Job Description

Title: Commercial Lines Service Manager 

Position Summary

A leading independent insurance agency is seeking a strategic and service-oriented Manager of Commercial Lines Service. This role is responsible for overseeing the service operations within the commercial lines department, ensuring high performance, client satisfaction, and continuous improvement. The manager will guide a team of service professionals, optimize workflows, and drive innovation to elevate the overall customer experience.

Key Responsibilities

Operational Leadership

• Oversee the full lifecycle of commercial client service, ensuring quality delivery and alignment with internal resources.

• Promote operational efficiency, consistency, and responsiveness across all service touchpoints.

Team Development

• Lead and develop a high-performing team by providing guidance, training, and growth opportunities.

• Foster a collaborative, empowering workplace culture aligned with company values.

Succession Planning

• Identify and mentor potential leaders within the department to support long-term team sustainability.

Client Experience Excellence

• Champion client feedback to refine service delivery and improve turnaround time, communication, and overall satisfaction.

Strategic Contribution

• Participate in the planning and execution of initiatives that promote department growth, efficiency, and innovation.

Performance Monitoring

• Define and monitor key performance indicators (KPIs) to evaluate service quality, team performance, and resource planning.

• Provide regular performance insights to senior leadership.

Quality Assurance

• Monitor compliance and service standards as part of an internal quality assurance program, with a focus on professional liability prevention and service excellence.

Technology & Innovation

• Support the integration and adoption of tools that automate processes and enhance productivity.

Cross-Functional Collaboration

• Partner with other departments to align resources, support broader organizational strategy, and reinforce company culture.

Additional Responsibilities

• Oversee day-to-day department operations and manage workload distribution.

• Provide support and solutions to balance fluctuating team workloads.

• Analyze system-generated reports to evaluate performance and optimize team capacity.

Qualifications & Experience

• Minimum 5 years of experience in commercial lines insurance, including 2–3 years in an operational leadership role.

• In-depth knowledge of commercial insurance practices and client servicing.

• Demonstrated success in improving operational workflows and managing high-performing teams.

• Strong financial and analytical skills to support cost-effective decision-making.

• Excellent communication, leadership, and problem-solving skills.

• Ability to manage strategic priorities alongside day-to-day execution.

Education & Licensing

• Property & Casualty Insurance License (required).

• Bachelor’s degree in Business, Insurance, or related field (preferred).

Supervisory Responsibilities

• Oversees the account manager team members within the Commercial Lines Department

#RM-10 
#Hybrid 

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