Small Business Commercial Lines Lead

Job Description:
Small Business Commercial Lines Lead

Job Title:

Small Business Commercial Lines Lead

Location:

The Hive – Sandy, Utah 84070

Reports to:

SVP, Operations

Department:
Account Management (Commercial Lines)

FLSA Status:
Exempt

Job Purpose

The Small Business Commercial Lines Lead is responsible for overseeing the service delivery, operational efficiency, and team performance of the Small Business Unit within the Commercial Lines department. This role ensures high-quality client service, supports account retention and growth, and drives process standardization and scalability. The Lead will manage a team of account managers and service staff, acting as a subject matter expert and operational leader for small business insurance solutions.

Key Responsibilities 1. Team Leadership and Development

• Supervise and mentor Small Business Account Managers and service team members.
• Conduct regular performance reviews, coaching sessions, and training initiatives.
• Foster a culture of accountability, collaboration, and continuous improvement.

2. Client Service and Retention

• Ensure timely and accurate servicing of small business accounts, including renewals, endorsements, and certificates.
• Monitor service quality and client satisfaction metrics to drive retention.
• Act as an escalation point for complex service issues or client concerns.

3. Operational Excellence

• Standardize workflows and procedures to ensure consistency and efficiency across the Small Business Unit.
• Monitor workload distribution and resource allocation to optimize team performance.
• Implement and maintain service-level agreements (SLAs) and quality assurance standards.

4. Carrier and Market Coordination

• Maintain strong relationships with carrier partners to ensure competitive offerings and underwriting support.
• Oversee marketing of new and renewal business to appropriate carriers.
• Stay informed on carrier appetite, guidelines, and product changes relevant to small business clients.

5. Strategic Support and Reporting

• Collaborate with leadership to align small business operations with broader commercial strategy.
• Provide regular reporting on team performance, client retention, and operational KPIs.
• Identify opportunities for automation, technology adoption, and service innovation.

Qualifications Education & Experience

• Bachelor’s degree or equivalent experience in insurance, business, or related field.
• 5+ years of experience in commercial lines insurance, with a focus on small business accounts.
• 2+ years of experience in a supervisory or team lead role.
• Active Property & Casualty insurance license required.

Knowledge, Skills & Abilities

• Deep understanding of small business insurance products, underwriting, and servicing.
• Strong leadership and team development skills.
• Excellent organizational, communication, and problem-solving abilities.
• Proficiency in agency management systems (e.g., EPIC, AMS
  360) and Microsoft Office Suite.
• Ability to manage competing priorities in a fast-paced environment.

Working Conditions

• This position is based out of the Hive at the Sandy, UT office.
• Occasional travel may be required for team meetings, training, or client visits.
• Must be able to pull or lift up to 15 pounds at times.

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