Plans, evaluates and monitors the delivery of service commitments for a book of business to ensure risk control services are delivered effectively and efficiently. Assesses the customer’s overall risk for underwriting purposes and to control the customer’s source of risk, losses and costs. Develops effective relationships with customers, business partners and peers to coordinate service arrangements, programs and procedures. Handles special customer situations and problems to ensure timely resolution. Conducts periodic workload reviews and completes specialized customer reports. Performs prospect and service work as necessary.
Responsibilities
- Plans, coordinates and monitors the service commitments for assigned customers to ensure risk control services are delivered effectively, efficiently and meet expectations of the department, business unit or market partner. Evaluates customer prospect and service levels, Risk Control Consultant workloads, and regional capacity.
- Creates service plans to document baseline activity, metrics, and goals in order to track progress in reducing the frequency and severity of losses while demonstrating the value of doing business with Liberty Mutual. Evaluates, monitors and documents Risk Control Stewardship service levels.
- Participates in actively acquiring and retaining profitable business. Provides consultation, information and expert analysis to assist the account team with new business solicitation, and renewals. Keeps underwriting , account and Risk Control team apprised when significant changes occur in a customer’s operations, exposures, ownership or organizational structure. Participates in prospecting new business and developing service agreements fosters new partnerships and strengthens existing relationships with customers and business unit/market partners.
- Evaluates use of resources (services hours, expenses, etc.), quality of service, utilization of programs, productivity, net gain in book of business and other key indicators. Identifies opportunities and may design projects that improve results and increase the number and quality of services customers choose to buy.
- Provides major loss source analyses, products and training.
- Fulfills risk assessment and service requirements as assigned.
- Trains field and Home Office employees in service related functions and activities. Designs and implements customer training programs. Makes presentations at customer training and other functions
Qualifications
- Demonstrated abilities in leadership, planning, relationship building, consulting, customer service, and communications (particularly presentations, persuasion, and writing)
- Advanced knowledge of loss prevention principles, practices and core service capabilities as they relate to performance and profitability
- Demonstrated ability to retrieve and enter information using various proprietary software applications and create/modify documents and spreadsheets using Microsoft Office suite
- Knowledge and skills required are normally acquired through a bachelor’s degree with coursework in math, engineering or related areas (or equivalent), a minimum 8 years relevant experience in Risk Control or progressive safety and health field, and an advanced degree and/or professional certification in one or more of the following areas: CSP, ARM, CRM, CPCU, CIH, or CPE
- Travel may be required
