Job Description

Commercial Department Manager/ Team Lead

Marcellus, NY - Onsite

Salary: $110-130k

Position Summary

This is for an insurance agency. MUST have commercial insurance experience in an agency/ broker environment 

The Service Performance Manager is a key leadership role responsible for driving consistency, excellence, and efficiency in how the agency delivers its client service experience. Reporting directly to the President, this position plays a critical role in shaping service execution across departments while developing the next generation of agency leaders.

This role provides direct oversight of Team Leads and supports them in managing their departments. The focus is on building strong workflows, ensuring alignment with service standards, and coaching leaders to execute with clarity and confidence. The ideal candidate brings a strategic mindset, operational discipline, and a passion for developing people and improving the client experience.

Job Duties

• Leadership & People Development
  • Directly manage and mentor Team Leads; hold ultimate responsibility for their team’s performance and development.
  • Serve as a leadership coach for Team Leads, helping them grow in delegation, team management, and cross-functional communication.
  • Conduct regular one on one meetings with staff and Team Leads to ensure productivity, engagement, and development are on track.
  • Foster a culture of accountability, continuous learning, and professional growth throughout the service organization.
  • Support Team Leads in managing day-to-day department operations, serving as an escalation point as needed.
  • Monitor service quality and ensure consistency in client experience across all departments.
  • Proactively identify opportunities for improvement in workload distribution, responsiveness, and workflow execution.
  • Hold full management responsibilities for client service, including hiring, performance evaluations, and, when necessary, disciplinary actions or terminations.
• Workflow & Process Improvement
  • Assess and optimize department workflows and internal procedures for efficiency.
  • Continuously assess and implement new technologies or enhancements to existing systems that improve service delivery, communication, or efficiency.
  • Serve as a forward-thinking leader who keeps the agency on the forefront of tools, platforms, and innovations that can elevate the client and employee experience.
  • Collaborate with Team Leads to understand team-specific processes and implement best practices.
  • Maintain and standardize all process documentation and internal training materials, ensuring alignment with company expectations and compliance standards.
  • Translate team-generated procedures into clear, accessible documentation.
• Performance Management & Metrics
  • Define and implement service standards, KPIs, and productivity metrics to improve customer experience and department efficiency.
  • Hiring and firing
  • Review and analyze department performance and help Team Leads course-correct when needed.
  • Partner with leadership team to align service metrics with broader agency goals and strategic priorities.

Basic Qualifications

• Education:
  • Bachelor’s degree or equivalent work experience.
  • Insurance experience within commercial lines of at least $2M in premium 

• Technical Skills: Intermediate to advanced skills in navigating the Microsoft Office suite, especially Word and Excel.
• Experience:

• • 5+ years of experience in team leadership or service operations

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