Regional Operations Manager - Commercial Lines

Towne Bank•Charlotte, NC

54d•Hybrid

About The Position

Towne Insurance is hiring a Commercial Lines Regional Operations Manager to join our team. The Commercial Lines Regional Operations Manager is responsible for leading and optimizing operational performance across multiple offices or territories within the region. This role ensures consistent delivery of high-quality service, operational efficiency, and compliance with company standards and regulatory requirements. The manager will collaborate with marketing, sales, claims, Learning and Development, and service teams to drive strategic initiatives and support business growth. About Us Towne Insurance is a nationally recognized top insurance and risk management firm specializing in customized insurance solutions for all segments of business clients, families, and individuals. At Towne Insurance, we take pride in serving others, enriching lives, and providing our members exquisite service. Our employees are our most valuable asset, and we take time to invest in their health, happiness, and education. We hire motivated, self-directed professionals who desire to give back to their communities. About the Role Oversee day-to-day operations of commercial lines teams across the region, ensuring alignment with company goals and service standards. ' Identify and implement process enhancements to improve efficiency, reduce costs, and elevate client experiences. Collaborate with and lead the Commercial Lines Leaders and managers to support and develop high-performing teams. Lead, coach, and develop regional operations staff; foster a culture of accountability, collaboration, and continuous improvement. Track key performance indicators (KPIs), analyze trends, and report on operational metrics to senior leaders. Responsible for interviewing, hiring, and training within the region. Responsible for regional team structure relative to book size, team development/career path, and perpetuation planning of the various commercial books of business Lead monthly meetings/conference calls comprised of team leaders and managers to identify and resolve operational or workflow issues to achieve better consistency and efficiency of operations. Disseminate information to participants or to staff as needed. Ensure that the EPIC client management system is audited and kept up-to-date and generate reports to guide our client experience. Complete other duties as assigned. Obey all applicable federal laws, rules, and regulations relating to Anti-Money Laundering (AML) including the Bank Secrecy Act (BSA). Moderate travel is expected, with overnight stays as deemed necessary.

Requirements

7+ years of experience in commercial insurance operations, with at least 3 years in a leadership role.
Current P&C license.
Extensive commercial insurance experience.
In-depth knowledge of commercial insurance brokerage practices and processes.
Knowledge of how products and services impact client needs and develop processes to improve quality.
Strong initiative, leadership, and strategic thinking abilities.
Ability to work independently and with all levels of the organization.
Exceptional communication, collaboration, and negotiation skills required to affect change and to build effective working relationships.
Ability to be a self-starter with strong oral and written communication skills as well as organizational skills.
Advanced knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook).
Must be able to travel as needed, including overnight stays.

Nice To Haves

Experience with digital transformation initiatives.
Previous working knowledge of Insurance Agency Management software programs, preferably Applied software Epic.

Responsibilities

Oversee day-to-day operations of commercial lines teams across the region, ensuring alignment with company goals and service standards.
Identify and implement process enhancements to improve efficiency, reduce costs, and elevate client experiences.
Collaborate with and lead the Commercial Lines Leaders and managers to support and develop high-performing teams.
Lead, coach, and develop regional operations staff; foster a culture of accountability, collaboration, and continuous improvement.
Track key performance indicators (KPIs), analyze trends, and report on operational metrics to senior leaders.
Responsible for interviewing, hiring, and training within the region.
Responsible for regional team structure relative to book size, team development/career path, and perpetuation planning of the various commercial books of business
Lead monthly meetings/conference calls comprised of team leaders and managers to identify and resolve operational or workflow issues to achieve better consistency and efficiency of operations.
Disseminate information to participants or to staff as needed.
Ensure that the EPIC client management system is audited and kept up-to-date and generate reports to guide our client experience.
Complete other duties as assigned.
Obey all applicable federal laws, rules, and regulations relating to Anti-Money Laundering (AML) including the Bank Secrecy Act (BSA).