Assistant Director, Client Service

Liberty Mutual Fire Insurance Co.; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Liberty Mutual Fire Insurance Co. seeks a Client Service Manager to lead a group of CSMs, delivering high-quality service to customers and brokers, and to help recruit, train, and develop the team.

The role focuses on developing objectives, driving performance, managing external relationships, and advancing the regional client service strategy while navigating a hybrid schedule with two in-office days. Candidates should have advanced knowledge of P/C insurance, strong leadership, and the ability

Qualifications

• Advanced knowledge of commercial property/casualty insurance, risk management, and applicable state regulations
• Knowledge of underwriting, plan construction, pricing, service contracts, and funding/financial security agreement
• Ability to delegate, communicate effectively (listening, presenting, writing), seek support, plan/work, analyze problems, build relationships, and focus on the big picture
• Ability to prioritize operational impact, manage time, and develop employees with a related bachelors degree and 7 years of experience, some in leadership
• A masters degree, ARM designation or CPCU designation desired

Responsibilities

• Effectively partners and manages relationships with key internal stakeholders for mutual success.
• Establishes a leadership voice in the region by strengthening relationships across Field Ops, UW, Claims, Risk Control, and other key internal partners by sharing key service strategic initiatives and client updates.
• Identify opportunities for direct and indirect reports to make additional contributions to ensure the overall success of GRS.
• Assists Director of Client Service in the recruitment, hiring, training, and development of service team within region.
• Assists Field Operations and Underwriting with key prospects and renewals.
• Effectively leads, manages, and develops team to achieve organizational goals and deliver exceptional service to clients and brokers.
• Completes performance evaluations and provides targeted feedback and coaching.
• Drives GRS growth efforts by prospecting and developing relationships with select clients and their broker(s).
• In partnership with Field Operations and Underwriting, aim to secure off-cycle meetings and solicit submissions that result in quotes and new business.
• Drives partnership between key profit center(s) and Client Service by serving at the dedicated Service liaison.
• Responsible for knowing and communicating key strategies, results, market trends, etc.)
• Manages assigned accounts, handling servicing aspects of relationships.
• Partners closely with Claims and Risk Control to ensure consistent protocols, delivery of services, and business practices.

Skills

Commercial property/casualty insurance

Risk management

Leadership

Communication

Analytical thinking

Delegation

Education

Related bachelors degree

Masters degree / ARM / CPCU desirable

Job description

Description

Manages a group of Client Service Managers (CSM) to deliver consistent and high-quality service to customers and brokers. Assists in recruiting, training, and developing team members. Responsible for developing annual objectives that support assigned account success, as well as accountable for team performance and development. Contributes to the development, implementation, and execution of the business plan and strategies. Resolves service-related issues with internal partners. Responsible for managing external relationships (clients, agents/brokers, industry associations, etc.) and issue resolution. Manage assigned accounts, handling servicing aspects of relationships. The selected candidate will work a hybrid schedule with two days in the office/market. This policy is subject to change.

Responsibilities

• Effectively partners and manages relationships with key internal stakeholders for mutual success.
• Establishes a leadership voice in the region by strengthening relationships across Field Ops, UW, Claims, Risk Control, and other key internal partners by sharing key service strategic initiatives and client updates.
• Identify opportunities for direct and indirect reports to make additional contributions to ensure the overall success of GRS.
• Assists Director of Client Service in the recruitment, hiring, training, and development of service team within region.
• Assists Field Operations and Underwriting with key prospects and renewals.
• Effectively leads, manages, and develops team to achieve organizational goals and deliver exceptional service to clients and brokers.
• Completes performance evaluations and provides targeted feedback and coaching.
• Drives GRS growth efforts by prospecting and developing relationships with select clients and their broker(s).
• In partnership with Field Operations and Underwriting, aim to secure off-cycle meetings and solicit submissions that result in quotes and new business.
• Drives partnership between key profit center(s) and Client Service by serving at the dedicated Service liaison.
• Responsible for knowing and communicating key strategies, results, market trends, etc.)
• Manages assigned accounts, handling servicing aspects of relationships.
• Partners closely with Claims and Risk Control to ensure consistent protocols, delivery of services, and business practices.

Qualifications

• Advanced knowledge of commercial property/casualty insurance, risk management, and applicable state regulations
• Knowledge of underwriting, plan construction, pricing, service contracts, and funding/financial security agreement
• Ability to get work done through others (delegate), communicate effectively (including listening, making presentations, writing clearly, giving constructive feedback, etc.) get support from above, plan/organize work, analyze and solve problems, build relationships, and focus on the larger picture
• Ability to prioritize the things that will make the difference operationally, use time effectively, and develop/engage employees as normally acquired through a related bachelor`s degree and 7 years of experience, some of which should be in a leadership capacity
• A masters` degree, ARM designation or CPCU designation desired

About Us

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefitsLiberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, s