National Service Director – Commercial Lines

About the role

The National Service Director - Commercial Lines will drive accountability, operational excellence, and performance across the Commercial Lines organization, providing oversight of Commercial Account Management and the Small Business Unit, as well as Service and Retention teams. The mission is to bring structure, consistency, and clarity to commercial operations, establishing performance standards, refining processes, and enabling sustainable growth.

Responsibilities

• Provide national oversight, guidance, and leadership to approximately 30 Commercial Account Managers and 10 Account Executives.
• Develop, monitor, and report on book metrics, including workload distribution, book size, renewal activity, retention performance, service capacity, and client touchpoint execution.
• Evaluate Account Manager and Account Executive skill sets, experience levels, book complexity, and workload requirements to help ensure proper alignment of talent with the right accounts and responsibilities.
• Create, implement, and refine workflows that improve renewal execution, service consistency, accountability, client care, and retention across all Commercial Lines regions.
• Help ensure service teams meet retention goals, renewal expectations, client service standards, documentation requirements, and internal workflow expectations.
• Monitor upcoming renewals to ensure clients are contacted proactively, renewal timelines are followed, coverage conversations occur in advance of expiration dates, and retention risks are identified early.
• Reinforce expectations around renewal calls, client touchpoints, documentation, cross-selling opportunities, workload ownership, and follow-through.
• Identify and support cross-sell opportunities during the renewal process, including additional lines of coverage, coverage gaps, and account rounding opportunities.
• Train new hires on Commercial Account Manager workflows, including Applied Epic procedures, renewal workflows, client communication standards, documentation requirements, service timelines, and internal handoffs.
• Provide refresher training and ongoing coaching to existing team members on service processes, CAM workflows, renewal execution, documentation, escalation handling, retention best practices, and client care expectations.
• Serve as a national point of contact for workflow questions, service issues, account handling guidance, billing questions, carrier follow-up, process clarification, and escalation support.
• Partner with Commercial Lines leadership to identify training gaps, service inconsistencies, workload imbalances, process improvement opportunities, and recurring regional issues.
• Support quality control by helping ensure files are properly documented, activities are completed, renewal workflows are followed, book metrics are reviewed, and client interactions are recorded appropriately.
• Build a culture of accountability, teamwork, responsiveness, professionalism, continuous improvement, and retention-focused service across the national Commercial Lines team.

Qualifications

• Active Property & Casualty Insurance License required.
• 7+ years of Commercial Lines insurance experience, preferably in account management, client service, operations, or service leadership.
• Strong understanding of Commercial Lines workflows, renewal processes, client service standards, carrier communication, certificates, endorsements, policy checking, billing, and documentation expectations.
• Experience supporting or leading Commercial CSRs, Account Managers, Account Executives, or service team members.
• Ability to evaluate book size, workload distribution, service capacity, and team member skill sets to support proper account alignment.
• Experience handling client escalations, complex service issues, renewal concerns, billing questions, and coverage-related client conversations.
• Strong knowledge of Commercial Account Manager and Account Executive workflows, with the ability to train team members on processes, systems, service expectations, and retention-focused execution.
• Experience with Applied Epic is strongly preferred.
• Strong communication skills with the ability to coach team members, communicate with clients, collaborate with leadership, and provide clear direction.
• Ability to hold team members accountable while maintaining a supportive, positive, and solutions-focused leadership style.
• Strong organizational skills with the ability to manage multiple priorities, monitor renewal activity, evaluate book metrics, follow up on escalations, and keep service items moving forward.
• Strong attention to detail, especially related to documentation, renewal timelines, client communication, and service execution.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
• Willingness to travel occasionally between assigned regional hubs for meetings, training, team support, and business needs.

Skills

This role requires a unique blend of leadership, technical, and interpersonal skills, including the ability to drive accountability, operational excellence, and performance across the Commercial Lines organization.

Benefits

Success in this role means the national Commercial Lines service team operates with clear expectations, balanced workloads, measurable book metrics, and consistent workflows that support client retention.