Chubb

Combined Insurance, a Chubb Company, is seeking a Sr. Manager of Account Management to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

Job Summary 

The Sr. Manager of Account Management is responsible for leading a team of Account Managers and helping develop and manage large medium and small group clients. The Sr Manager will be responsible for building strong relationships with key sales partners, clients and brokers. As the leader of the team, you will be responsible for timely and successful resolution of any escalations pertaining to client issues and improving the overall client experience. The Sr. Manager will be responsible for building out the Account Management Team strategy for Combined US Agency Channel including the development of standardized processes, effective use of tools/templates and help drive process improvements that will result in better customer satisfaction. This position will report to: Director of Implementation & Account Management. 

Responsibilities 

• Build trust-based working relationships with brokers, agents, client counterparts and home office staff.
• Help the team provide on-going support to clients to ensure all questions on any element of a case are handled timely and professionally. This includes working knowledge of policy information, claims, premium, billing options, etc.
• Deliver exceptional and timely customer service when addressing questions and issues.
• Manage and steward escalation toward resolution in a timely and efficient manner.
• Conduct regular team meetings, 1:1 conversations, and participate/speak at all other calls/meetings as needed.
• Conduct block reviews with the team to regularly assess the health of their block which will help improve client persistency.
• Establish a client stewardship process for large customers.
• Attend zonal sales meetings when necessary to build relationships with sales partners.
• Engage team via coaching and mentoring to maintain culture of continuous improvement.
• Ensure process maps and documentation are kept up to date for the team.
• Create any needed documentation when gaps are identified, or new processes are created.
• Assist leadership with any reporting, projects and process improvement planning

Competencies

• Business Acumen: The ability to apply technical expertise, special knowledge, maturity, and judgment to business issues and, as a result, improve Combined and/or team performance. Demonstrates technical, business and market knowledge and leverages it to Combined’s advantage. Is analytical, data-driven, and fact-based in decision-making. Remains an active student of the Combined Insurance business. Maintains both a “big picture” perspective and a detailed operational understanding of one’s own area of responsibility.
• Influence: Understands how the company works, manages the matrix, and collaborates with and influences others to get things done, even without formal authority. Communicates effectively and passionately about our business. Can persuade, convince, and influence people on important issues. Anticipates and prepares for how others will react and can overcome resistance. Deepens relationships at all levels – within Combined and outside.
• Inclusive Team Leadership: Effectively manages the performance of all team members, motivating and inspiring others toward achieving specific goals. Can adapt leadership style to individual differences and preferences; allows for divergent views and manages constructive conflict. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Combined”. Defines clear roles and responsibilities while holding others to high performance standards. Has an inclusive mindset; creates and maintains an inclusive environment of teamwork and collaboration that is motivating for others. Takes a genuine interest in employees, providing them with feedback and opportunities to support their professional development. Actively seeks to build a diverse team and leverages different capabilities.
• Execution: Effectively and efficiently uses personal initiative, managerial authority, and organizational resources to deliver on commitments. Continuously reviews operating plans and measures results. Creates a clear line of sight between individual actions and the broader business goals. Pushes oneself and others to deliver results. Does not tolerate mediocre performance – taking appropriate action with those who are not meeting. Expectations
• Ownership: Takes full accountability for achieving (or failing to achieve) desired results. Maintains momentum under pressure and shows persistence in overcoming obstacles. Uses constructive feedback to improve performance and results. Accepts accountability for team success or failure. Is optimistic about the future of Combined and takes personal pride in the company.
• Integrity & Courage: Upholds and models Combined/Chubb values, even in challenging situations, when making decisions and communicating to others. Sets a good ethical example and acts as a role model for others, even when it’s difficult to do so. Is direct, truthful, and widely trusted. Demonstrates confidence in one’s own opinion, analysis, or point of view. Raises difficult issues with others in order to improve business performance.
• Strategic Focus: Incorporates a long-term perspective on Combined and the markets in which Combined operates into both planning and execution. Understands how one’s own team, unit or function fits into the broader Combined/Chubb strategy and sets priorities accordingly. Anticipates future trends and builds or adjusts business plans accordingly. Creates a compelling picture of the future that inspires others. Uses customer and client insights to adjust and/or drive product and service solutions.

Skills

• Demonstrated analytical skills and knowledge base to consult with customers on insurance products.
• Excellent interpersonal and communication skills both verbal and written, good presence, strong team player, encouraging, diplomatic and flexible with the ability to listen well, be persistent and patient in endeavoring to fully understand customer needs.
• Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight.
• Ability to prioritize and manage customer expectations accordingly.

Education and Experience 

• Minimum of five years of insurance industry knowledge and experience in implementation, account management or project management is required. Voluntary/Worksite marketplace experience preferred.
• Minimum of three years of experience successfully managing projects and/or stakeholders with and without direct authority strongly preferred.
• Bachelor’s degree or equivalent experience required.
• Ability to travel up to 25%

OUR BENEFITS

As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees: 

• Health insurance
• Dental insurance
• Tuition reimbursement
• A company-match 401(k) plan
• Disability insurance
• Life insurance
• Employee referral bonuses

ABOUT COMBINED INSURANCE

Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.

ABOUT CHUBB

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

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