Operations Manager, Personal Lines Insurance

The Operations Manager of Private Client leads and supports the personal lines operations team in delivering exceptional service while driving the renewal and growth of new business. This role combines strategic leadership with hands-on operational oversight, leveraging creativity and problem-solving to implement initiatives that enhance team performance and client outcomes.

The Manager is responsible for planning, directing, and coordinating the day-to-day operations of the Private Client team, while partnering with senior leadership to develop and execute departmental and organizational strategies, policies, and best practices. This role ensures alignment between operational execution and broader business objectives, with accountability for the overall performance, efficiency, and quality of the department.

The Manager provides strong people leadership, fostering a high-performing, engaged, and accountable team environment. Responsibilities include talent acquisition, onboarding and training, performance management, and employee development. The role also includes planning and assigning work, setting clear expectations, recognizing and addressing performance, and proactively resolving employee concerns and operational challenges in alignment with company policies and applicable laws.

• Responsible for staffing needs of the private client operations department including recommending staffing adjustments based upon annual revenue projections/workloads.
• Serve as a mentor to operations staff and oversee the personal career development plans for each employee in the department.
• Responsible for the review and revision of departmental procedures and workflows to keep pace with technology advancements, industry or market changes, and/or E&O compliance related issues.
• Accountable for the measurement of staff service efforts including outstanding expirations, overdue activities, book revenue, and/or other metrics so that these results can be effectively communicated as a part of a continuous quality improvement effort.
• Assure compliance with department procedures, utilizing file audit process techniques.
• Assist with training issues, including assessing training needs and assisting in the development of training programs.
• Responsible for traditional management duties including, but not limited to, annual budgeting, limited expense approval, and tracking of staff attendance.
• Oversee activities directly related to acquiring and retaining clients.
• Manage staff, prepare work schedules, and assign specific duties.
• Direct and coordinate organization’s financial and budget activities to fund operations, maximize investments, and increase efficiency.
• Responsible for servicing a small book of business.
• Proficient in rating/quoting new business.
• Collaborate with the Managing Director to ensure quality client experience