Commercial Lines Services Manager

Location: Van Wert, OH

We’re a team of employees who are passionate about delivering best-in-class customer service and innovation in the industry. We prioritize integrity, relationships, and excellence in all aspects of our work.

Our employees can fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do!

We’re seeking a dynamic leader to oversee our customer service operations, driving excellence in service delivery, team development, and process improvement. This role champions our core values, fosters cross-functional collaboration, and ensures operational efficiency to support strategic business goals.

How You’ll Make an Impact

• Proactively perpetuates the culture, embraces Central’s core values, and supports Central’s services mission
• Demonstrates by example a hospitality mindset reflective of expectations set forth, including building rapport, credibility, a positive attitude, and teamwork with all customers
• Accountable for the effectiveness of all customer service operational areas of responsibility in executing the stated objectives, including productivity, efficiency, quality, and timeliness.
• Lead and develop others by building skills through coaching, mentoring, and ongoing training & development
• Collaborates and communicates with the Regional Underwriting and other departments/leaders within the company to ensure superior service and support corporate objectives
• Leads project work and initiatives assigned
• Interviews and selects talent
• Seeks and initiates continuous operational process improvements to maximize departmental efficiency
• Develops and enhances hospitable relationships with agency partners, employees, and co-workers
• Communicates strategy and priorities, sets expectations, holds team accountable, and gets results
• Trains, mentors, and develops the supervisory team
• Ensures supervisory execution of department-specific responsibilities
• Coaches and evaluates the performance of the team and individuals on the team. Conducts monthly check-ins and performance appraisals
• Works across departments and across offices to accomplish corporate objectives and priorities
• Analyzes and reports on workload, staffing, productivity, and resources to stakeholders
• Prepares and enters annual department expense budgets, reporting on results quarterly
• Develops and implements project plans, objectives, and budgets that contribute to the overall operational excellence of the company
• Ensures responsibility for planning and executing on business continuity of the department
  
  
  

What You’ll Bring

• Strong leadership skills, including coaching, team building, and conflict resolution
• Project management skills, including time and risk management, resource prioritization, and project structuring
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills, including negotiation, presentation, and influence skills
• Strong multi-tasking and prioritization skills
• Respond to high-pressure situations with grace and poise
• Ability to proactively and effectively communicate with others
• Lead by example and motivate others
• Skilled in change management
• Exhibit an open mind, an enthusiastic spirit, and a commitment to improve processes that eliminate inefficiencies
• Be a culture champion
• Create and nurture an environment of teamwork, trust, and transparency
• Committed to research and investigation for problem-solving
• Skilled at motivating and turning talent into effective performance
• Proactively seek to acquire new skills
• Forward thinker who proactively seeks opportunities and solutions
• Comfortable with technology and proficient with Microsoft Office products
• Possesses verbal and written communication skills
• Possesses multi-tasking and prioritization skills
• Excellent organizational skills and attention to detail
• Ability to understand Central Insurance’s policies and processes
• Bachelor’s degree in an applicable field and four years of customer service experience
• Or six years of customer service experience
• Occasional travel
  
  
  

Preferred Qualifications

• Commercial Lines insurance knowledge
• Experienced people leadership
  
  
  

Work Authorization

Central will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

It is the policy of Central that all recruiting, hiring, training, compensation, overtime, job classification and assignment, facilities, promotions, transfers, employee treatment and all other terms and conditions of employment shall be maintained in a manner which will not discriminate against any person because of race, color, age, sex, national origin, ancestry, religion, marital status, military status, or disability. The applicant should respond to questions on this application in a way that will not divulge such information.