Personal Lines Service Team Manager

What You’ll Do

Lead & Develop the Team

• Provide day-to-day leadership, coaching, and support to the Personal Lines service team.


• Set clear expectations for client service, productivity, responsiveness, documentation, and accountability.


• Conduct regular team and individual check-ins to balance workloads, remove obstacles, and identify training and development needs.


• Support recruiting, onboarding, training, performance management, and employee development.


• Coordinate schedules, PTO/Flex time, workload distribution, account assignments, and daily coverage.


• Keep the team informed of carrier appetite, market conditions, procedures, and system updates.

Support Clients & the Team

• Serve as a resource for complex coverage questions, urgent service needs, and escalated client concerns.


• Guide the team on appropriate carriers and markets based on client needs.


• Support renewals, remarketing, new business activity, and account-rounding opportunities.


• Partner with producers and agency leadership on significant coverage, E&O, carrier, or client-retention concerns.

Strengthen Operations & Workflows

• Oversee service workflows in Applied Epic, including expirations, activities, renewals, open items, and documentation.


• Monitor retention, workloads, and service activity to identify backlogs or areas for improvement.


• Develop and maintain consistent service procedures and workflows.


• Use operational data to identify training, staffing, workflow, and technology needs.


• Partner with Accounting to resolve invoicing exceptions, receipts, and receivables issues.

What We’re Looking For

• Active Property & Casualty insurance license required


• 5+ years of experience in a P&C independent insurance agency, including account management, renewals, remarketing, coverage review, and client service


• 2+ years of experience leading, supervising, training, or mentoring employees; preferably in the insurance industry


• Personal Lines experience preferred


• Applied Epic experience strongly preferred


• Strong knowledge of Personal Lines coverages, carrier underwriting requirements, eligibility, appetite, and documentation


• Ability to identify coverage gaps, underwriting concerns, remarketing needs, and account-rounding opportunities


• Strong communication and client-facing skills, including the ability to handle escalated concerns


• Organized, detail-oriented, and comfortable balancing multiple priorities


• Collaborative approach to working across service, sales, accounting, and operations