P&C Customer Service Manager

 

Job Summary

An established property and casualty insurance organization is seeking a Customer Service Manager to provide strategic and operational leadership. This role focuses heavily on Personal Lines and is responsible for driving service excellence, operational consistency, and team performance across multiple office locations. This position will collaborate closely with senior leadership and cross-functional teams to develop and implement service strategies that support overall business objectives, enhance the client experience, and drive profitable growth.

 

Responsibilities

• Provide leadership, direction, and oversight to Customer Service teams and Office Managers across multiple locations
• Manage daily service operations to ensure consistent, high-quality client service delivery
• Develop and implement service strategies and workflows aligned with best practices
• Partner with leadership and cross-functional teams to create and execute business plans and service initiatives
• Establish, monitor, and maintain performance standards related to production, retention, and service quality
• Analyze performance metrics and identify trends to support decision-making and continuous improvement
• Develop and execute action plans to enhance growth, profitability, and client satisfaction
• Lead regular team meetings to reinforce service standards, communicate expectations, and encourage feedback
• Train and mentor team members on renewal reviews and identifying cross-selling opportunities
• Act as a key point of contact for internal and external stakeholders to improve the overall customer experience

 

Qualifications/Requirements

• Holds an active P&C (Property and Casualty) insurance license
• Experience in customer service leadership within the insurance industry
• Strong background in Personal Lines preferred
• Demonstrated ability to lead teams and manage multiple service operations
• Excellent communication, organizational, and interpersonal skills
• Ability to analyze data and implement process improvements
• Goal-oriented with the ability to operate effectively in a fast-paced environment

 

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.

 

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