UPS Division - Director, Client Service

Overall service management responsibility for a book of business within the Division. Responsible for recruiting, training and development of Service Managers. Establishes overall objectives of the service team in line with the business objectives. Coordinates distribution and service related issues with internal departments. Responsible for managing external relationship issues (agents/brokers, customers, industry associations, etc.).

Responsibilities

Oversees delivery of the full scope of Account Management Services to customers and/or ex customers, agent/broker partners through staff Service Managers. Establishes overall objectives of the team that support SBU goals and business plan. Responsible for the recruitment, hiring, training and development of Service Managers. Establishes objectives, assigns accounts and monitors workload. Completes performance appraisals and provides coaching and career guidance to staff. Responsible for establishing and maintaining relationships with key customer contacts and agents/brokers, assisting Distribution and Underwriting with key prospects, stewardship and renewal presentations. Maintains overall responsibility for resolution of service issues. Manages appropriate delivery of service by segment to ensure account level profitability and retention programs to include all stewardship components. Works in conjunction with H.O. Service Management to evaluate workflow processes to determine effectiveness and compliance. Identifies methods to reduce costs and/or enhance customer service and also participates in the development of new programs and organizational change. Assists Division General Manager and H.O. Service Management with budgeting and expense control issues. Participates in annual planning process and has administrative responsibility to oversee fixed assets for the service area.