Personal Lines Manager

<p>&nbsp;</p> <h3 data-start="459" data-end="482">Position Overview</h3> <p data-start="483" data-end="915">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.</p> <p data-start="917" data-end="1127">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.</p> <hr data-start="1129" data-end="1132"> <h3 data-start="1134" data-end="1160">Key Responsibilities</h3> <h4 data-start="1162" data-end="1210">1. Day-to-Day Team Leadership &amp; Execution</h4> <ul data-start="1211" data-end="1642"> <li data-start="1211" data-end="1303"> <p data-start="1213" data-end="1303">Serve as the primary point of contact for Personal Lines service staff and support teams</p> </li> <li data-start="1304" data-end="1382"> <p data-start="1306" data-end="1382">Assign, prioritize, and monitor workloads to ensure efficiency and balance</p> </li> <li data-start="1383" data-end="1467"> <p data-start="1385" data-end="1467">Ensure service standards, response times, and internal SLAs are consistently met</p> </li> <li data-start="1468" data-end="1555"> <p data-start="1470" data-end="1555">Support onboarding, training, and ongoing performance expectations for team members</p> </li> <li data-start="1556" data-end="1642"> <p data-start="1558" data-end="1642">Provide guidance and real-time problem-solving to keep operations running smoothly</p> </li> </ul> <h4 data-start="1644" data-end="1700">2. Service Delivery Oversight &amp; Client Experience</h4> <ul data-start="1701" data-end="2162"> <li data-start="1701" data-end="1823"> <p data-start="1703" data-end="1823">Oversee the quality, consistency, and timeliness of client servicing, with sensitivity to HNW/UHNW client expectations</p> </li> <li data-start="1824" data-end="1893"> <p data-start="1826" data-end="1893">Step in to manage escalations or complex service issues as needed</p> </li> <li data-start="1894" data-end="1975"> <p data-start="1896" data-end="1975">Ensure white-glove service standards are upheld across all client touchpoints</p> </li> <li data-start="1976" data-end="2065"> <p data-start="1978" data-end="2065">Coordinate proactively with internal teams to deliver timely, seamless client service</p> </li> </ul> <h4 data-start="2164" data-end="2206">3. Process, Systems &amp; Documentation</h4> <ul data-start="2207" data-end="2566"> <li data-start="2207" data-end="2305"> <p data-start="2209" data-end="2305">Own, document, and maintain standard operating procedures (SOPs) for Personal Lines operations</p> </li> <li data-start="2306" data-end="2388"> <p data-start="2308" data-end="2388">Ensure processes are followed consistently and refined as the business evolves</p> </li> <li data-start="2389" data-end="2486"> <p data-start="2391" data-end="2486">Identify opportunities for efficiency through process improvement, automation, or outsourcing</p> </li> <li data-start="2487" data-end="2566"> <p data-start="2489" data-end="2566">Partner with leadership on system enhancements and operational improvements</p> </li> </ul> <h4 data-start="2568" data-end="2618">4. Internal &amp; Cross-Functional Coordination</h4> <ul data-start="2619" data-end="2854"> <li data-start="2619" data-end="2756"> <p data-start="2621" data-end="2662">Act as the operational liaison</p> </li> <li data-start="2757" data-end="2854"> <p data-start="2759" data-end="2854">Ensure clean handoffs, clear expectations, and defined accountability across all stakeholders</p> </li> </ul> <h4 data-start="2856" data-end="2914">5. Leadership Enablement (Core Function of the Role)</h4> <ul data-start="2915" data-end="3345"> <li data-start="2915" data-end="2997"> <p data-start="2917" data-end="2997">Absorb operational decision-making that does not require executive involvement</p> </li> <li data-start="2998" data-end="3122"> <p data-start="3000" data-end="3034">Ownership of daily task management, internal follow up, routine service escalations</p> </li> </ul> <hr data-start="3347" data-end="3350"> <p data-start="3928" data-end="3958"><strong data-start="3928" data-end="3956">Required Qualifications:</strong></p> <p data-start="3961" data-end="4001">&nbsp;</p> <ul> <li>Active Property &amp; Casualty insurance license</li> <li>Experience working with HNW/UHNW client segments preferred, not required</li> <li>High attention to detail with the ability to see the big picture</li> <li>Confident, independent decision-maker</li> <li data-start="4168" data-end="4226">Ability to remain organized and proactive under pressure</li> <li data-start="4262" data-end="4304">Prior team lead or management experience</li> <li data-start="4360" data-end="4441">Familiarity with process improvement, SOP development, and service optimization</li> </ul> <p>&nbsp;</p>