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.
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.
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&O compliance, and consistency in service delivery while building a team capable of supporting sustainable mid-market growth.
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.
Key Responsibilities
- 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
- Drive a disciplined renewal process, including pre-renewal strategy, exposure updates, marketing/remarketing, and carrier negotiations
- Partner with producers to support new business, ensuring smooth transitions and strong first-year client experiences
- Standardize and optimize workflows to support efficiency, consistency, and scalability across mid-market accounts
- Ensure adherence to agency management system standards, documentation protocols, and risk management best practices
- Monitor key operational and service metrics (retention, renewal timelines, activity management, revenue per account manager, backlog) and take action to improve results
- Oversee file audits and quality assurance processes to ensure compliance and service excellence
- Build and maintain strong working relationships with carrier partners to support competitive placement and service responsiveness
- Champion the use of technology, automation, and best practices to enhance the client and employee experience
People Leadership & Development
- Evaluate staffing needs based on book segmentation, revenue growth, and service complexity; recommend hiring and structure accordingly
- Onboard, and develop account managers and client service team members aligned to a mid-market service model
- Establish clear roles, expectations, and performance standards tied to service timelines, accuracy, and client experience
- Provide coaching, mentorship, and performance management to elevate individual and team performance
- Support career pathing and skill development, including technical coverage knowledge, client advisory skills, and efficiency in service delivery
- Foster a collaborative, accountable, and client-focused team environment
Operational & Financial Management
- Support annual planning and budgeting processes; manage departmental expenses in alignment with financial targets
- Balance workloads and capacity across the team to ensure service standards are consistently met
- Improve operational efficiency by reducing rework, managing backlog, and enhancing process discipline
- Contribute to profitability through strong retention, efficient service delivery, and effective resource utilization
Client & Business Impact
- Maintains a strong partnership with our Sales Leadership to ensure client service strategy is executed with excellence.
- Oversee service delivery for a team servicing mid-market commercial lines accounts, ensuring a consultative yet efficient client experience
- Act as an escalation point for complex service issues, renewals, or client concerns
- May maintain a small, strategic book of business or selectively engage in key client relationships
- May support new business efforts through exposure analysis, coverage review, and quoting/rating as needed
- Partner with leadership to continuously refine the mid-market service model and enhance client satisfaction and retention
Qualifications & Experience
3-7 years
of commercial lines insurance experience, with strong knowledge of mid-market accounts, multi-line coverages, and carrier markets
3 years of leadership experience (preferred)
, including direct management of account managers or client service teams
- Demonstrated success leading teams in a fast-paced agency environment, with accountability for service standards, retention, and operational performance
- Strong understanding of renewal processes, marketing/remarketing strategies, and client lifecycle management
- Experience with agency management systems and leveraging technology to drive efficiency and reporting
- Proven ability to analyze metrics, manage workflows, and implement process improvements
- Excellent communication, coaching, and leadership skills, with the ability to influence both peers and senior leadership
