Personal Lines and Operations Manager - Kingston, NY

Ulster Savings•City of Kingston, NY

3d•$60,405 - $72,085•Onsite

About The Position

The Personal Lines & Operations Manager leads the Personal Lines Sales and Account Management teams while overseeing agency operations. This role is responsible for driving staff performance, customer retention, and growth, while supporting operational processes that ensure efficiency, compliance, and workflow effectiveness. This position is central to the success of the agency, balancing leadership, customer focus, and operational oversight. 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.

Requirements

Proven ability to lead, coach, and develop a team of Personal Lines account managers and operational staff.
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.
Familiarity with IT systems and ability to partner with IT to support agency needs.
At least three to five (3-5) years of insurance agency experience, with significant exposure to Personal Lines.
At least three to five (3-5) years of management and operational 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.
Familiarity with workplace IT systems.
Valid NYS P&C license.
Valid NYS driver’s license.
Ability to travel to and work out of additional locations upon requests.

Responsibilities

Directly manage the Personal Lines Sales and Account Management teams, including supervision, coaching, and professional development.
Set performance expectations and monitor KPIs to ensure sales, service, and retention goals are met.
Provide guidance and standards to maintain exceptional customer satisfaction.
Foster a high-performing, motivated, and accountable Personal Lines team culture.
Collaborate with staff to resolve client issues, improve processes, and drive revenue growth.
Develop training and career development programs for Personal Lines staff.
Oversee operational support staff responsible for workflow, compliance, and administrative tasks.
Audit workflows, policies, and procedures to ensure efficiency and regulatory compliance.
Lead process improvement and technology initiatives to support operational effectiveness.
Monitor operational KPIs and collaborate with IT to maintain system integrity.
Support budget development and monitor departmental financial health.
Any other duties as assigned by management.