The Senior Manager, Client Services Team is responsible for overseeing the daily operations of their teams within the Client Services Team, ensuring alignment with strategic goals and objectives. This role involves managing the performance and development of managers and teams, ensuring compliance with policies, and maintaining high standards or quality, efficiency, and customer satisfaction.
At Amwins our people are our greatest asset. We hire the best talent in the industry and provide our employees with tools to deliver innovative insurance solutions. Here, talent is valued, success is celebrated, and great teamwork defines our culture. Our collaborative environment is the perfect place for you to contribute meaningful national strategies to a rapidly growing organization. Maintaining a professional environment is important, even in a remote setting. When participating in virtual meetings and collaborative work, please ensure your camera is on and you are dressed professionally. This helps foster engagement and strengthens our team presence.
As part of our growing Client Services Operations Team, you’ll play a critical role in shaping processes and fostering a collaborative, team-oriented environment. Our ideal candidate should possess adaptability, drive, and attention to detail, ensuring effective leadership and continuous improvement within the team.
Responsibilities
- Lead, plan, direct, and coordinate the operations of CST Service Center, including human resources and the performance of managers and teams.
- Coach, mentor, and provide clear expectations, feedback, and recognition to managers and staff. Foster a culture of accountability, collaboration, and excellence.
- Monitor and evaluate the operational performance and productivity through key performance indicators (KPIs), data analysis, and best practices.
- Focus on queue management, efficiency metrics, service level expectations, and resources allocation
- Track progress on cross-training execution and identify training opportunities
- Oversee overtime management, team accuracy, and coaching on errors
- Address any quality concerns in managers and team to ensure the health of services and consistent service delivery
- Set and communicate operational goals and targets, and track and report on the progress and outcomes.
- Partner with multiple CST Operations teams to manage escalated issues, ensuring optimal customer experience outcomes.
- Strive to exceed customer service expectations in communication and timelines
- Identify root causes of issues and implement innovative solutions
- Lead operations projects and initiatives, collaborating with senior management and stakeholders to drive continuous improvement, innovation, and growth.
- Ensure adherence to all standard operating procedures, while maintaining a safe, ethical, and respectful work environment.
- Implement and enforce operational standards, procedures, and protocols across CST.
- Manage the operational budget and resources, ensuring efficient use of assets within the financial plan.
- Establish and maintain effective relationships with internal and external partners, customers, and vendors. Represent the company in operational meetings and through team performance.
- Promote and exemplify a supportive and inclusive team culture.
- Bachelor's degree in business administration, operations management, or related field.
- 3-5 years of experience in operations management, and at least 1-2 years of experience in a senior leadership role.
- Proven track record of leading and managing multiple teams and projects and delivering results in a fast-paced and dynamic environment.
- Strong knowledge and skills in operations management, strategic planning, process improvement, quality assurance, and working towards KPI targets.
- Exceptional leadership, communication, interpersonal, and problem-solving skills.
- High level of operations acumen, business acumen, and ability to learn new industries quickly.
- Ability to work under pressure, handle ambiguity, and adapt to changing priorities and needs.
- Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel, etc.).
