Personal Lines Service Team Manager

SIA Group•Raleigh, NC

5d•Onsite

About The Position

SIA Group is seeking an experienced Personal Lines Service Team Manager to lead the day-to-day operations of its Personal Lines service team, which has approximately 15 employees. This is a hands-on leadership role responsible for developing and supporting the team while ensuring clients, accounts, and workflows are handled accurately and efficiently. The manager will help the team address complex client and coverage needs, strengthen processes in Applied Epic, and collaborate with producers, Accounting, Operations, carriers, and agency leadership. The position is based in Raleigh, Jacksonville, or Wilmington, North Carolina, and is in-office five days per week. Occasional travel to other SIA Group offices may be required, potentially monthly and/or quarterly depending on location. Success includes delivering consistent, responsive service; keeping renewals, client follow-up, Applied Epic documentation, and workflows on track; supporting strong client retention and employee development; reducing overdue activities and backlogs; and identifying opportunities to strengthen client accounts and coverage.

Requirements

Active Property & Casualty insurance license.
At least 5 years of experience in a P&C independent insurance agency, including account management, renewals, remarketing, coverage review, and client service.
At least 2 years of experience leading, supervising, training, or mentoring employees.

Nice To Haves

Personal Lines experience preferred.
Applied Epic experience strongly preferred.
Leadership, supervision, training, or mentoring experience in the insurance industry preferred.

Responsibilities

Provide day-to-day leadership, coaching, and support to the Personal Lines service team.
Set expectations for client service, productivity, responsiveness, documentation, and accountability.
Conduct regular team and individual check-ins to balance workloads, remove obstacles, and identify training and development needs.
Support recruiting, onboarding, training, performance management, and employee development.
Coordinate schedules, PTO/Flex time, workload distribution, account assignments, and daily coverage.
Keep the team informed about carrier appetite, market conditions, procedures, and system updates.
Serve as a resource for complex coverage questions, urgent service needs, and escalated client concerns.
Guide the team on appropriate carriers and markets based on client needs.
Support renewals, remarketing, new business activity, and account-rounding opportunities.
Partner with producers and agency leadership on significant coverage, E&O, carrier, or client-retention concerns.
Oversee Applied Epic service workflows, including expirations, activities, renewals, open items, and documentation.
Monitor retention, workloads, and service activity to identify backlogs or areas for improvement.
Develop and maintain consistent service procedures and workflows.
Use operational data to identify training, staffing, workflow, and technology needs.
Partner with Accounting to resolve invoicing exceptions, receipts, and receivables issues.