Department: Commercial Lines

Position Summary:
The Commercial Lines Manager is responsible for the daily operations and strategic oversight of the Commercial Lines Department at WS&P. This role serves as a key leader within the agency, working closely with servicing, sales, operations/accounting, and ownership to ensure operational excellence, team engagement, and continued growth of the department. This individual will drive performance, manage personnel, serve as the liaison between carriers and internal staff, and act as the face of leadership for the Commercial Lines team. Strong communication, decision-making, and coaching skills are essential, as well as a deep understanding of commercial insurance products and workflows.

Key Responsibilities:
Department Leadership & Strategy
• Set and execute department direction in alignment with agency goals.
• Monitor team workloads, activity/task lists, and expiration lists/reports to ensure consistent process, service, and retention.
• Collaborate with the sales and service team to develop strategies for new business growth and client retention.
• Create and maintain standardized department procedures, ensuring operational consistency and compliance.
• Plan and lead department meetings and training initiatives with current and future staff.
• Analyze departmental reports and change/monitor/implement solutions to improve performance, profitability, and client satisfaction.
• Partner with ownership and sales to forecast staffing needs and make hiring recommendations accordingly.

Team Management & Human Resources
• Oversee all HR responsibilities within the Commercial Lines department including hiring, onboarding, training, performance reviews, and disciplinary action/terminations (will handle alongside ownership).
• Administer and monitor department commissions and payroll, including annual merit changes.
• Conduct timely employee evaluations and provide ongoing coaching and feedback throughout the year for all commercial line’s teams including documentation.
• Maintain and monitor employee schedules, PTO requests, and workload distribution.
• Drive employee engagement, motivation, and accountability through regular team meetings and check-ins along with one-on-one development.
• Foster a positive team culture and maintain high morale through recognition, transparency, and support for the team.

Insured Relations
• Provide direct support and intervention for escalated client concerns, tough accounts, and complex claims.
• Serve as an internal resource for account managers and producers when assistance is needed on coverage questions, client disputes, or loss situations.
• Work with producers and account managers to support the onboarding and service of key accounts and large clients to ensure that account is with the right team for new and renewal business.

Carrier/Broker Relations & Marketing
• Act as the main point of contact for commercial carrier representatives and underwriters with WS&P Carriers and Brokers.
• Maintain strong relationships with carrier partners to ensure competitiveness and issue resolution when issues arise.
• Oversee all new and renewal marketing efforts, ensuring timely submissions and strategic quoting through expiration reports and EPIC reports (daily, weekly, monthly, annually).
• Coordinate with producers on the best marketing strategies for new opportunities and renewals including potential new plants with carriers we are not appointed with.

Performance Monitoring & Quality Control
• Ensure adherence to agency service standards, procedures, and compliance requirements.
• Monitor retention, new business, and profitability metrics and report to leadership with recommendations for improvement.
• Regularly audit files and workflows to ensure accuracy and excellence.
• Utilize agency management system reports and dashboards to track productivity, service timelines, and renewal efficiency.

Work Environment:
This position is based in-office, with potential hybrid flexibility. Standard work hours fall within the agency’s operating hours (6:00am – 7:00pm). Occasional extended hours may be required during seasonal peak periods or special projects along with Travel to potential events/meetings throughout the year.