Director, Client Services
On-siteSouthington, Connecticut, United States
Job Summary
Manage the Client Experience Assistant team, National Access Lead, and National Audit Lead while driving strategic initiatives in Agency Services and Risk Control. Direct the implementation of new systems, optimize existing technologies, and develop workflows for the Large Loss Notice process to ensure operational efficiency. Maintain data integrity across multiple platforms, coordinate cross-departmental alignment, and lead improvements in audit, access, and staffing. Review activities and costs to measure progress toward goals, propose programmatic changes, and support leadership in developing Salesforce reporting and scorecards.
Required Qualifications
- Proven experience in operations management, preferably within insurance, claims, or a related industry
- Strong project management skills, with a record of delivering results in a dynamic environment
- Understanding of Salesforce or similar CRM platforms
- Understanding of Agency appointment and due diligence process
- Understanding of Risk Control capabilities
- Ability to develop workflows, streamline processes, and manage data integrity across platforms
- Experience with writing and implementing program level policy and procedures
- Ability to interact collaboratively and work effectively with a multi-functional team and throughout the organization; fosters an environment of shared responsibility and accountability
- Strong leadership skills, with experience managing cross-functional teams
- Analytical mindset with a focus on identifying efficiencies and implementing improvements
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