Personal Lines Manager

The Person al 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.

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

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

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

Act as the operational liaison

Ensure clean handoffs, clear expectations, and defined accountability across all stakeholders

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
• Ability to remain organized and proactive under pressure
• Prior team lead or management experience
• Familiarity with process improvement, SOP development, and service optimization