Responsibilities Include: 

• Assist in the development of strategies to accomplish and support the Commercial Lines department’s business plan objectives
• Create, maintain and update agency policies and procedures throughout Commercial Lines department
• Work together with Team Leaders on the audit of customer service workflows/policies and organize resources to accommodate workflow and improve operational efficiencies and procedures
• Lead integration/implementation of any/all new business opportunities into Commercial Lines department, including processes, technology updates, etc.
• Ensure high levels of customer satisfaction and service experiences by improving on-going service plan delivery methods to maintain high retention rates within department
• Manages non-select commercial lines team leaders performance; performing monthly reviews on goal attainment and development direction. Participates in decisions involving disciplinary and corrective action. Provides career pathing and succession planning for team leaders and direct reports
• Provide technical expertise to Commercial Lines staff, including transition/workflows within agency management system
• Participate in the selection of new Commercial Lines service Associates
• Carry out the Commercial Lines department’s action plan
• Stay informed regarding insurance technical knowledge, market trends, agency automation, company information, and other operating techniques
• Lead a team that is aligned with the Agencies' strategic priorities with a primary focus on work quality, technology, creating efficiencies, and maximizing overall work efforts.

Minimum Education & Credentials

• Bachelor’s degree in Business Administration, Risk Management, Finance, or related field (Master’s/MBA preferred).

• Insurance designations such as CPCU, CIC, ARM, or CRM strongly preferred.

• Strong knowledge of commercial lines insurance products, underwriting, and regulatory requirements.

Experience

• 5+ years of experience in commercial lines insurance, with at least 2 years in a leadership/operations management role.

• Proven success in managing large teams, service operations, and workflow efficiency within an agency or carrier environment.

• Track record of driving operational excellence—implementing systems, streamlining processes, and improving service delivery.

• Experience with agency management systems (Epic, AMS360, Applied, Vertafore, etc.) and reporting/analytics tools.

Leadership & Management Skills

• Strong people leadership: hiring, developing, coaching, and retaining high-performing teams.

• Ability to set strategy and execute operational plans aligned with organizational goals.

• Expertise in change management—leading through system upgrades, restructuring, or process redesign.

• Commitment to fostering a client-first culture while balancing efficiency and profitability.

Technical & Operational Skills

• Deep knowledge of commercial lines workflows: quoting, binding, servicing, renewals, compliance.

• Strong grasp of process optimization and automation within insurance operations.

• Financial acumen: budgeting, forecasting, expense management, and profitability analysis.

• Data-driven decision making—using metrics, KPIs, and dashboards to monitor performance.

Soft Skills

• Excellent communication and negotiation skills (with carriers, clients, and internal teams).

• Problem-solving and decision-making ability in complex, high-stakes environments.

• Strong relationship-building skills with underwriters, carriers, and clients.

• High degree of integrity, accountability, and strategic thinking.