About the job
The Risk Control Client Experience & Technology Manager plays a pivotal role in enhancing operational efficiency within the Risk Control Division. This position is dedicated to fostering an exceptional "Client Experience" by identifying, developing, and implementing a suite of software tools that will be utilized by both clients and Risk Control team members. This role aims to streamline administrative tasks, thereby improving the overall performance of the Risk Control team and supporting the long-term strategic objectives. The selected candidate will collaborate closely with Risk Control Team Leaders and Industry Leaders to ensure optimal resource allocation, best practices, and cooperative efforts across all offices to drive new business and bolster client retention. Additionally, this position will manage approximately 25% of the client service workload directly associated with IMA clients to maintain a current understanding of operational demands.
Key Responsibilities:
- Provide support to the Risk Control Team by addressing client inquiries related to software tools.
- Exemplify IMA’s core values while promoting a culture of diversity, equity, and inclusion among all associates.
- Assist Team Leaders and Industry Leaders in boosting efficiency and profitability through centralized access to resources and success stories.
- Engage professionally with teammates, Market Leaders, Producers, and Account Executives to enhance client retention and secure new business opportunities.
- Serve as a trusted advisor on data initiatives, such as Loss Source Analysis and Safety Perception Surveys.
- Identify, develop, and sustain technology solutions for Risk Control projects as prioritized by leadership.
- Maintain an updated list of vetted vendors for internal and client referrals.
- Manage client updates using third-party software tools and negotiate renewals based on accurate usage.
- Act as a liaison to outsourced operational partners, providing insights for process improvements.
- Oversee the operational aspects of vendor relationships, including agreements, billing, and legal reviews.

