PL Supervisor

Description

Mission of the Personal Lines Insurance Supervisor

To serve and grow the book of clients by supporting both new business and retention activities. We do this by providing extraordinary service, educating the customer, identifying revenue growth opportunities and generating referrals. The role of Personal Lines Insurance Supervisor focuses on supporting agency growth as well as being a leader, trainer and coach to the personal lines team.

Desired Outcomes of This Role

1. To lead, coach and manage the personal insurance team 

• Set quarterly goals
• Create strategies to attain these goals
• Motivate the team to accomplish department goals
• Conduct 90 day check-in meetings with the team
• Document standard operating procedures
• Address poor performance from team members
• Train team members on areas of the position that need strengthening
• Identify ways the team can increase efficiency

2. Quote new business 

• Maintain a turnaround time of 24 hours on new business, maximum 48 hours
• Stay in communication with the referral sources to update them on where their quotes stand
• Bind coverage/issue new policies

3. Maintain an average retention rate of X%

• Manage and hold the team accountable for E&S Market and Non-Standard Market renewals
• Work with the team to execute annual renewal reviews
• Handle escalated client issues
• Set goals and plans on targeting monoline accounts
• Generate referrals
• Educate the clients about the benefits of having us as their insurance agency
• Proactively call cancelled business to try to win them back immediately

4. Coach, train and provide resources to the team on:

• Management system use
• Carrier appetite
• Sales and service skills

5. Provide, create and hold the team accountable to agency customer experience

• Call return times
• Follow-up protocol
• Define and document agency processes and procedures for the team

6. Back the team up during vacations and busy times

7. Participate in agency management activities including:

• Conduct final onsite interviews with potential hires
• Participate in generating new marketing ideas and content
• Possess a positive attitude and support your team members
• Meet with carrier representatives 
• Create workflows
• Be involved in managing company metrics
• Handle team vacation time
• Handle all team member reviews
• Create monthly incentive programs
• Provide discipline and coaching to team members
• Manage agency management system solutions 
• Provide feedback and input on agency operations, structure, processes and decisions

8. Work to grow the department book of business to X this year

• Track book growth
• Motivate and incentivize the team 
• Follow up and measure agency processes to drive results 

Requirements

Principles

• Address difficult issues professionally and quickly
• Listen to learn and strengthen the agency
• Be relentlessly positive with the team and see their potential when they cannot
• Outlast the suck of adopting change
• Be driven to achieve the agency’s goals

Critical Competencies

• Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidences. Does what is right, not just what is easy. 
• Organized & Planning - Plans, organizes and schedules in a productive manner. Focuses on key priorities.
• Follow-Through - Lives up to verbal and written agreements, regardless of personal costs. 
• Intelligence - Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. 
• Proactivity - Acts without being told what to do. Brings new ideas to the company.
• Flexibility/Adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. 
• Calm Under Pressure - Maintains stable performance when under heavy pressure or stress.
• Enthusiasm - Exhibits passion and excitement over work. Has a can do attitude.
• Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. 
• High Standards - Expects personal performance and team performance to be nothing short of the best. 
• Openness to Criticism and Ideas - Often solicits feedback and reacts calmly to criticism or negative feedback.
• Listening Skills - Lets others speak and seeks to understand their viewpoints. 
• Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.
• Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.