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

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