Team Lead
MMC

Job Info

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The Account Manager (AM) is the guardian of the strategic customer relationship and orchestrates the deployment of corporate-wide resources to provide comprehensive products, services and solutions to strategic key accounts. The AM is fully responsible for the retention, development, servicing and expansion of their assigned accounts. The Team Lead role will function as a dual role, supporting not only key accounts but the management and development of Associate Account Managers within their market.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:

Team Lead

• Will function as the Account Manager on a book of business, with details on those responsibilities captured below
• Manage between 2-4 direct reports, primarily junior level personnel with aspirations to progress at MMA
• Includes all manager requirements (i.e. expense approval, annual performance review, goal setting, etc.)
• Responsible for training and development of direct reports
• Primary executioner for AAM/AM training program working with HR
• Will utilize MMA East training guide, career pathing, other available tools to execute
• Expectation to revise and improve training program periodically
• Meet with direct reports beginning weekly to ensure adequate progress
• Review and maintain capacity for direct reports
• Act as representative leadership for Primary accounts of direct reports
• Attend client meetings, review deliverables, provide strategic guidance, work on MMA contracts, interface with Producers
• Support of first line for escalated issues, bringing in Client Leader when appropriate
• Help support key carrier partnerships
• Participating in various book of business review meetings, scheduling in person events for team awareness to keep current on market trends, changing business solutions or models as well as
• Potentially participation in Carrier specific Advisory Boards as appropriate
• Support various internal initiatives that may enhance clients or team member efficiencies such as use of AI, emerging solutions, vendors, etc.
• Assist Executive CL with additional matters as requested
• May be relied upon for prospect finalist overflow including preparation of materials, attending finalist meetings and/or representing the AM function

Account Management

• Consistently ensure 100% complete and total client satisfaction
• Manage a large, complex, functionally diverse and globally dispersed client partnership
• Maintain strong relationships within client organizations at the decision maker and end-user levels; present a consistent MMA East image to those clients; build high levels of client satisfaction; execute proper client agreements
• Demonstrate the ability to clearly articulate total cost of ownership and value contribution to assigned accounts within MMA East

• Develop, implement and manage project plans in conjunction with the client
• Prepare and conduct quarterly strategic account planning meetings and annual executive summits
• Articulate needs and desires of the client and translate into actionable plans for the assigned Client Service team members
• Act as communication conduit for MMA East organization to assigned accounts
• Serve as the primary escalation contact for client resolution of issues
• Initiate and promote continuous improvement of procedures, processes, standards and programs to gain cost-effectiveness and efficiency and execute implementation

Sales

• Develop and execute account plans for assigned accounts to ensure retention
• Continuously identify and capture new sources of revenue within assigned accounts
• Develop and deliver detailed, accurate and timely revenue forecasts to sales management
• Develop and negotiate contract terms, rates, plans, schedules, resources, involvement, and roles/responsibilities
• Identify the factors which influence business performance and recommend actions to improve profitability and/or enhance revenue for MMA East

Client Services

• Partner with team of resources dedicated to the assigned accounts - potential team members may include underwriting, client service, voluntary benefits, benefits administration and administrative resources
• Provide clear communications so client team maintains a thorough understanding of the client's challenges, issues, expectations and goals
• Coordinate with Client Service Manager to provide education needed to support clients

Professional Development

• Develop and maintain skills, knowledge and proficiencies required to be effective in sales techniques and in support of client strategies, goals and objectives
• Continually build knowledge and skills to keep pace with market trends

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree or the equivalent work experience and a minimum of 10+ years of experience in Health and Welfare Consulting required, with specific sales or account management-related experience preferred
• Demonstrated experience with large, F1000 clients required, with specific experience operating at the C-level regarding negotiations, business development and relationship management
• Prior management experience, both direct and matrix, is required
• Effective analytical, math and problem-solving skills, sound judgment, strong decision-making ability, confidence to make difficult decisions and excellent communication skills
• Must be organized, detail oriented and able to translate big picture ideas into client objectives

KNOWLEDGE, SKILLS AND ABILITIES

• Strong organizational, management and account planning skills with analytical skills and strong attention to detail
• Work in a high production team environment with a high degree of complexity
• Operate independently and provide appropriate information and direction to other individuals
• Provide effective, accurate, clear communication to internal company team members and clients
• Ability to interact in a professional manner with clients, vendors, carriers and internal departments including sales, marketing, HR, Finance, IT and other functional areas within MMA East and designated key accounts
• Ability to interact with and focus on information gathering and collaborative solution development in a proactive manner
• Ability to handle sensitive and confidential information
• Demonstrated track record of success in sales
• Ability to lead team development and motivate others
• Project management capability
• Excellent troubleshooting, decision making and problem-solving skills
• Solid interpersonal, verbal and written communication skills
• Ability to work well independently and as a team member; multitask and successfully operate in a fast-paced work environment; prioritize projects and meet deadlines
• Ability to follow through on and successfully execute tasks while adhering to specified quality standards
• Must be proficient in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, and Access)
• Proficiency in use of PC such as keyboard skills and electronic folder/file organization and management
• Aptitude for learning internal systems, applications and internal workflow of the department
• Must be able to effectively interact and deal with people at all levels inside and outside of the company

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is:
  • Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;
  • Occasionally required to stand and walk;
  • Extensive use of computer and keyboard and viewing of computer screen is required;
  • Specific vision abilities required by this job include vision, and ability to adjust focus.
• Other working conditions are normal for an office environment.

WORK LOCATION

• Work is typically performed either on site at MMA East's Conshohocken, PA office, or at various customer/MMA locations as required.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.

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