Stewardship Manager - Private Client Services - Marsh - Palm Beach, FL

Position has overall responsibility for the office's client retention and maximum growth on the existing book of business.  Ensures the achievement of superior client stewardship for the office.  Directs the overall performance of Stewards in the office by providing day-to-day management and coaching.  
 
Monitors overall client satisfaction and ensures appropriate level of service delivery.  Ensures clients are appropriately assigned to Stewards based on set criteria and standards. Oversees the stewardship process and monitors adherence to procedures and guidelines.Develops service strategies to ensure client's needs and expectations are met.Drives focus on a customer-focused sales and servicing environment.Participates in stewardship review process and meetings for large clients.Assists in resolving complex client or underwriting issues.Assigns clients to appropriate Stewards based on client complexity and skills and experience of individual.Ensures that all clients receive a Stewardship review as outlined in the Stewardship Guidelines.Sets referral, new business and cross-selling goals for Stewards and monitors achievement of these goals.Effectively manages weekly, monthly and quarterly reporting requirements.Ensures all billing is being managed on a timely basis.Ensures that all workflow, process and procedures are followed.Directly manages the Stewards within the office.Identifies and evaluates potential new hires.Sets goals for staff and provides feedback and coaching on a regular basis.Conducts performance reviews on an annual basis and administers salary changes for the staff.Ensures that staff attends appropriate training in order to expand their skills and knowledge of relevant services, products, systems and processes.Ensures that Stewards utilize the Applied system in an accurate and timely manner to enter and maintain certain account information.Shares relevant information with the staff to ensure goal achievement and uses Applied reports to monitor progress towards goals.Ensures that all regulatory requirements are met and complies with all internal policies and procedures.Other duties as assigned.  
At least six years of high level client service experience in a related industry.  Personal lines insurance experience strongly preferred.Demonstrated management experience required, with a focus on goal setting and coaching.  Exhibits proven leadership skillsHolds appropriate P&C license.Bachelor's degree strongly preferred.Effective written and verbal communication skills, including the ability to communicate with remote locations, external clients, and carriers.  Demonstrated ability to deliver highly technical information to less technical individuals.Proven time management skills are necessary. Must demonstrate strong organizational skills with a proven ability to manage multiple priorities, deliver timely and accurate work products with a customer service focus, and respond with a sense of urgency as required.Must be highly proficient in the use of personal computers and supporting software in a Windows based environment, including MS Office products (Word, Excel, PowerPoint) and Lotus Notes; experience using customer or contact relationship management software strongly preferred, knowledge of Applied is ideal.  Should be knowledgeable in the use of intranet and internet applications.Demonstrated ability to function effectively as a team-oriented self-starter in a high visibility client environment.Proven ability to exercise sound judgment and strong problem solving skills.Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development.Some travel required.