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Director, Personal Insurance Retention
2 months ago
POSITION OVERVIEW
The Director, Personal Lines Retention leads the development and implementation of Waypoint’s Personal Line renewal strategy in alignment with overall Personal Lines strategy. Plays a critical role in maintaining and growing Personal Lines revenue and expanding market share by monitoring, guiding, and enhancing Renewal team performance in targeting, activating, and maintaining existing Waypoint clients. Works to identify, analyze and enhance retention. Oversees the Personal Lines Centralized Services team, working on developing operational efficiencies and enhancing Waypoint’s customer service levels within that team. Acts as a partner to the New Business Lead to ensure a connected “One Waypoint” approach focused on cross-selling opportunities. Provides strategic leadership and coaching to Renewal Team Leads and Personal Lines Centralized Service team leads.
RESPONSIBILITIES:
SALES STRATEGY RENEWAL STRATEGY AND PERFORMANCE
- Develops and implements the strategic direction, vision, and goals for Personal Lines Retention, including growth and resource planning, in collaboration with the VP, Personal Lines.
- Establishes, tracks, and communicates key performance indicators for Retention, ensuring alignment with the VP, Personal Lines.
- Provides leadership, coaching, and mentorship to Retention Leads, ensuring effective use of resources and support throughout the customer renewal process.
- Oversees Retention and PLCS performance, ensuring teams meet or exceed performance targets, and offers support and coaching for performance improvement as needed.
- Shares and benchmarks renewal best practices across the Waypoint organization.
- Keeps up-to-date with market trends, competitor activities, and emerging technologies related to renewal optimization.
- Collaborates with stakeholders to create and update documented processes and procedures for Retention and Centralized Service teams.
CUSTOMER SERVICE STRATEGY
- Collaborates with the VP, Personal Lines to implement the ‘Waypoint Way’ Customer Service strategy across the Retention and Centralized Service teams.
- Defines, tracks, and communicates the customer journey, ensuring alignment with the VP of Personal Lines.
- Partners with other departments to implement and review customer survey results, ensuring effective use of feedback.
RENEWAL ANALYSIS & RESOURCE ALLOCATION
- Provides strategic guidance to Retention Team Leads for the development and execution of retention plans.
- Leads the creation and implementation of renewal initiatives aimed at key business segments, in collaboration with the Director, Personal Lines Sales as needed.
- Monitors renewal rates against set targets and historical benchmarks.
- Ensures high-performance teams exchange best practices and lessons learned.
- Identifies opportunities for improvement within low-performance teams and offers coaching and support for performance enhancement as necessary.
RELATIONSHIP MANAGEMENT
- Cultivates strategic partnerships to drive sales, identifying opportunities for cross-selling and up-selling.
- Supports the VP, Personal Lines with complex or non-routine inquiries.
- Engages appropriate Waypoint expert resources to ensure clients receive comprehensive information, resources, and support.
- Serves as a subject matter expert, providing Personal Lines expertise to colleagues and clients.
Requirements:
- Requires Validation with Waypoint Subject Matter Experts and Job Target-related language (Predictive Index)
- Degree in Business Administration or related field
- CAIB or CIP completion
- 8 + years of experience in personal lines, 5 + years of leadership experience managing teams
- Demonstrated experience leveraging analytics and leading teams to exceed sales targets
- Experience leveraging Broker Management Systems (EPIC preferred)
- Strong people management and leadership experience with the exceptional ability to mentor and coach
- Collaborative team player, focused on driving a positive client experience
- Strong influencing and communication skills with the ability to motivate others while being aware of and responding to unique needs
- Excellent critical thinking skills with the ability to problem solve and remedy client challenges
