Regional Service Director – Commercial Lines

NavSav Holdings LLC • Houston, TX

23d • $80,000 - $90,000 • Hybrid

About The Position

As the Regional Service Director – Commercial Lines, you will serve as a key regional leader supporting the Commercial National Service Director in driving service consistency, retention, training, accountability, and client care across your assigned region. This role provides hands-on leadership and support to Commercial Lines team members within one of our regional hub groups: FL/GA or MI/TX. Each Regional Service Director will support approximately 20 Commercial Account Managers/Executives, helping ensure teams are aligned around service expectations, renewal execution, client retention, cross-selling opportunities, workflow consistency, and escalation resolution. This role serves as a bridge between regional service teams and national Commercial Lines leadership, helping translate strategy into day-to-day execution while maintaining a strong focus on client care, team development, and operational excellence.

Requirements

• Active Property & Casualty Insurance License required.
• 7+ years of Commercial Lines insurance experience, preferably in account management, client service, operations, or service leadership.
• Strong understanding of Commercial Lines workflows, renewal processes, client service standards, carrier communication, certificates, endorsements, policy checking, billing, and documentation expectations.
• Experience supporting or leading Commercial CSRs, Account Managers, Account Executives, or service team members.
• Ability to balance leadership responsibilities with servicing an assigned book of business.
• Experience handling client escalations, complex service issues, renewal concerns, billing questions, and coverage-related client conversations.
• Strong knowledge of Commercial Account Manager workflows and the ability to train new hires on processes, systems, and service expectations.
• Experience with Applied Epic is strongly preferred.
• Strong communication skills with the ability to coach team members, communicate with clients, collaborate with leadership, and provide clear direction.
• Ability to hold team members accountable while maintaining a supportive, positive, and solutions-focused leadership style.
• Strong organizational skills with the ability to manage multiple priorities, monitor renewals, follow up on escalations, and keep service items moving forward.
• Strong attention to detail, especially related to documentation, renewal timelines, client communication, and service execution.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
• Willingness to travel occasionally between assigned regional hubs for meetings, training, team support, and business needs.

Nice To Haves

• Experience with Applied Epic is strongly preferred.

Responsibilities

• Support the Commercial National Service Director in leading regional service operations for your assigned hubs, either FL/GA or MI/TX.
• Provide day-to-day support, guidance, and leadership to approximately 20 Commercial Account Managers/Executives.
• Help ensure regional service teams meet retention goals, renewal expectations, client service standards, and internal workflow requirements.
• Assist with client escalations, including researching issues, coordinating with internal team members, communicating with clients when needed, and ensuring timely resolution.
• Monitor upcoming renewals to help ensure clients are being contacted proactively, renewal timelines are being followed, and coverage conversations are happening in advance of expiration dates.
• Reinforce expectations around renewal calls, client touchpoints, documentation, cross-selling opportunities, and follow-through.
• Help identify and support cross-sell opportunities during the renewal process, including additional lines of coverage, coverage gaps, and account rounding opportunities.
• Maintain and service an assigned book of Commercial Lines business while also serving as a regional leadership resource.
• Train new hires on Commercial Account Manager workflows, including Applied Epic procedures, renewal workflows, client communication standards, documentation requirements, service timelines, and internal handoffs.
• Provide refresher training and ongoing coaching to existing team members on service processes, CAM workflows, renewal execution, documentation, escalation handling, and client care expectations.
• Serve as a regional point of contact for workflow questions, service issues, account handling guidance, billing questions, carrier follow-up, and process clarification.
• Partner with the National Service Director to identify training gaps, service inconsistencies, process improvement opportunities, and recurring regional issues.
• Support quality control by helping ensure files are properly documented, activities are completed, renewal workflows are followed, and client interactions are recorded appropriately.
• Collaborate with Account Executives, Account Managers, producers, accounting, carrier partners, and leadership to support smooth client service delivery.
• Help create a culture of accountability, teamwork, responsiveness, professionalism, and continuous improvement across the regional Commercial Lines team.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed