Associate Vice President, Client Service Centre

at  HUB International

Position Summary:
The Associate Vice President, Client Service Centre reports to the Vice President, Personal Lines Operations. They are responsible for meeting overall growth and profitability targets by supporting all distribution channels by overseeing the contact center and specific assigned branch(s).

OUR CULTURE STARTS WITH YOU

• We are looking for SELF-STARTERS with an ENTREPRENEURIAL mindset who will take OWNERSHIP of their business
• We want you to be INNOVATIVE and open to sharing your ideas
• You work with URGENCY while providing a high level of PROFESSIONAL SERVICE towards our customers, communities, & colleagues.
• You are a TEAM PLAYER who positively impact those around them; We MOTIVATE each other to GROW TOGETHER
• You work with a high degree of INTEGRITY and ACCOUNTABILITY
  To find associated positions at our HUB simply search myHUBbc as a keyword in the search bar on our careers page!
  Department Account Management & Service
  Required Experience: 5-7 years of relevant experience
  Required Travel: No Travel Required
  Required Education: High school or equivalen

• In partnership with the VP, develop and execute the annual business plan with a focus on
• Overall new business and business retention
• Exceptional client experience & client outreach
• Service model strategy
• Best practices
• Industry involvement
• Mentoring, training and development
• Ensure consistent and effective application of insurer, HUB corporate policies and procedures as they apply to the business or to the employees
• Collaborate on forecasting, budgeting, and workforce planning to optimize call center operations
• Execute strategies for continuous improvement of key performance metrics including
• Contact Center metrics such as: average speed of answer, service levels, abandon rates etc.
• Activities
• Renewal Retention
• Accounts Receivable
• New Client Acquisition
• Prospecting Conversion Rate
• Division Profitability
• Customer Satisfaction Scores
• Develop sales strategies including referral programs, inbound upsell and outbound dialing initiatives to drive revenue growth and customer acquisition
• Assess market and identify current and prospective opportunities to obtain new clients; monitor business results and take appropriate corrective action when
• necessary to ensure targets are met
• Provide leadership, support and collaborate with other business areas as needed
• Other duties and responsibilities as assigned