Operations Manager, Commercial Lines

Gregory & Appel Inc•Indianapolis, IN

About The Position

The Operations Manager, Commercial Lines leads and supports the commercial lines service team in delivering high-quality, proactive service to clients while driving retention, renewal excellence, and operational scalability. This role is responsible for ensuring a consistent, efficient service model across a diverse portfolio of accounts, typically characterized by multi-line coverage, moderate complexity, and relationship-driven service expectations. Blending strategic leadership with hands-on execution, this individual partners closely with producers and leadership to align service delivery with growth objectives. The Operations Manager plays a critical role in optimizing workflows, strengthening carrier engagement, and leveraging data and technology to improve both team performance and client outcomes. This role oversees the day-to-day operations of the commercial lines operations team, including account management, renewal lifecycle execution, and client service standards. The Manager ensures operational discipline, E&O compliance, and consistency in service delivery while building a team capable of supporting sustainable mid-market growth. A strong people leader, the Operations Manager develops and coaches account managers and service professionals, fostering a culture of accountability, responsiveness, adaptability and continuous improvement.

Requirements

7–10+ years of commercial lines insurance experience, with strong knowledge of mid-market accounts, multi-line coverages, and carrier markets
3–5+ years of people leadership experience, including direct management of account managers or client service teams
Demonstrated success leading teams in a fast-paced agency environment, with accountability for service standards, retention, and operational performance
Strong understanding of renewal processes, marketing/remarketing strategies, and client lifecycle management
Experience with agency management systems and leveraging technology to drive efficiency and reporting
Proven ability to analyze metrics, manage workflows, and implement process improvements
Excellent communication, coaching, and leadership skills, with the ability to influence both peers and senior leadership

Responsibilities

Lead the daily operations of the commercial lines service team supporting a mid-market book of business, ensuring timely and accurate execution of all service activities
Drive a disciplined renewal process, including pre-renewal strategy, exposure updates, marketing/remarketing, and carrier negotiations
Partner with producers to support new business onboarding, ensuring smooth transitions and strong first-year client experiences
Standardize and optimize workflows to support efficiency, consistency, and scalability across mid-market accounts
Ensure adherence to agency management system standards, documentation protocols, and risk management best practices
Monitor key operational and service metrics (retention, renewal timelines, activity management, revenue per account manager, backlog) and take action to improve results
Oversee file audits and quality assurance processes to ensure compliance and service excellence
Build and maintain strong working relationships with carrier partners to support competitive placement and service responsiveness
Champion the use of technology, automation, and best practices to enhance the client and employee experience
Evaluate staffing needs based on book segmentation, revenue growth, and service complexity; recommend hiring and structure accordingly
Onboard, and develop account managers and client service team members aligned to a mid-market service model
Establish clear roles, expectations, and performance standards tied to service timelines, accuracy, and client experience
Provide ongoing coaching, mentorship, and performance management to elevate individual and team performance
Support career pathing and skill development, including technical coverage knowledge, client advisory skills, and efficiency in service delivery
Foster a collaborative, accountable, and client-focused team environment
Support annual planning and budgeting processes; manage departmental expenses in alignment with financial targets
Balance workloads and capacity across the team to ensure service standards are consistently met
Improve operational efficiency by reducing rework, managing backlog, and enhancing process discipline
Contribute to profitability through strong retention, efficient service delivery, and effective resource utilization
Maintains a strong partnership with our Sales Leadership to ensure client service strategy is executed with excellence.
Oversee service delivery for a team servicing mid-market commercial lines accounts, ensuring a consultative yet efficient client experience
Act as an escalation point for complex service issues, renewals, or client concerns
May maintain a small, strategic book of business or selectively engage in key client relationships
May support new business efforts through exposure analysis, coverage review, and quoting/rating as needed
Partner with leadership to continuously refine the mid-market service model and enhance client satisfaction and retention