Service Performance Manager

*Lead with Impact: Become Our Commercial Lines Service Performance Manager*Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.Are you a passionate people-leader who thrives on developing talent, building high-performing teams, and driving operational excellence? We're looking for a Service Performance Manager to lead our Commercial Client Service department"”someone who's energized by coaching others, fostering collaboration, and creating exceptional client experiences.This is not a project management role. It's a people-first leadership opportunity for someone who knows how to inspire, guide, and grow teams. If you have experience managing managers, conducting performance reviews, and leading cross-functional initiatives, we want to hear from you.*Why You'll Love Working Here*We're proud to be recognized as a CNY Best Place to Work and an Economic Champion. Our culture is built on Integrity, Accountability, and Transparency, and we're committed to helping our people thrive. You'll be joining a collaborative environment where your leadership directly shapes the success of our Commercial Lines team and the satisfaction of our clients.Our Commercial team serves middle-market clients through a sophisticated service model that prioritizes depth, quality, and long-term relationships. You'll lead a team that manages fewer, high-value accounts"”allowing for meaningful service and strategic impact.*What You'll Do*_Team Leadership & Development_· Lead and mentor Team Leads, supporting their growth as people managers.· Coach new and developing managers in delegation, communication, and performance management.· Conduct regular one-on-ones to ensure engagement, productivity, and development.· Champion a culture of accountability, learning, and collaboration.· Own hiring, performance reviews, and team development across the service organization._Operational Excellence_· Optimize workflows and service delivery across departments.· Implement process improvements and technology solutions that enhance efficiency and client experience.· Standardize documentation and training materials to ensure consistency and compliance.· Collaborate cross-functionally to align service operations with broader agency goals._Performance & Strategy_· Define and track service standards, KPIs, and productivity metrics.· Use data to identify trends, drive decisions, and elevate team performance.· Partner with leadership to align department goals with strategic priorities.*What You Bring*· Proven experience leading teams and developing managers.· Strong coaching and communication skills.· Ability to drive performance through metrics and feedback.· Strategic mindset with a hands-on approach to problem-solving.· Willingness to learn the insurance industry and become a subject matter expert through our tailored training program.*Qualifications*· Bachelor's degree or equivalent experience.· 5+ years in team leadership or service operations.· Intermediate to advanced Microsoft Office skills (especially Excel and Word).· Experience in performance management, training, and cross-functional collaboration.*Compensation*Salary Range: $110,000 - $130,000 per year plus benefits, professional development opportunities, and a chance to make a lasting impact.Ready to lead a team that's redefining client service in commercial insurance? Apply now and help us take our Commercial Lines department to the next level.Job Type: Full-timePay: $110,000.00 - $130,000.00 per yearBenefits:* 401(k)* Dental insurance* Health insurance* Paid time off* Vision insurancePeople with a criminal record are encouraged to applyExperience:* leadership and management: 3 years (Required)* commercial insurance and market risks: 3 years (Preferred)License/Certification:* NYS Property and Casualty License (Preferred)Ability to Commute:* Marcellus, NY 13108 (Required)Work Location: In person

Created: 2025-08-12