Service and Engagement Manager

100% in‑office role responsible for leading and strengthening the Commercial Lines and Personal Lines service teams within the Pointe North offices. The Service and Engagement Manager develops team leads, builds a high‑performing service culture, improves employee engagement, creates accountability, and ensures operational consistency across the organization. The role supports, mentors, and develops team leads, account managers, account service managers, and support staff while creating a sustainable leadership structure for long‑term growth.

This hands‑on leadership position is accountable for service performance, staff development, workflow execution, and cultural alignment. Direct oversight occurs primarily through team leads, emphasizing leadership development and succession planning.

• Work with HR and agency managers to hire, onboard, and train new account managers, account service managers, and support staff.
• Conduct performance reviews, deliver feedback, and create clear growth paths for each team member.
• Mentor and coach staff to ensure strong technical knowledge and client service skills.
• Establish clear expectations for workflows, responsiveness, and service quality.
• Serve as a resource for resolving escalated client, service, and employee issues.

• Coach and develop team leads to become effective leaders, mentors, and decision makers.
• Establish consistent leadership expectations across all teams.
• Conduct regular one‑on‑one meetings focused on leadership development, accountability, and employee engagement.
• Create succession plans and identify future leaders within the organization.
• Build leadership bench strength to support long‑term agency growth.

• Reinforce agency workflows, processes, and standards in the Pointe North offices.
• Monitor EPIC reports, activity logs, and expirations to ensure the team stays current.
• Work with team leads to keep account manager books balanced, avoiding burnout or under‑utilization.
• Maintain high level of service consistency and customer engagement across all offices and teams.

• Serve as primary leadership resource for team leads and future leaders within the service organization.
• Establish leadership cadence that promotes accountability, communication, and employee development.
• Help create culture where employees understand expectations, receive regular feedback, and have clear career paths.
• Partner with office leadership to shape the Commercial Lines and Personal Lines vision and growth strategy.
• Promote and participate in team engagement events and initiatives.

• Place emphasis on and act with integrity, compassion, and accountability – core values of Legacy Risk Solutions.
• Be visible and accessible: know your people, their strengths, weaknesses, and workload.
• Lead by example: model professionalism, responsiveness, and technical expertise.
• Develop leaders: invest in team leads and emerging leaders to ensure the organization can grow without dependence on a few key individuals.
• Create team accountability: everyone knows what is expected and results are tracked.
• Drive efficiency: streamline processes and remove roadblocks.
• Build bench strength: develop future leaders and technical experts from within.
• Protect and grow brand: ensure clients receive consistent, high‑quality experience.

• 10+ years of Commercial Lines and/or Personal Lines account manager and/or leadership expertise; ability to step into complex placements and service issues.
• Background in leadership (managing teams, coaching talent, building culture).
• High emotional intelligence and solution‑oriented attitude.
• Comfort with metrics, reporting, and agency technology, including hands‑on experience with Applied Epic.
• Strategic thinker who can balance people, process, and production priorities.
• P&C license required; advanced designations preferred.