Operations Manager, Commercial Lines

Key Responsibilities

• Lead the daily operations of the commercial lines service team supporting a mid-market book of business, ensuring timely and accurate execution of all service activities
• Drive a disciplined renewal process, including pre-renewal strategy, exposure updates, marketing/remarketing, and carrier negotiations
• Partner with producers to support new business onboarding, ensuring smooth transitions and strong first-year client experiences
• Standardize and optimize workflows to support efficiency, consistency, and scalability across mid-market accounts
• Ensure adherence to agency management system standards, documentation protocols, and risk management best practices
• Monitor key operational and service metrics (retention, renewal timelines, activity management, revenue per account manager, backlog) and take action to improve results
• Oversee file audits and quality assurance processes to ensure compliance and service excellence
• Build and maintain strong working relationships with carrier partners to support competitive placement and service responsiveness
• Champion the use of technology, automation, and best practices to enhance the client and employee experience

People Leadership & Development

• Evaluate staffing needs based on book segmentation, revenue growth, and service complexity; recommend hiring and structure accordingly
• Onboard, and develop account managers and client service team members aligned to a mid-market service model
• Establish clear roles, expectations, and performance standards tied to service timelines, accuracy, and client experience
• Provide ongoing coaching, mentorship, and performance management to elevate individual and team performance
• Support career pathing and skill development, including technical coverage knowledge, client advisory skills, and efficiency in service delivery
• Foster a collaborative, accountable, and client-focused team environment

Operational & Financial Management

• Support annual planning and budgeting processes; manage departmental expenses in alignment with financial targets
• Balance workloads and capacity across the team to ensure service standards are consistently met
• Improve operational efficiency by reducing rework, managing backlog, and enhancing process discipline
• Contribute to profitability through strong retention, efficient service delivery, and effective resource utilization

Client & Business Impact

• Maintain a strong partnership with our Sales Leadership to ensure client service strategy is executed with excellence
• Oversee service delivery for a team servicing mid-market commercial lines accounts, ensuring a consultative yet efficient client experience
• Act as an escalation point for complex service issues, renewals, or client concerns
• May maintain a small, strategic book of business or selectively engage in key client relationships
• Support new business efforts through exposure analysis, coverage review, and quoting/rating as needed
• Partner with leadership to continuously refine the mid-market service model and enhance client satisfaction and retention