Job Description
Position Overview The Personal Lines Manager is a newly created role designed to scale and optimize the operational execution of the Personal Lines business unit. This position serves as the operational backbone of the team, owning day-to-day service delivery and supporting the Personal Lines team where needed.
This role is ideal for a strong operational leader who thrives in translating strategy into execution, ensuring consistency, accountability, and an elevated client experience across the Personal Lines division.
Key Responsibilities 1. Day-to-Day Team Leadership & Execution - Serve as the primary point of contact for Personal Lines service staff and support teams
- Assign, prioritize, and monitor workloads to ensure efficiency and balance
- Ensure service standards, response times, and internal SLAs are consistently met
- Support onboarding, training, and ongoing performance expectations for team members
- Provide guidance and real-time problem-solving to keep operations running smoothly
2. Service Delivery Oversight & Client Experience - Oversee the quality, consistency, and timeliness of client servicing, with sensitivity to HNW/UHNW client expectations
- Step in to manage escalations or complex service issues as needed
- Ensure white-glove service standards are upheld across all client touchpoints
- Coordinate proactively with internal teams to deliver timely, seamless client service
3. Process, Systems & Documentation - Own, document, and maintain standard operating procedures (SOPs) for Personal Lines operations
- Ensure processes are followed consistently and refined as the business evolves
- Identify opportunities for efficiency through process improvement, automation, or outsourcing
- Partner with leadership on system enhancements and operational improvements
4. Internal & Cross-Functional Coordination - Act as the operational liaison
- Ensure clean handoffs, clear expectations, and defined accountability across all stakeholders
5. Leadership Enablement (Core Function of the Role) - Absorb operational decision-making that does not require executive involvement
- Ownership of daily task management, internal follow up, routine service escalations
Required Qualifications: - Active Property & Casualty insurance license
- Experience working with HNW/UHNW client segments preferred, not required
- High attention to detail with the ability to see the big picture
- Confident, independent decision-maker
- Ability to remain organized and proactive under pressure
- Prior team lead or management experience
- Familiarity with process improvement, SOP development, and service optimization
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