Personal Lines Service Team Manager
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. This hands-on leadership role oversees approximately 15 employees and focuses on developing the team while ensuring clients, accounts, and workflows are handled accurately and efficiently. The manager will support complex client and coverage needs, improve 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 monthly and/or quarterly travel to other SIA Group offices may be required, depending on location.
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.
- Strong knowledge of Personal Lines coverages, carrier underwriting requirements, eligibility, appetite, and documentation.
- Ability to identify coverage gaps, underwriting concerns, remarketing needs, and account-rounding opportunities.
- Strong communication and client-facing skills, including the ability to handle escalated concerns.
- Organized, detail-oriented, and comfortable balancing multiple priorities.
- Collaborative approach to working across service, sales, accounting, and operations.
Nice To Haves
- Personal Lines experience preferred.
- Applied Epic experience strongly preferred.
- Employee leadership, supervision, training, or mentoring experience preferably in the insurance industry.
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 service workflows in Applied Epic, including expirations, activities, renewals, open items, and documentation.
- Monitor retention, workloads, and service activity to identify backlogs or improvement areas.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
