Personal Lines Manager
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
- 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
- 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
- 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
- Internal & Cross-Functional Coordination
Act as the operational liaison
Ensure clean handoffs, clear expectations, and defined accountability across all stakeholders
- 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