Service and Engagement Manager
About The Position
This 100% in-office role is responsible for leading and strengthening the Commercial Lines and Personal Lines service teams within the Pointe North offices. The Pointe North Service and Engagement Manager is responsible for developing Team Leads, building a high-performing service culture, improving employee engagement, creating accountability, and ensuring operational consistency across the organization. The role will support, mentor, and develop Team Leads, Account Managers, Account Service Managers, and support staff while creating a sustainable leadership structure that supports long-term growth. This is a hands-on leadership role with accountability for service performance, staff development, workflow execution, and cultural alignment. Direct oversight will primarily occur through Team Leads, with an emphasis on leadership development and succession planning.
Requirements
- 10+ years of Commercial Lines and/or Personal Lines account manager and/or leadership expertise; ability to step into complex placements and service issues.
- Background in leadership (managing teams, coaching talent, building culture).
- High emotional intelligence and solution-oriented attitude.
- Comfort with metrics, reporting, and agency technology, including hands on experience with Applied Epic.
- Strategic thinker who can balance people, process, and production priorities.
- P&C license required; advanced designations preferred.
Responsibilities
- In conjunction with HR and agency managers/leads, hire, onboard, and train new Account Managers, Account Service Managers, and support staff.
- Conduct performance reviews, deliver feedback, and create clear growth paths for each team member, as appropriate depending on agency structure.
- Actively mentor and coach staff, ensuring strong technical knowledge and client service skills.
- Establish clear expectations for workflows, responsiveness, and service quality.
- Serve as a resource for resolving escalated client, service, and employee issues.
- Coach and develop Team Leads to become effective leaders, mentors, and decision makers.
- Establish consistent leadership expectations across all teams.
- Conduct regular one-on-one meetings focused on leadership development, accountability, and employee engagement.
- Create succession plans and identify future leaders within the organization.
- Build leadership bench strength to support long-term agency growth.
- Reinforce agency workflows, processes, and standards in the Pointe North offices.
- Monitor agency management system (EPIC) reports, activity logs, and expirations to ensure the team stays current.
- Work with the Team Leads to keep Account Manager books balanced so as to avoid burnout or underutilization in staff.
- Maintain a high level of service consistency and customer engagement across all offices and teams.
- Serve as the primary leadership resource for Team Leads and future leaders within the service organization.
- Establish a leadership cadence that promotes accountability, communication, and employee development.
- Help create a culture where employees understand expectations, receive regular feedback, and have clear career paths.
- Partner with office leadership to shape the Commercial Lines and Personal Lines vision and growth strategy.
- Promote and participate in team engagement events and initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
