Personal Lines Manager

Position OverviewThe 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 Responsibilities1. Day-to-Day Team Leadership & ExecutionServe as the primary point of contact for Personal Lines service staff and support teamsAssign, prioritize, and monitor workloads to ensure efficiency and balanceEnsure service standards, response times, and internal SLAs are consistently metSupport onboarding, training, and ongoing performance expectations for team membersProvide guidance and real-time problem-solving to keep operations running smoothly2. Service Delivery Oversight & Client ExperienceOversee the quality, consistency, and timeliness of client servicing, with sensitivity to HNW/UHNW client expectationsStep in to manage escalations or complex service issues as neededEnsure white-glove service standards are upheld across all client touchpointsCoordinate proactively with internal teams to deliver timely, seamless client service3. Process, Systems & DocumentationOwn, document, and maintain standard operating procedures (SOPs) for Personal Lines operationsEnsure processes are followed consistently and refined as the business evolvesIdentify opportunities for efficiency through process improvement, automation, or outsourcingPartner with leadership on system enhancements and operational improvements4. Internal & Cross-Functional CoordinationAct as the operational liaisonEnsure clean handoffs, clear expectations, and defined accountability across all stakeholders5. Leadership Enablement (Core Function of the Role)Absorb operational decision-making that does not require executive involvementOwnership of daily task management, internal follow up, routine service escalationsRequired Qualifications:Active Property & Casualty insurance licenseExperience working with HNW/UHNW client segmentsHigh attention to detail with the ability to see the big pictureConfident, independent decision-makerAbility to remain organized and proactive under pressurePrior team lead or management experienceFamiliarity with process improvement, SOP development, and service optimization

Created: 2026-04-02