Personal Lines Manager

The primary responsibility of the Personal Lines Manager is to ensure that the agency’s personal lines

clients receive exceptional service and support in accordance with established agency standards. The

Personal Lines Manager oversees the day-to-day operations of the Personal Lines Division, providing

leadership, direction, mentoring, and training to staff while monitoring departmental performance

and service quality. Key responsibilities include maintaining high service standards, supporting

employee development and accountability, optimizing departmental processes, and ensuring the

Personal Lines Division operates effectively while delivering a consistently positive client experience.

• Respond to clients’ needs by producing binders, certificates, policies, and other related items
• Process insurance policy changes, renewals and cancellations based on Agency standards
• Knowledge of quoting and rating procedures for various types of personal lines products
• Lead, manage, and develop the personal lines team, providing ongoing coaching, training, and performance feedback.
• Establish and monitor department goals related to retention, client satisfaction, and operational
• Develop and implement strategies to grow the personal lines book of business and identify opportunities for new business.
• Handle and resolve complex client service issues and any escalated concerns in a timely and professional manner.
• Build and maintain strong working relationships with insurance carriers, underwriters, and other business partners.
• Monitor workflows and departmental processes to improve efficiency, consistency, and overall
• Ensure staff adhere to agency procedures and applicable insurance laws, regulations, and
• Review department performance metrics and provide management with regular updates and recommendations.

• Support recruitment, onboarding, training, and development of personal lines employees.
• Foster a collaborative, accountable, and service-focused team environment.
• Stay current on industry trends, carrier products, market conditions, and regulatory developments affecting personal lines insurance.

• 10+ years of experience in servicing Personal Lines Insurance for independent agency
• Strong leadership and team-management abilities.
• Excellent verbal and written communication skills.
• Strong customer service and relationship-management skills.
• Proven ability to meet sales, retention, and service objectives.
• Strong problem-solving and conflict-resolution skills.
• Knowledge of personal lines insurance products, markets, and agency operations.
• Analytical ability to evaluate department performance and identify opportunities for improvement.
• Effective organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to regulatory compliance, professional standards, and client confidentiality.
• Experience with Applied Systems/EPIC Agency Management System a plus
• Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat, and

Salary: $100,000-$125,000 based on experience