Insurance Personal Lines Manager

Job Summary:

The Personal Lines Manager leads our Personal Lines Sales and Account Management team. This role is responsible for supervising staff, ensuring high customer satisfaction, staff coaching and professional development, managing workflows, implementing policies, and handling complex client escalations. This position requires technical expertise in personal lines and requires strong leadership, problem-solving, and insurance knowledge.  Every position within the agency is tied to profit and therefore maintaining customer retention, driving growth, and building relationships with customers, staff and carriers is a key driver of our success.

Essential Skills

• Proven ability to lead, coach, and develop a team of Personal Lines Account Managers.
• Strong understanding of Personal Lines insurance products, sales, and customer service.
• Knowledge of insurance agency operations, workflows, and management systems.
• Ability to design and implement processes to support staff performance and operational efficiency.
• Strong judgment in prioritizing multiple responsibilities and guiding staff toward results.
• Excellent verbal and written communication, with the ability to build relationships across customers, staff, and carriers.

Essential Duties and Responsibilities

• Directly manage the Personal Lines Sales and Account Management teams, including supervision, coaching, and professional development.
• Set performance expectations and monitor key performance indicators to ensure sales, service, and retention goals are met.
• Provide guidance and standards to maintain exceptional customer satisfaction.
• Represent insurance agency at networking and community events
• Foster a high-performing, motivated, and accountable Personal Lines team culture.
• Collaborate with staff to resolve client issues, improve processes, and drive revenue growth.
• Audit workflows, policies, and procedures to ensure efficiency and regulatory compliance.
• Support budget development and monitor departmental financial health.
• Any other duties as assigned by management.

Minimal Requirements

• At least three years of insurance agency experience, with significant exposure to Personal Lines.
• At least three years of management experience with a proven ability to lead teams, oversee daily operations, and drive process improvements. 
• Intermediate proficiency in Microsoft Office Suite and agency management systems.
• Valid NYS P&C license.
• Valid NYS driver’s license.
• Ability to travel to and work out of additional locations upon requests.

Ulster Savings Bank is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability or protected veteran status, and any other basis protected by applicable local, state, or federal law or Executive Orders.