will ensure the delivery of world class service to all current and prospective clients. Responsible for identifying key performance measurables and metrics that ultimately contribute to the overall growth, profitability, and innovation of the CRMG. Will work to ensure that measures put into place are scalable and consistent across CRMG.

PRIMARY RESPONSIBILITIES:

• In partnership with the Managing Director and partners, leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment. 
• Lead execution of strategies to enhance the client experience 
• Responsible for achieving and maintaining high client retention 
• Ensure efficiency in workflows and operational execution 
• Lead service team integration projects 
• Manage insurance company partner relationships including team meetings, and coordinating training for important market updates 
• Effectively coaches, mentors, and manages and assists in the professional development of team colleagues to develop bench strength. 
• Helps create an environment where open communication is encouraged, and morale is high.
• Possesses day-to-day oversight, direction, and accountability of team colleagues. 
• Performs annual performance reviews for team colleagues, provides Managing Director with review of team colleague performances for the purposes of making bonus and compensation decisions. 

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Certification(s): None required; None preferred
• License(s): Maintains all licenses as required by the State Department of Insurance to provide service, consultation, and financial risk transfer solutions in states where the firm functions.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Has a high level of technical insurance knowledge. 
• Can manage his/her performance, adhering to established workflows and processes, along with that of team colleagues. 
• Develops effective strategies and tactics and creates positive motivation for team colleagues to achieve vision.
• Is organized and possesses excellent verbal and written communication skills. 
• Excellent written and verbal communication skills.
• Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture

TECHNICAL, COMPUTER, AND SYSTEM-SPECIFIC SKILLS REQUIRED:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Ability to learn any other appropriate program or software system used by the firm as necessary

OTHER REQUIREMENTS:

• None

SPECIAL WORKING CONDITIONS:

• Fast paced multi-tasking environment

IMPORTANT NOTICE:

• This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.

EEOC (STATEMENT):

• The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.

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