Client Experience Leader, Commercial Risk - Insurance Advisory Solutions, Southwest Region

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.
The Sr Client Experience Leader will lead other Client Experience Leaders and at times their own team of Client Managers. Working in alignment with the Director/Sr. Director of Client Experience, they are responsible for hiring, coaching, mentoring and development of their team to deliver 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.

PRIMARY RESPONSIBILITIES:

• Effectively coaches, mentors and manages and assists in the professional development of their leaders and their team to ensure colleagues learn, grow and thrive.  

• Team Leadership: They lead and mentor a team of experienced associates, establish performance expectations, and provide ongoing feedback and coaching. They lead leaders as well as a team of service colleagues.

• Training and Education: They identify and work with other departments to develop training programs delegate to CEL and Team Leads for training programs that enhance understanding of client engagement and emphasize a customer-centric approach within the organization. They identify and recommend improvements to various client service processes, promoting efficiency and a high-standard of service delivery across the organization.

• Cross-Functional Collaboration: They collaborate with other internal departments, like sales, marketing, operations and product development as well as National teams to ensure a seamless client experience across all interaction and touchpoints. To ensure proper implementation of processes and procedures. Matriculation of priorities to client experience team under our purvey.

• Innovation: They keep up-to-date with industry trends and technologies impacting client experience and look for ways to implement these advancements within their own organization.

• In partnership with the Director/Sr. Director of Client Experience, 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.

• Strategy Development: The Senior Client Experience Leader helps design and implement strategies that cultivate positive client relationships. They analyze key metrics to evaluate client satisfaction and determine areas for improvement.

• Crisis Management: They swiftly resolve any significant client issues or crises, ensuring complete resolution and minimal damage to the client or carrier partner relationship. Senior level has a level of discernment of what is a real urgent issue vs. what is urgent and important. High Emotional Intelligence and Situational Leadership skills in order to coach other leaders.

• Client Advocacy: They work to improve products and services based on client feedback. They are the clients' voice within the organization, ensuring their needs are understood and addressed, course corrected, at all levels. Senior Client Experience Leader exposure is more escalated client experience issues, root cause analysis, etc. They create client retention strategies, ensuring clients remain satisfied and loyal to the company over the long term.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to measure and analyze key performance indications

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

• Exceptional written, verbal and interpersonal communication skills

• Excellent knowledge of MS Office products and mobile device platforms and Advanced Excel Skills

• Demonstrates the firms core values, exuding behavior that is aligned with the firms culture

EDUCATION & EXPERIENCE:

• Minimum 7 years of related experience in a service industry and in a leadership capacity, 5+ years’ experience in leadership required

• 10+ years of experience in insurance preferred

• Maintains all licenses as required by the State Department of Insurance to provide consultation and solutions in states where the firm functions

• Experience with Agency Management System and/or other CRM related software

OTHER:

• Some travel required.

• Preference will be given to applicants in our Southwest Region (Oklahoma City, Houston, Dallas).

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 accommodation to applicants and colleagues who need them for medical or religious reasons.

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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.