Job Description

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
• 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