Operations Manager, Commercial Lines

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    "description_html": "<p>The Operations Manager, Commercial Lines leads and supports the commercial lines service team in delivering high-quality, proactive service to clients while driving retention, renewal excellence, and operational scalability. This role is responsible for ensuring a consistent, efficient service model across a diverse portfolio of accounts, typically characterized by multi-line coverage, moderate complexity, and relationship-driven service expectations.</p><p><br></p><p>Blending strategic leadership with hands-on execution, this individual partners closely with producers and leadership to align service delivery with growth objectives. The Operations Manager plays a critical role in optimizing workflows, strengthening carrier engagement, and leveraging data and technology to improve both team performance and client outcomes.</p><p>This role oversees the day-to-day operations of the commercial lines operations team, including account management, renewal lifecycle execution, and client service standards. The Manager ensures operational discipline, E&amp;O compliance, and consistency in service delivery while building a team capable of supporting sustainable mid-market growth.</p><p><br></p><p>A strong people leader, the Operations Manager develops and coaches account managers and service professionals, fostering a culture of accountability, responsiveness, adaptability and continuous improvement.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Lead the daily operations of the commercial lines service team supporting a mid-market book of business, ensuring timely and accurate execution of all service activities&nbsp;</li><li>Drive a disciplined renewal process, including pre-renewal strategy, exposure updates, marketing/remarketing, and carrier negotiations&nbsp;</li><li>Partner with producers to support new business onboarding, ensuring smooth transitions and strong first-year client experiences&nbsp;</li><li>Standardize and optimize workflows to support efficiency, consistency, and scalability across mid-market accounts&nbsp;</li><li>Ensure adherence to agency management system standards, documentation protocols, and risk management best practices&nbsp;</li><li>Monitor key operational and service metrics (retention, renewal timelines, activity management, revenue per account manager, backlog) and take action to improve results&nbsp;</li><li>Oversee file audits and quality assurance processes to ensure compliance and service excellence&nbsp;</li><li>Build and maintain strong working relationships with carrier partners to support competitive placement and service responsiveness&nbsp;</li><li>Champion the use of technology, automation, and best practices to enhance the client and employee experience&nbsp;</li></ul><p><strong>People Leadership &amp; Development</strong></p><ul><li>Evaluate staffing needs based on book segmentation, revenue growth, and service complexity; recommend hiring and structure accordingly&nbsp;</li><li>Onboard, and develop account managers and client service team members aligned to a mid-market service model&nbsp;</li><li>Establish clear roles, expectations, and performance standards tied to service timelines, accuracy, and client experience&nbsp;</li><li>Provide ongoing coaching, mentorship, and performance management to elevate individual and team performance&nbsp;</li><li>Support career pathing and skill development, including technical coverage knowledge, client advisory skills, and efficiency in service delivery&nbsp;</li><li>Foster a collaborative, accountable, and client-focused team environment&nbsp;</li></ul><p><strong>Operational &amp; Financial Management</strong></p><ul><li>Support annual planning and budgeting processes; manage departmental expenses in alignment with financial targets&nbsp;</li><li>Balance workloads and capacity across the team to ensure service standards are consistently met&nbsp;</li><li>Improve operational efficiency by reducing rework, managing backlog, and enhancing process discipline&nbsp;</li><li>Contribute to profitability through strong retention, efficient service delivery, and effective resource utilization&nbsp;</li></ul><p><strong>Client &amp; Business Impact</strong></p><ul><li>Maintains a strong partnership with our Sales Leadership to ensure client service strategy is executed with excellence.</li><li>&nbsp;Oversee service delivery for a team servicing mid-market commercial lines accounts, ensuring a consultative yet efficient client experience&nbsp;</li><li>Act as an escalation point for complex service issues, renewals, or client concerns&nbsp;</li><li>May maintain a small, strategic book of business or selectively engage in key client relationships&nbsp;</li><li>May support new business efforts through exposure analysis, coverage review, and quoting/rating as needed&nbsp;</li><li>Partner with leadership to continuously refine the mid-market service model and enhance client satisfaction and retention</li></ul><p><strong>Qualifications &amp; Experience</strong></p><ul><li><strong>3-7 years</strong> of commercial lines insurance experience, with strong knowledge of mid-market accounts, multi-line coverages, and carrier markets&nbsp;</li><li><strong>3 years of leadership experience (preferred)</strong>, including direct management of account managers or client service teams&nbsp;</li><li>Demonstrated success leading teams in a fast-paced agency environment, with accountability for service standards, retention, and operational performance&nbsp;</li><li>Strong understanding of renewal processes, marketing/remarketing strategies, and client lifecycle management&nbsp;</li><li>Experience with agency management systems and leveraging technology to drive efficiency and reporting&nbsp;</li><li>Proven ability to analyze metrics, manage workflows, and implement process improvements&nbsp;</li><li>Excellent communication, coaching, and leadership skills, with the ability to influence both peers and senior leadership</li></ul>",
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      "description": "<p>Description</p><p>The Operations Manager, Commercial Lines leads and supports the commercial lines service team in delivering high-quality, proactive service to clients while driving retention, renewal excellence, and operational scalability. This role is responsible for ensuring a consistent, efficient service model across a diverse portfolio of accounts, typically characterized by multi-line coverage, moderate complexity, and relationship-driven service expectations.</p><p><br/></p><p>Blending strategic leadership with hands-on execution, this individual partners closely with producers and leadership to align service delivery with growth objectives. The Operations Manager plays a critical role in optimizing workflows, strengthening carrier engagement, and leveraging data and technology to improve both team performance and client outcomes.</p><p>This role oversees the day-to-day operations of the commercial lines operations team, including account management, renewal lifecycle execution, and client service standards. 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