Avp, Customer Service Delivery Manager

Company Details

Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require world-class risk and claims management customized to their needs, a team of select expert independent agents and innovative digital tools to keep it simple and easy. We'll blend our partners, products and capabilities with all that is Berkley, generating a modern solution for the customers we serve.

Our culture is one of innovation, creativity and teamwork. Our team is highly motivated, passionate about our business, and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.

The company is an equal opportunity employer.

Responsibilities

We have an opportunity for an AVP, Customer Service Delivery Manager to join our team! As a key member of the Berkley One team focusing on P&C insurance for the high net worth market, you will be responsible for the successful operation of a customer friendly, omni-channel service delivery call center operation for the discerning high net worth customer and their agents.

This role will be based in our Wilmington, DE office

We have a welcoming culture valuing our employees - we trademarked the phrase Everything Counts, Everyone Matters to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us!

Key functions include but are not limited to:

• Manage our Service Center/Call Center teams located in Wilmington, DE and Luverne, MN

• Oversee our multiple service delivery channels and ensure we deliver a high level of service across channels, continually gathering feedback and metrics for insight and improvement

• Support the underwriting, risk management, and claims organizations by serving as the liaison with the customer and agent for information and documentation

• Establish our standards and processes for hiring, onboarding and retaining high performing team members who deliver our service promise; including career pathing and development at all levels

• Establish our service level standards, reporting, and metric needs

• Continually measure and improve customer and agent satisfaction by collecting feedback and staying current with new technologies and best in class practices for the luxury market

• Continue to evolve our service platforms such as telephony, chat, and email to stay up to date with growing needs and solutions

• Support our agents and clients where necessary throughout every step of their journey

Qualifications

• Bachelor's Degree or equivalent experience

• A minimum of 6+ years of experience in a customer service/call center delivery managerial position

• A track record of building, growing, and managing high performing call center teams who deliver excellent customer service

• Well versed in the processes, metrics and data that make a service center successful

• Experience with customer service technologies and best practices

• Incredible empathy and understanding of the needs of employees, customers, and our agents

• A strong sense of accountability and ownership; known for super responsiveness

• Natural curiosity, a love of learning how things work and always on the lookout for innovative improvements

• Calm under pressure, possessing excellent organizational skills, integrity, and follow-through on tasks, able to challenge the norms while working collaboratively with colleagues at all levels of the organization

• Excellent communication and collaboration skills

• Insurance experience, either on the carrier or producer side is a plus, but not required

Additional Company Details

We do not accept any unsolicited resumes from external recruiting firms. The company offers a competitive compensation plan and robust benefits package for full time regular employees including: • Base Salary Range: $125,000 - $160,000 • Eligible to participate in annual discretionary bonus and equity • Benefits include: Health, dental, vision, dental, life, disability, wellness, paid time off, 401(k) and profit-sharing plans The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Sponsorship Details

Sponsorship not Offered for this Role Responsibilities We have an opportunity for an AVP, Customer Service Delivery Manager to join our team! As a key member of the Berkley One team focusing on P&C insurance for the high net worth market, you will be responsible for the successful operation of a customer friendly, omni-channel service delivery call center operation for the discerning high net worth customer and their agents. This role will be based in our Wilmington, DE office We have a welcoming culture valuing our employees - we trademarked the phrase Everything Counts, Everyone Matters to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us! Key functions include but are not limited to: - Manage our Service Center/Call Center teams located in Wilmington, DE and Luverne, MN - Oversee our multiple service delivery channels and ensure we deliver a high level of service across channels, continually gathering feedback and metrics for insight and improvement

• Support the underwriting, risk management, and claims organizations by serving as the liaison with the customer and agent for information and documentation

• Establish our standards and processes for hiring, onboarding and retaining high performing team members who deliver our service promise; including career pathing and development at all levels

• Establish our service level standards, reporting, and metric needs

• Continually measure and improve customer and agent satisfaction by collecting feedback and staying current with new technologies and best in class practices for the luxury market

• Continue to evolve our service platforms such as telephony, chat, and email to stay up to date with growing needs and solutions

• Support our agents and clients where necessary throughout every step of their journey