Head of Personal Lines Service & Select Business

WalkerHughes Insurance; Carmel (IN); On-site; USD 120,000 - 180,000; Full time

Job summary

WalkerHughes Insurance is seeking a Director of Service for Personal Lines and Selective Business. You will lead Account Managers, Customer Service Agents, and Support Specialists to deliver exceptional client experiences and scalable service processes.

The role partners with Sales, Carrier Relations, Operations, and Agency Integration to ensure seamless transitions from new business to ongoing service while upholding regulatory and carrier standards.

Qualifications

• Bachelor's degree preferred or equivalent industry experience.
• 8+ years of Personal Lines and/or Small Commercial insurance experience.
• 5+ years of leadership experience managing service teams.
• Active Property & Casualty License required.

Responsibilities

• Lead and develop the Personal Lines and Selective Business service teams.
• Establish service standards that drive client retention and satisfaction.
• Coach leaders and team members through performance conversations and reviews.
• Build a high-performing service organization to support agency growth.
• Develop and standardize service workflows, procedures, and best practices.
• Monitor KPIs, workload distribution, and team capacity for efficiency.
• Identify opportunities to leverage technology and process improvements.
• Ensure compliance with agency standards, carrier requirements, and regulatory guidelines.
• Partner with Sales, Carrier Relations, Operations, and Finance to improve placement strategies and performance.
• Recruit, develop, and retain high-performing service professionals.
• Travel approximately 15-25% to WalkerHughes office locations.

Skills

Leadership

Client service

Communication

Operations management

Education

Bachelor's degree or equivalent

8+ years insurance experience

5+ years leadership experience

Job description

WalkerHughes Insurance is seeking a Director of Service for Personal Lines and Selective Business. You will lead Account Managers, Customer Service Agents, and Support Specialists to deliver exceptional client experiences and scalable service processes.

The role partners with Sales, Carrier Relations, Operations, and Agency Integration to ensure seamless transitions from new business to ongoing service while upholding regulatory and carrier standards.