POSITION SUMMARY

The Personal Lines Manager is responsible to drive results within the department. The position will focus on improving efficiencies, the customer service experience from the client point of view, and overall growth in Personal Lines.

ESSENTIAL FUNCTIONS

• Accomplishes staff results by communicating job expectations; monitoring and appraising job results; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Develop and maintain relationships with carrier partners. Responsible for staying current with the industry changes and ensuring the team is updated
• Maintain quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements
• Work with the other department heads and leadership team to develop company operational policies and procedures that support the company’s strategic plan
• Participate with Human Resources in recruitment and selection for all support positions
• Partner with Business Development, Risk Advisors and Client Advocates to build a strong sales process that focuses on education
• Track client satisfaction by monitoring NPS results; develop and implement opportunities for improvement by following up with detractors and identifying trends
• Execution of projects assigned that are driven by the company’s strategic plan and growth goals