Job Description
Job Overview:
The Client Experience Leader plays a central leadership role in guiding and supporting WMB Alberta's servicing teams across Commercial and Personal Lines. This position is responsible for the performance, technical accuracy, and professional growth of the Account Management group. Working closely with leadership, this individual ensures operational consistency, strong EPIC utilization and knowledge, as well as exceptional service delivery for our clients. While primarily an internal leadership and coaching role, the Client Experience Leader will occasionally collaborate directly with clients to support complex accounts, escalations, or renewals.
Key Responsibilities:
- Leadership & Team Development: Lead, coach, and develop the Commercial Account Managers, Assistant Account Managers, and Personal Lines team. Conduct regular 1-on-1s, technical training sessions, and workflow huddles. Partner with leadership to define serv...
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