Personal Lines Manager

Position Overview

The Personal 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.

Key Responsibilities

1. Day-to-Day Team Leadership & Execution

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Serve as the primary point of contact for Personal Lines service staff and support teams

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Assign, prioritize, and monitor workloads to ensure efficiency and balance

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Ensure service standards, response times, and internal SLAs are consistently met

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Support onboarding, training, and ongoing performance expectations for team members

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Provide guidance and real-time problem-solving to keep operations running smoothly

2. Service Delivery Oversight & Client Experience

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Oversee the quality, consistency, and timeliness of client servicing, with sensitivity to HNW/UHNW client expectations

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Step in to manage escalations or complex service issues as needed

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Ensure white-glove service standards are upheld across all client touchpoints

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Coordinate proactively with internal teams to deliver timely, seamless client service

3. Process, Systems & Documentation

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Own, document, and maintain standard operating procedures (SOPs) for Personal Lines operations

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Ensure processes are followed consistently and refined as the business evolves

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Identify opportunities for efficiency through process improvement, automation, or outsourcing

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Partner with leadership on system enhancements and operational improvements

4. Internal & Cross-Functional Coordination

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Act as the operational liaison

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

5. Leadership Enablement (Core Function of the Role)

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Absorb operational decision-making that does not require executive involvement

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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

• Confident, independent decision-maker

• Ability to remain organized and proactive under pressure

• Prior team lead or management experience

• Familiarity with process improvement, SOP development, and service optimization