Personal Lines Department Manager

Martin & Zerfoss Inc; Nashville (TN); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Martin & Zerfoss, Inc., Nashville, TN, seeks a Personal Lines Department Manager to lead the Personal Lines team, manage high-value accounts, and align department goals with agency strategy. This hybrid role requires in-office presence 3–5 days per week and a focus on service excellence and growth.

You will supervise Account Managers and the New Business Marketing Manager, drive process improvements, manage carrier relationships, and ensure compliance.

Qualifications

• Minimum 5+ years of personal lines insurance experience.
• At least 2 years in supervisory/management role.
• Active Property & Casualty license; professional designations preferred.
• Demonstrated ability to lead teams and drive performance.
• Strong analytical and communication skills.
• Ability to work in office 3–5 days per week.

Responsibilities

• Develop and execute the Personal Lines strategic vision.
• Set performance expectations, KPIs, and service standards.
• Lead staffing, budgeting, resource allocation, and workload management.
• Drive process improvements for productivity and accuracy.
• Oversee high-value personal lines accounts as needed.
• Supervise Account Managers and New Business Marketing Manager.
• Provide performance feedback and development planning.
• Lead hiring, onboarding, and retention strategies.
• Foster a positive, collaborative team culture.
• Ensure workflows, procedures, and compliance.
• Maintain carrier relationships and negotiate agency needs.
• Report performance to agency leadership.
• Collaborate with Sales, Commercial Lines, and Operations.
• Stay aligned with policies and E&O best practices.

Skills

Personal lines experience

Team leadership

License: P&C

Communication skills

Process improvement

Job description

Description

Position Title: Personal Lines Department Manager

Department: Personal Lines

Reports To: Director of P&C Operations

Work Location: Hybrid — Minimum 3 days per week required in office (A relocation stipend is available.)

Our Agency

Martin & Zerfoss, Inc. is an independent insurance firm in Nashville, TN. We specialize in all areas of Personal, Commercial, Bonds, Affluent Lines, Professional Liability Insurance, and Benefits & HR Consulting. From our small beginnings in 1978 to the great staff of professionals with us today, we have always believed in the value of relationship. We are excited to have another talented individual join our team.

Position Summary

The Personal Lines Department Manager is responsible for the strategic leadership, operational performance, and overall success of the Personal Lines Department. This includes staff leadership, process optimization, carrier relationship management, and alignment of departmental goals with agency objectives. The Manager plays a critical role in driving growth, service quality, accountability, and efficiency. In addition to management responsibilities, this role handles a select group of high-value or complex accounts.

Key Responsibilities

• Strategic Leadership & Department Direction
• Develop and execute the strategic vision for the Personal Lines Department.
• Establish performance expectations, KPIs, and service standards.
• Lead departmental planning, including staffing, budgeting, resource allocation, and workload management.
• Champion continuous improvement initiatives to enhance productivity, accuracy, and client experience.
• Oversee the Personal Lines - Taskforce partnership to ensure maximized utilization, efficiency and quality.

Staff Management & Development

• Directly supervise Account Managers and New Business Marketing Manager
• Provide timely feedback to all Personal Lines staff as needed and be responsible for performance management within the department.
• Conduct performance evaluations, coaching sessions, and professional development planning.
• Lead hiring, onboarding, and retention strategies for the department.
• Promote a positive, accountable, and collaborative team culture.

Operational Oversight

• Oversee department workflows, procedures, and compliance to ensure consistent execution.
• Implement new technologies, automation, or processes to improve efficiency.
• Manage escalated client issues and complex coverage matters.
• Maintain strong relationships with insurance carrier partners and negotiate for agency needs.

Reporting & Collaboration

• Provide regular reporting to agency leadership on performance, risk areas, and opportunities.
• Work collaboratively with Sales, Commercial Lines, and Operations to support agency goals.
• Ensure alignment with agency policies, state regulations, and E&O best practices.

Client & Account Management

• Manage a select number of agency accounts, typically higher-value or specialty personal lines clients.
• Support service team on complex risks or client situations as needed

Qualifications

• 5+ years of personal lines insurance experience
• Minimum 2 years experience in a supervisory/management role.
• Active Property & Casualty license required; professional designations preferred.
• Demonstrated ability to lead teams, drive process improvement, and manage operational performance.
• Strong analytical, communication, and decision-making skills.
• Ability to work in office 3-5 days per week.