Personal Lines Manager

Key Responsibilities

• Serve as the primary point of contact for Personal Lines service staff and support teams
• Assign, prioritize, and monitor workloads to ensure efficiency and balance
• Ensure service standards, response times, and internal SLAs are consistently met
• Support onboarding, training, and ongoing performance expectations for team members
• Provide guidance and real-time problem-solving to keep operations running smoothly

Service Delivery Oversight & Client Experience

• Oversee the quality, consistency, and timeliness of client servicing, with sensitivity to HNW/UHNW client expectations
• Step in to manage escalations or complex service issues as needed
• Ensure white-glove service standards are upheld across all client touchpoints
• Cook up proactive coordination with internal teams to deliver timely, seamless client service

Process, Systems & Documentation

• Own, document, and maintain standard operating procedures (SOPs) for Personal Lines operations
• Ensure processes are followed consistently and refined as the business evolves
• Identify opportunities for efficiency through process improvement, automation, or outsourcing
• Partner with leadership on system enhancements and operational improvements

Internal & Cross-Functional Coordination

• Act as the operational liaison
• Absorb operational decision-making that does not require executive involvement
• Own daily task management, internal follow up, routine service escalations

Ledership Enablement (Core Function of the Role)

• Absorb operational decision-making that does not require executive involvement
• Ownership of daily task management, internal follow up, routine service escalations