Personal Lines Service Team Manager

Personal Lines Service Team Manager Locations: Raleigh, Jacksonville, or Wilmington, NC Schedule: Full-time | In-office, 5 days per week Travel: Occasional travel to other SIA Group offices Lead the Team Behind an Exceptional Client Experience SIA Group is looking for an experienced Personal Lines Service Team Manager to lead the day-to-day operations of our Personal Lines service team.

This is a hands-on leadership role for someone who understands both sides of great service: supporting and developing a strong team while making sure clients, accounts, and workflows are being handled accurately and efficiently. You’ll oversee a service team of approximately 15 employees, help the team navigate complex client and coverage needs, strengthen processes in Applied Epic, and work closely with producers, Accounting, Operations, carriers, and agency leadership.

What You’ll Do Lead & Develop the Team Provide day-to-day leadership, coaching, and support to the Personal Lines service team. Set clear expectations for client service, productivity, responsiveness, documentation, and accountability. Conduct regular team and individual check-ins to balance workloads, remove obstacles, and identify training and development needs.

Support recruiting, onboarding, training, performance management, and employee development. Coordinate schedules, PTO/Flex time, workload distribution, account assignments, and daily coverage. Keep the team informed of carrier appetite, market conditions, procedures, and system updates. Support Clients & the Team Serve as a resource for complex coverage questions, urgent service needs, and escalated client concerns.

Guide the team on appropriate carriers and markets based on client needs. Support renewals, remarketing, new business activity, and account-rounding opportunities. Partner with producers and agency leadership on significant coverage, E&O, carrier, or client-retention concerns. Strengthen Operations & Workflows Oversee service workflows in Applied Epic, including expirations, activities, renewals, open items, and documentation.

Monitor retention, workloads, and service activity to identify backlogs or areas for improvement. Develop and maintain consistent service procedures and workflows. Use operational data to identify training, staffing, workflow, and technology needs. Partner with Accounting to resolve invoicing exceptions, receipts, and receivables issues.

What We’re Looking For Active Property & Casualty insurance license required 5+ years of experience in a P&C independent insurance agency, including account management, renewals, remarketing, coverage review, and client service 2+ years of experience leading, supervising, training, or mentoring employees; preferably in the insurance industry Personal Lines experience preferred Applied Epic experience strongly preferred Strong knowledge of Personal Lines coverages, carrier underwriting requirements, eligibility, appetite, and documentation Ability to identify coverage gaps, underwriting concerns, remarketing needs, and account-rounding opportunities Strong communication and client-facing skills, including the ability to handle escalated concerns Organized, detail-oriented, and comfortable balancing multiple priorities Collaborative approach to working across service, sales, accounting, and operations What Success Looks Like You’ll make an impact by helping the team deliver consistent, responsive service while keeping renewals, client follow-up, Epic documentation, and workflows on track.

Success will also show through strong client retention, fewer overdue activities and backlogs, effective employee development, and opportunities to strengthen client accounts and coverage. A Few Things to Know This is an in-office position, five days per week, based in Raleigh, Jacksonville, or Wilmington. Some monthly and/or quarterly travel to other offices may be required depending on location.

Ready to lead a team, solve problems, and help shape an even stronger Personal Lines service operation? We’d love to hear from you.