Personal Lines Service Team Manager

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

At SIA Group, our culture is something we pride ourselves on and is the foundational element to our success. With employees at the heart of our enterprise, we invest in our team to make a difference and improve the lives of those we serve. We empower employees through an environment that encourages innovation, growth, and provides resources for success.

Proud of Our Unique Culture

Our team enjoys an environment where they are challenged, inspired, and supported by one another on a daily basis. We are proud of our unique culture that creates an atmosphere to have fun while working hard!

Success

Whether it is signing a new client, an employee receiving a promotion, or a team member passing the Insurance License test, we celebrate and share in our colleagues' successes!

Community Service

To improve the lives of those we serve, giving back to our community is essential. At SIA Group, our team participates in a variety of charities, community, and volunteer events to give back throughout North Carolina.

Office Fun

Our employees enjoy luncheons and team activities to build relationships while having fun together!

Professional Development

We want our employees to grow with us! SIA Group prides itself on empowering employees' to reach their fullest potential. We offer mentoring, educational plans, and training resources to ensure our team is positioned for success.

Teamwork

A supportive, happy, and cohesive team is crucial to maintaining our work culture. Our departments often work together to produce successful client products.

What Our Employees Are Saying

"My supervisor has a clear trajectory for my role in the company, and as I am challenged with new responsibilities, the support I receive from management gives me the confidence I need in order to achieve these milestones in my career."

"I have found that if you have a good attitude and excellent work ethic, management will do everything in their power to help you grow within the company."

"Family-like environment with a strong understanding of a work/life balance."

"They give you all the tools/resources you need to take yourself to the next level."

Current Job Openings

Position:Personal Lines Service Team Manager

Location: Wilmington, NC

Job Id:335

# of Openings:1

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.