Commercial Lines Manager - Select - Remote

About Patra

Patra is a leading provider of Technology-Enabled Services to the insurance industry. Patra’s team of global experts allow brokers, MGAs, wholesalers and carriers to capture the Patra Advantage – profitable growth and organizational value.

Patra powers insurance processes by optimizing the application of people and technology; supporting insurance organizations as they sell, deliver and manage policies for their customers.

Role Purpose: To manage and lead a team of AM's that meet clients' customer service needs while adhering to Patra Select Servicing Standards.

Primary Responsibilities:

▪ Manage and monitor PTO usage

▪ Ensure that each AM has a backup assigned for phones, emails, and tasks

▪ Mentor AM's through regular check-ins, reviewing renewals, activities, and email to ensure Servicing Standards are met, and resolve any outstanding issues

▪ Oversight of individual’s desk time management and organization

▪ Hold monthly team meetings to communicate Patra Select updates, goals, etc.

▪ Ensure monthly recaps are sent to agencies by 10th of each month utilizing correct template and format with Manager cc'd, as required by agency, and uploaded to SharePoint

▪ Confirm monthly expiration lists and/or current book of business are uploaded to

SharePoint

▪ Check AMA frequently for each AM to ensure information is updated consistently to meet Servicing Standards

▪ Complete both monthly and quarterly compliance audits for all team members

▪ Coordinate with Client Consultants regarding workflows and utilization of team

▪ Take action to help correct staff shortcomings as needed, including disciplinary actions

▪ Ensure AM has proper licensing for states required by agency

▪ Interact with Agency Contact as needed (personnel concerns, changes, account specific

questions, etc.)

Supporting Responsibilities:

▪ Attend all Patra Select Manager meetings and check-in calls

▪ Attend Leadership Cohorts

▪ Complete Audit scorecards and Cumulative Audit scoresheet after each audit

Supporting Responsibilities, continued:

▪ Update Bonus Metric worksheet each month for each AM, using data from renewal recap email, Retention Tracking app and Compliance audits

▪ Provide any comments and/or exceptions on Bonus Metric as needed

▪ Provide annual performance reviews for each AM by AM's work anniversary

▪ Complete Performance Improvement Plan and implement check-in calls with AM, as required

▪ Assist Client Consultants with new hire training, including agency management systems, remote desktop, and all Patra-owned systems and databases

▪ Act as a resource for Patra Select account managers regarding markets, coverages, and time management tools and resources

▪ Assist in implementing any new initiatives as directed by Management team

▪ Report any issues (performance, E&O or personal) to Senior Manager

Required Skills:

▪ Ability to work well within all levels of the organization

▪ Possess a coaching and mentoring skillset vs. micro managerial approach

▪ Execute quick and sound decisions based on evidence provided

▪ Willingness to reach out to Senior Manager and Director with escalation issues

▪ Possess excellent oral and written communication skills

▪ Ability to remain calm under pressure in high-stress environment and project positive

"can-do" attitude to team

▪ Proficiency to identify problems and provide resolution and resourcefulness as needed

▪ Aptitude for fostering positive relationships with people from all walks of life

▪ Act with initiative and determination with little to no supervision from Management

▪ Accomplish tasks assigned within given deadlines with conscientiousness and drive