Manager, Personal Lines

USAA•Tampa, FL

22h•Remote

About The Position

USAA is seeking a Manager, Personal Lines to incubate ideas and deliver innovative solutions to better serve members in the Agency. This role involves coaching, mentoring, and developing Personal Lines teams to provide members and nonmembers with personal lines insurance solutions. The manager will utilize knowledge of the personal lines marketplace to support Personal Lines teams throughout the client lifecycle, be accountable for team performance and deliverables, and collaborate with carriers on process improvements, escalations, exceptions, and trends. This role is remote eligible in the continental U.S. with occasional business travel. Relocation assistance is not available.

Requirements

Bachelor's degree or 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
6 years of insurance sales and service experience and/or 6 years of Personal Lines agency experience.
2 years of direct team lead, supervisory or management experience.
Demonstrated leadership experience in a contact center and/or agency.
Ability to work in agile and dynamic environment.
Valid Property and Casualty insurance license for home state and/or ability to obtain home state and multistate license within 90 days.

Nice To Haves

Strong P&C insurance industry acumen.
Contact center experience in process management/improvements.
Experience in designing and evaluating test and learns.
Experience facilitating training, team meetings and/or huddles.
Experience leading teammates through process, technological and organizational changes.
Experience engaging and influencing stakeholders within an organization to deliver a desired outcome.
Experience using data to evaluate performance and determine opportunities for improvement.

Responsibilities

Serves as a team leader, coach, mentor, role model, and change agent to a team of employees who provide personal lines insurance.
Collaborates with internal and external stakeholders (alliance carrier underwriting, product management) to ensure quality submissions and appropriate coverage.
Reviews key reporting results to include process adherence escalations and exceptions.
Utilizes Agency Management Systems for operating in a multi-carrier environment to provide Day to Day operational support.
Maintains high degree of industry expertise and knowledge of industry trends to facilitate and support the technical and interpersonal skills development of their team.
Drives business results and revenue/product goal attainment; ensures team members provide appropriate product solutions to meet member needs.
Handles member and team escalations and makes appropriate risk decisions based on policies.
Interfaces with external carriers and partners, leveraging knowledge of carrier relationships, systems, sales process, and underwriting practices in a multi-carrier environment, contributing to the department success.
Responsible for assessing internal/external talent with the talent acquisition team to make informed hiring decisions.
Responsible for leading team in support of achieving individual and team goals, holding them accountable for performance and actions and developing employees through regular coaching and timely feedback.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.