Commercial Lines Department Manager
About The Position
Join Our Team as the leader of our Client Service team Are you passionate about leading high-performing teams, creating outstanding client experiences, and driving operational excellence in commercial insurance? We’re looking for a dynamic and strategic Commercial Client Service Manager to join our team and lead the Commercial Client Service department. This leadership role is critical to ensuring that our clients receive proactive, responsive, and consistent service while fostering a positive, collaborative, and efficient team environment. Why Join Us? We’ve proudly earned recognition as a CNY Best Place to Work and an Economic Champion, and we value Integrity, Accountability, and Transparency in everything we do. You'll be joining a supportive and collaborative environment where your leadership has a meaningful impact—both for our clients and for your colleagues. Our Commercial team operates a sophisticated service model focused on the middle market. As the leader of the Commercial Client Service team, you’ll guide and support staff who manage a smaller number of high-value client relationships—allowing for deeper service, greater attention to detail, and stronger long-term partnerships. If you’re motivated by helping others thrive, driving operational excellence, and elevating team performance, we’d love to hear from you.
Requirements
- Bachelor’s degree or equivalent work experience.
- Minimum 7 years of experience in Commercial insurance, with a focus on middle market risks.
- At least 3 years in a leadership or management role.
- NYS Property & Casualty License required.
- Strong relationship-building and client service orientation.
- Ability to multi-task and remain organized in a fast-paced environment.
- Proficiency in Microsoft Office (especially Word and Excel).
Nice To Haves
- Industry designations or advanced insurance training preferred.
- Experience with Applied EPIC preferred.
Responsibilities
- Lead day-to-day operations of the 14 member Commercial Client Service team, ensuring workflow efficiency and service quality.
- Monitor staff performance, workload distribution, and departmental processes to meet or exceed agency benchmarks.
- Partner with internal teams, including Marketing, Sales, and Claims, to support growth strategies and client retention efforts.
- Serve as the escalation point for client or carrier concerns, ensuring timely and professional resolution.
- Oversee hiring, performance management, and team development for the Commercial Client Service staff.
- Track and maintain progress on department initiatives, strategic goals, and process improvements.
- Lead onboarding and continuing education for Commercial service team members.
- Foster a culture of continuous learning, mentoring team members to grow their technical expertise and client service skills.
- Coordinate regular audits and staff feedback sessions to drive continuous improvement.
- Ensure compliance with agency policies, industry regulations, and carrier standards.
- Evaluate vendor relationships and identify new technologies to enhance service delivery and efficiency.
- Stay current on market trends and regulatory changes affecting the Commercial P&C space.
Benefits
- Competitive salary based on experience.
- Comprehensive benefits package, including health insurance, 401(k) matching, and more.
- A thriving, inclusive work environment that values your contributions and encourages professional development.
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
