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 combines team development with responsibility for accurate, efficient client service, account handling, and workflows. The manager works with producers, Accounting, Operations, carriers, and agency leadership, and strengthens service processes in Applied Epic. 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. Success includes delivering consistent, responsive service; keeping renewals, client follow-up, Epic documentation, and workflows on track; maintaining strong client retention; reducing overdue activities and backlogs; supporting employee development; 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.
- 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 and detail-oriented, with the ability to balance multiple priorities.
- Collaborative approach to working across service, sales, accounting, and operations.
Nice To Haves
- Personal Lines experience preferred.
- Leadership, supervision, training, or mentoring experience in the insurance industry preferred.
- Applied Epic experience strongly 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.
- Hold 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
