Manager, Client Services

WHO IS ONEGROUP?

OneGroup is a team of more than 200 insurance and risk management professionals who are ONE company acting as ONE team, with ONE focus and ONE mission: To serve each client as our ONE client.

OneGroup is one of the fastest growing independent insurance and risk management organizations in the northeast. With team members in 18 locations, OneGroup is able to provide best in class client resources while maintaining an entrepreneurial, friendly and fun environment. A subsidiary of Community Bank, NA (NYSE: CBU), OneGroup is headquartered in Syracuse, NY.

OneGroup's company culture sets us apart from the rest. Our core values, what we call "The OneGroup Way" consists of the following:

Knowledge Development - Professional growth but also understanding the company, workflow processes and the right people to get the job done. Adopting a growth mindset in everything we do.

Big Picture - How your individual contributions connect to the bigger things around us that can make a difference to the client. How do you utilize your talents and the attributes of those around you to create a unique solution for the client.

Acknowledgement - Recognize others contributions, appreciate what others do and their strengths.

Transparency - An environment that encourages open communication and feedback.

Bigger Purpose - How do we become more than just an insurance company to our clients? We seek to enhance our client's businesses, support their mission and understand their challenges.

The Manager of Client Services will manage efforts in operational excellence for a client service department within our commercial insurance division. Focused on utilization of both hands-on and strategic thinking, this position will implement strategies to help create efficiencies in the department. This position has a critical focus on implementing process improvement and culture within the department, to support efforts in ensuring client satisfaction, service, and support. As a manager of the department, you are responsible for operational oversight, leadership, and guidance to a defined team, sharing feedback on department and client needs to leadership, and ensuring the department meets the goals and objectives of the company. Managers must maintain clear, concise communication with team members regarding process and procedure, performance management, department goals, employee engagement, and company vision. Responsibilities of a Manager are defined as, but not limited to:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leadership and Team Management:

• Oversee and manage the client advisor team, providing coaching, technical support and mentorship and ensuring they are aligned with the company's client-focused strategies and goals.
• Foster an environment of skill development and technical development to allow for long term career development.
• Drive team engagement by creating a positive and collaborative work environment.
• Lead the implementation of a client service strategy that ensures exceptional client experiences and satisfaction. Foster strong and lasting relationships with clients, acting as a trusted point of contact for high-value clients.
• Keep the team informed of industry trends, regulatory changes and company updates that impact service delivery.
• Ability to maintain a book of business while supporting and developing the client advisor team.
• Lead team meetings to identify needs, resolve engagement issues, share department, company, and/or industry initiatives and insights.

Performance Management:

• Collaborate with management team to establish agency standards for service performance and lead staff to adhere to and ensure compliance with those standards.
• Review direct team's performance, setting goals, monitoring performance and providing coaching and feedback to drive team performance and lead the department to collectively meet department goals.
• Execute strategies to enhance client retention rates, encourage cross-selling, and upsell additional insurance products. Identify opportunities for expanding client relationships, including through additional insurance coverages.
• Prepare and report on team performance to upper management team.
• Identify trends and gaps in performance and implement action plans to address and improve performance.
• Monitor productivity of team members; delegate and shift work within team environment.

Client Relationship:

• Advocate for clients' needs within the firm, ensuring that their unique requirements are understood, prioritized, and met.
• Collaborate with other departments to ensure the firm's offerings align with client expectations.
• Monitor and assess client satisfaction through surveys or feedback mechanisms. Take proactive steps to address concerns or issues and continuously improve service quality.
• Address client concerns, inquiries, and issues promptly and professionally. Collaborate with the client service team to ensure complaints are resolved to the client's satisfaction.

Oversee the maintenance of accurate and up-to-date client records, ensuring the client advisor team is documenting all client interactions.

Process Improvement:

• Identify areas of improvement in processes and workflows to increase efficiency and enhance the client experience.
• Lead initiatives to implement best practices and standard operating procedures across the service team.
• Monitor service metrics and results and implement appropriate changes to improve results.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner

Education:

• College Education Preferred

Professional Certifications/Licenses:

• To obtain applicable license(s).
• If licensed, maintain Broker License(s) through continuing education.

Travel:

• Up to 40% Travel required to other offices within region.

Experience/Skills:

• Must have a minimum of 4 years of service and successful record in current role, or equivalent external experience
• Excellent customer service skills and training abilities.
• Well-developed written and verbal communication skills.
• Excellent interpersonal communication skills with ability to build trusting relationships.
• Ability to manage multiple tasks efficiently.
• Must be well-organized and work with attention to detail.
• Ability to function in a fast-paced and changing environment.
• All applicants must be 18 years of age or older.

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.