Division Service Leader - Personal Lines

Company Overview

World Insurance Associates (“World”) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals.

Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions.

The Division Service Leader is responsible for leading, developing, and scaling service operations across multiple units within the Personal Lines division. This role provides strategic and operational leadership to Unit Leaders and Service Leaders, ensuring consistent execution of service delivery models, operational excellence, colleague development, and client experience across the division.

This position partners closely with senior leadership to implement enterprise strategies, drive profitable growth, support acquisition integration, and ensure alignment with World’s operating model, workflows, and professional standards. The Division Service Leader is accountable for division-wide performance, talent strategy, and continuous improvement while fostering a collaborative, high-performance culture.

• Partners with executive, divisional, and unit leadership to execute enterprise and divisional strategies

• Leads division-wide implementation and monitoring of methods, processes, measurements, controls, and structure that drive profitable growth and operational efficiency

• Establishes and drives utilization of KPIs and performance dashboards to measure results and inform decision-making

• Provides regular updates on division performance, risks, opportunities, and key initiatives through established governance and meeting cadences

• Ensures strategic objectives are effectively cascaded to Unit Leaders and service teams

• Oversees workforce planning, including management of new and replacement hire requests across the division

• Accountable for division-level billing accuracy, cash collections, and financial controls

• Ensures integrity and consistency of key data elements across systems and locations

• Supports acquisition onboarding and integration efforts, including service model alignment, colleague transition, and process adoption

• Owns the Personal Lines client experience strategy and delivery model across the division

• Ensures consistent quality, timeliness, and service standards across all units and locations

• Partners with Unit Leaders and Producers to align service delivery with client expectations and growth objectives

• Ensures service teams maintain disciplined adherence to established workflows, standard operating procedures, and professional excellence standards

• Establishes and oversees division-wide new business and renewal planning cadences

• Drives consistency in roles, responsibilities, and team structures across all Personal Lines locations

• Acts as an escalation point for complex or at-risk client situations and ensures proactive resolution strategies

• Ensures delivery of Client Service Plans and adherence to defined scopes of service

• Builds strong partnerships with Shared Services to promote a “one team” culture and seamless client experience

• Creates a high-performance, accountable culture focused on engagement, development, and results

• Establishes a consistent evaluation and talent review cadence to assess leadership capabilities, competencies, and succession readiness

• Identifies and supports leadership development opportunities through coaching, mentorship, and stretch assignments

• Partners with recruiting to attract, assess, and retain top Personal Lines talent

• Ensures onboarding, training, and ongoing education are delivered consistently across the division

• Champions diversity, inclusion, and…