Director, Personal Lines

Our Personal Lines Director is responsible for the leadership, operational effectiveness, service performance, and strategic direction of the Personal Lines department. This role oversees workflows, staffing, training, performance management, and client service standards while driving departmental initiatives that support agency growth, client retention, operational excellence, and employee development. The Director serves as a people leader, coach, technical resource, and operational partner to agency leadership.

Our Director will lead a 32-person Personal Lines department and shape how our clients experience their insurance. Reporting to the Director of Operations, you'll partner with agency leadership on strategy and lead five Supervisors who guide our Client Advocates and Account Managers. This is a hands-on leadership role for someone who enjoys developing people, solving complex coverage questions, and building strong carrier relationships.

Location &

Schedule:

Hybrid, based in our Wellesley office, with some travel to our other locations as needed.

Deland, Gibson Insurance Associates is a Massachusetts independent insurance agency with 125 years of history and a decidedly modern outlook - voted one of the Best Agencies to Work For by Insurance Journal, a Trusted Choice agency, and Five Star Accredited.

• Set departmental priorities, annual goals, and workforce plans with agency leadership
• Design and refine workflows, procedures, and service standards, and lead the teams through change
• Track capacity, workload, and performance metrics, and adjust staffing and coverage plans to keep service strong through leaves and transitions

• Coach and develop five Supervisors through regular one-on-ones, quarterly check-ins, and annual reviews
• Partner with HR on recruiting, onboarding, and ongoing technical, systems, and carrier training
• Build a collaborative, accountable culture where team members can grow their careers

• Set the standard for client experience and resolve escalated service issues and complex accounts
• Drive retention, account rounding, and cross-selling across the department
• Manage a limited personal portfolio [approximate size, if useful] to stay close to the work
• Build strategic relationships with carrier representatives to open market opportunities and resolve escalations
• Share appetite changes and market updates with the team, and serve as a technical resource on coverage and underwriting

• Strong team retention and engagement
• Consistent achievement of service standards, with timely and accurate policy processing
• High client satisfaction and retention
• Completed training and development plans across the department
• Growth and revenue objectives met [note any targets or incentive tie-in]

• 7+ years of Personal Lines insurance experience, including 3+ years in a leadership, supervisory, or management role
• Active Massachusetts Property & Casualty license
• Deep knowledge of Personal Lines coverages and client service practices
• A track record of coaching and developing employees
• Strong organizational, communication, and problem-solving skills; proficiency in Microsoft Office
• Experience with Applied Epic
• Hybrid schedule, plus Summer Fridays and extended holiday weekends
• Comprehensive PTO - paid vacation, holidays, and sick time
• Health, dental, and vision insurance, and a 401(k) retirement plan
• DG University: ongoing training, support for insurance designations, and continuing education
• Employee-led committees
  - Giving, Social, Client Experience, & Technology