The role will be responsible for the Client Relations function and quantifying a higher level of customer satisfaction with accounts over $500k for Commercial and Specialty Markets. This role will work collaboratively with Enterprise Marketing, Customer Experience, Business Development, Claim, Loss Control, Premium Audit and Strategic Operations to acquire and retain profitable business and execute on various initiatives that demonstrate business value. This role focuses on executing client focused strategic initiatives ensuring operational processes are properly aligned with strategic sales and service goals. The director will also manage the integration of corporate initiatives as a stakeholder representing Client Relations. The role will oversee a Client Relations quality improvement program, develop metrics, and best practices with a client feedback process to improve outcomes over time. The director will also have responsibility for operational and client training. This leader's team is national in scope and the staff is strategically located across the country to align policyholder and agent needs.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES

　　Provides direct leadership for the Client Service function and an enhanced level of service to the operating company's largest accounts.Work with Commercial Markets and Specialty Lines executive teams to build a Client Relations multi-year business plan that aligns with company goals and targets.Collaborate with middle market, national accounts and specialty VP's and regional underwriting directors to market value added service capabilities of AF Group in pursuit of new business and retaining profitable accounts.Leads and collaborates with all disciplines across the enterprise,including but not limited to Claim, Underwriting, Loss Control, Customer Experience, Marketing, Communications, Premium Audit, and Strategic Operations, to increase the effectiveness of the agent and policyholder experience.Develops effective reporting and communication systems within areas of responsibility and across the organization. Is an effective leader with a positive attitude and communicates in a manner that promotes teamwork and collaboration.Direct the quality improvement program for the Client Relations team.Supports the marketing needs for middle market and national account clients which includes, working with regional underwriting directors to conduct prospective client marketing presentations, identifying specific marketing needs and ways to enhance our marketing collateral.Oversees the identification and delivery of ongoing operational training and training material to enhance AF Group's ability to attain specialization in the core classes of business and sell the AF Group Difference.Analyze business issues, identify root causes, and recommend solutions to achieve key results.Create and implement improvement opportunities uncovered through the metrics and feedback process.Provide leadership and/or execute assigned strategic and annual plan items.Participate in development of annual departmental budget, monitor budget, and identify budget discrepancies. Research budget issues and makes appropriate recommendations.Represent company in community and industry programs, and conferences.EDUCATION

　　Bachelor's degree insurance, marketing, communications, business, or a related field required.Post graduate certification or MBA preferred.EXPERIENCE

　　Minimum seven (7) years of experienceFive (5) years of leadership experienceExperience in a worker's compensation or multi-line environment with demonstrated technical knowledge preferred; including experience as a strategic business partner to executive management, active involvement in strategic and operational planning, operational budgeting, staff management, organizational development, and performance improvement.Q ALIFICATIONS

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　OTHER SKILLS AND ABILITIES

　　Excellent analytical, organizational, and problem-solving skills and senior level skills in managing ambiguous and time sensitive situations and issues.Knowledge of activities, practices, and terminology of the insurance industry, preferably workers compensation.Strong strategic planning, program development and project management skills. Ability to think ahead and plan over a 3-to-5-year span.Ability to negotiate and establish a personal rapport with opposing parties, and to resolve conflicts in a professional manner.Extensive knowledge of human resources including federal and state laws governing employment practices.Ability to objectively investigate employment issues, analyze information and implement resolutions.Ability to exercise considerable judgment and discretion.Ability to negotiate while establishing and maintaining effective working and customer relationships.Ability to maintain effective relationships with executives, managers, employees, and customers.Proficiency in the use of standard office software applications and HRIS systems.Knowledge of organizational development and performance management.Ability to analyze, interpret and apply relevant business data to achieve key results.Leadership ability and team building skills necessary to effectively manage staff and interact with all levels of management.Ability to work collaboratively and empower others to ensure business success.Ability to effectively present program information, including budgetary and cost information, and respond to questions as appropriate.Ability to establish workflows, manages multiple projects, and meet deadlines.Excellent communications skills.SUPERVISORY RESPONSIBILITIES

　　Directly supervises a varied number of employees in the designated department(s). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

　　ADDITIONAL INFORMATION

　　The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract for employment.

　　WORKING CONDITIONS

　　Work is performed in an office setting with no unusual hazards.

　　The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

　　Pay Range - Actual compensation decision relies on the consideration of internal equity, candidate's skills and professional experience, geograp