Service and Engagement Manager

Key Responsibilities

• Team Leadership & Development
• In conjunction with HR and agency managers/leads, hire, onboard, and train new Account Managers, Account Service Managers, and support staff.
• Carry out performance reviews, provide feedback, and establish clear growth paths for each team member, as appropriate depending on agency structure.
• Mentor and coach staff, ensuring they possess strong technical knowledge and client service skills.
• Create clear expectations for workflows, responsiveness, and service quality.
• Resolve escalated client, service, and employee issues as a resource.
• Team Lead Development
• Coach and develop Team Leads to become effective leaders, mentors, and decision makers.
• Establish consistent leadership expectations across all teams.
• Conduct regular one-on-one meetings focused on leadership development, accountability, and employee engagement.
• Create succession plans and identify future leaders within the organization.
• Build leadership bench strength to support long-term agency growth.
• Operational Oversight
• Reinforce agency workflows, processes, and standards in the Pointe North offices.
• Monitor EPIC reports, activity logs, and expirations to ensure the team stays current.
• Work with Team Leads to keep Account Manager books balanced to avoid burnout or underutilization in staff.
• Maintain a high level of service consistency and customer engagement across all offices and teams.
• Leadership Role
• Serve as the primary leadership resource for Team Leads and future leaders within the service organization.
• Establish a leadership cadence that promotes accountability, communication, and employee development.
• Help create a culture where employees understand expectations, receive regular feedback, and have clear career paths.
• Partner with office leadership to shape the Commercial Lines and Personal Lines vision and growth strategy.
• Promote and participate in team engagement events and initiatives.

Expectations of This Role

• Emphasize and act with Integrity, Compassion, and Accountability – the core values of Legacy Risk Solutions.
• Be visible and accessible: Know your people, their strengths, weaknesses, and workload.
• Lead by example: Model professionalism, responsiveness, and technical expertise.
• Develop Leaders: Invest in Team Leads and emerging leaders to ensure the organization can grow without becoming dependent on a few key individuals.
• Create team accountability: Everyone knows what's expected, and results are tracked.
• Drive efficiency: Streamline processes and remove roadblocks.
• Build bench strength: Develop future leaders and technical experts from within.
• Protect and grow the brand: Ensure clients receive a consistent, high-quality experience.

Qualifications

• 10+ years of Commercial Lines and/or Personal Lines account manager and/or leadership expertise; ability to step into complex placements and service issues.
• Background in leadership (managing teams, coaching talent, building culture).
• High emotional intelligence and solution-oriented attitude.
• Comfort with metrics, reporting, and agency technology, including hands-on experience with Applied Epic.
• Strategic thinker who can balance people, process, and production priorities.
• P&C license required; advanced designations preferred.