Service Excellence Lead, Community Business Unit

WalkerHughes; Carmel (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

WalkerHughes in Carmel, IN seeks a Director of Service for its Community Business Unit (Select Personal Lines and Small Commercial). The role leads Personal Lines and Commercial Lines service managers, overseeing teams of Account Managers and Customer Service Agents to ensure exceptional client experiences and scalable service processes.

The position emphasizes building standardized workflows, tracking KPIs, and collaborating with Sales, Carrier Relations, and Operations to drive retention and

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, including experience developing and leading managers.
• Active Property & Casualty License required.
• Demonstrated success leading client service operations, improving retention, and developing high-performing teams.
• Strong leadership, communication, and operational management skills.

Responsibilities

• Lead and develop the CBU's service leaders and teams - including the Personal Lines Service Managers, Commercial Lines Service Managers, Small Business Risk Placement Unit, and Personal Lines and Small Commercial Claims team - fostering a culture of accountability, collaboration, and exceptional client service.
• Establish service standards that drive client retention, responsiveness, and overall client satisfaction.
• Coach leaders and team members through regular performance conversations, development planning, and annual reviews.
• Provide leadership and mentorship to the Personal Lines Service Managers and Commercial Lines Service Managers, equipping them to effectively lead their teams of 12-15 Account Managers and Customer Service Agents.
• Build a high-performing service organization capable of supporting continued agency growth.
• Develop and standardize service workflows, procedures, and best practices across the business unit.
• Monitor service KPIs, workload distribution, and team capacity to improve efficiency and consistency.
• Identify opportunities to leverage technology, automation, and process improvements that enhance both the client and employee experience.
• Ensure compliance with agency standards, carrier requirements, and regulatory guidelines.
• Partner with the Director of Sales, BU to deliver a seamless transition from new business to ongoing service.
• Collaborate with Carrier Relations, Operations, and Finance to improve placement strategies, operational efficiency, and business performance.
• Support strategic initiatives that improve retention, cross-selling opportunities, and client engagement.
• Partner with Agency Integration to successfully onboard service teams from newly acquired agencies.
• Recruit, develop, and retain high-performing service professionals.
• Establish departmental KPIs, scorecards, and performance expectations.
• Assess organizational structure and staffing needs to support future growth.
• Promote continuous learning through coaching, mentoring, and professional development.

Skills

Leadership

Client service operations

Communication

Operational management

Education

Bachelor's degree or equivalent experience

8+ years P/L and/or Small Commercial insurance experience

5+ years leadership experience

Job description

WalkerHughes in Carmel, IN seeks a Director of Service for its Community Business Unit (Select Personal Lines and Small Commercial). The role leads Personal Lines and Commercial Lines service managers, overseeing teams of Account Managers and Customer Service Agents to ensure exceptional client experiences and scalable service processes.

The position emphasizes building standardized workflows, tracking KPIs, and collaborating with Sales, Carrier Relations, and Operations to drive retention and