Mission

The Account Executive is the strategic leader of the client management team.  This person works closely with each client to develop and drive a benefits strategy aligned with organizational goals and objectives.  The Account Executive supports the client in developing a measurement strategy to monitor the success of the programs implemented and recommends modifications as appropriate. A trusted advisor who is responsive and receptive to client needs, the Account Executive provides innovative solutions and industry best deliverables. The Account Executive provides leadership, direction, coaching and mentorship to the Account Managers and Account Analyst on the service team. The Account Executive always adheres to Lockton cultural values, and treats fellow associates, clients, and vendors with dignity and respect.

Job Outcomes

·         Live Service – Maintain great client satisfaction and great relationships.

o   Maintain a client retention rate of 95% (note that this does not include clients that term due to acquisition, merger, etc.)

o   Leverage client satisfaction survey and early warning process for potential at risk clients

§  90% of clients are promoters (9 or 10s) in the net promoter score

§  Triage process in place for at risk clients (6 or below) within 30 days of survey results

o   100% retention of assigned client relationships (i.e. not being removed from a client)

·         Effectively manage client risk

o   Ensure that all clients are receiving 100% of reporting on monthly/quarterly basis (frequency determined by dynamic of client)

o   Perform an annual stewardship report for all clients in excess of $25,000 in annual revenue.

o   Drive strategic planning process with each client using data driven tool/resources including but not limited to GPS and Infolock.

o   Positive feedback and relationships with key carrier markets and Lockton regional practice leaders

·         Responsibly grow book each year with a target of 10% annually

o   Manage profitability of each account through responsible use of Lockton internal resources

o   Educate client on new products and services as appropriate

·         Obtain performance pulse feedback of 3.0 or above for teamwork and productivity (indicating that team members consider associate work to be exceptional, and would chose to work with the associate on an ongoing basis).

Job Competencies

Building Customer Relationships

Ensuring that the customer’s (internal or external) needs are met; building productive relationships with high priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.

Actions: Seeks to clarify the customer’s situation, educates the customer, involves the customer, meets or exceeds customer needs, takes the “HEAT

Strategic Planning

Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal; committing to a course of action to accomplish a long-range goal after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.

Actions: Gathers information, organizes information, evaluates/selects strategies, establishes high-level plan.

Business Acumen

Using one’s knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results; using one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and/or tactics.

Actions:  Analyzes, integrates, understands business functions, understands the industry, leverages own understanding.

Decision Making

Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences

Actions: Identifies problems and opportunities, gathers information, interprets information

generates alternatives, evaluates alternatives and risks, chooses an effective option, commits to action, considers others’ perspectives

Adaptability

Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.

Actions:  Tries to understand changes, approaches change with a positive mind-set, adjusts behavior

Driving Innovation

Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external); encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.

Actions: Inspires curiosity, challenges current thinking, supports experimentation, advances ideas to the next stage

Planning and Organizing

Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources.

Actions: Prioritizes, determines tasks and resources, schedules, leverages resources, stays focused, stays informed

Stress Tolerance

Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

Actions: Maintains focus, maintains relationships, copes effectively

Creating a Culture of Trust

Fostering a work environment that encourages people to act with integrity and treat each other and their ideas with respect; creating and protecting a high-trust environment by setting an example, advocating for others in the face of challenge, removing barriers to trust, and rewarding others for demonstrating behaviors that cultivate trust.

Actions: Demonstrates personal integrity, encourages disclosure, facilitates an open exchange of ideas, advocates for others

Courage

Proactively confronting difficult issues; making valiant choices and taking bold action in the face of opposition or fear.

Actions:  Takes a stand, initiates bold action, takes personal accountability

Delegation and Empowerment

Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

Actions: Identifies opportunities to share responsibility, clarifies performance expectations, provides support without removing task ownership, involves others in agreements, stays informed

Coaching

Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills, or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.

Actions: Aligns expectations for the discussion, defines the performance challenge, maintains motivation, engages and involves, offers support, gains agreement, establishes action plan

Cultural Competencies

We Live Service! Providing the best solutions for our clients is fundamental to our business.  This client focus means we act with integrity and as a trusted advisor.  We learn our clients’ business and build partnerships. We always put our clients’ interests first.

We run at Lockton Speed! We make decisions locally, with a sense of urgency.  We are responsive to clients, our teams and our partners. Be quick, but don't hurry!  This means get it done right the first time with efficiency, speed, and most importantly quality.

We make it happen!  There is no bureaucracy.  We are open to solving problems in new ways.  We are free to do the work that we love, take risks, while making responsible professional decisions.  We value independence, new ideas, and informed opinions.

We have a passion for our work.  We have high expectations for our self and others.  We are intensely competitive, and aggressively pursue the best solutions.  We are intentional in how we work, and use drive and grit and move through challenges. We thrive on difficult challenges.

It's Personal. Our relationships matter. We are in this together with our associates, clients, and communities.  One team, where candid and straightforward interactions allow for proactive collaboration. We work through challenges, celebrate our successes, learn and grow.  

Knowledge and Experience

·         7+ years experience in Client Services in Employee Benefits consulting

·         Bachelor's degree in a business-related program or equivalent education and/or experience in the insurance industry

·         Current Life/Health insurance license or the ability to obtain immediately

·         Firm working knowledge of group benefits in multiple product lines (e.g., medical, dental, life, AD&D, disability)

·         Advanced knowledge of different financial arrangements and products available to clients (e.g., fully insured, minimum premium, ASO)

·         Excellent relationships with insurance/carrier markets in assigned areas, or ability to develop same immediately

·         A strong working knowledge of the changing vendor landscape including new entrants into the marketplace and cutting-edge products and solutions

·         Strong working knowledge of federal and state legislation and legal issues related to the insurance industry

·         Ability to compile, analyze, and interpret complex financial information and data to facilitate decision making

·         Full proficiency in the use of Microsoft Word, Excel, and PowerPoint.