Lead Personal Lines Service Team - In-Office

SIA Group, Inc.; Wilmington (NC); On-site; USD 75,000 - 95,000; Full time

Job summary

SIA Group, Inc. is seeking a seasoned Personal Lines Service Team Manager to lead the day-to-day operations of a 15-person service team in Raleigh, Jacksonville, or Wilmington.

This hands-on leadership role focuses on developing a strong team while ensuring accurate client service, renewals, and workflow efficiency. You will collaborate with producers, accounting, operations, carriers, and agency leadership to deliver exceptional client experiences and robust coverage solutions.

Qualifications

• Active Property & Casualty 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.

Responsibilities

• 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 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 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, expirations, renewals, 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.

Skills

P&C license

Account management

Renewals

Remarketing

Leadership

Communication

Applied Epic

Tools

Applied Epic

Job description

SIA Group, Inc. is seeking a seasoned Personal Lines Service Team Manager to lead the day-to-day operations of a 15-person service team in Raleigh, Jacksonville, or Wilmington.

This hands-on leadership role focuses on developing a strong team while ensuring accurate client service, renewals, and workflow efficiency. You will collaborate with producers, accounting, operations, carriers, and agency leadership to deliver exceptional client experiences and robust coverage solutions.