Commercial Lines Service Team Sr. Manager

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A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting‑edge technology and top‑tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries.

The Commercial Lines Service Team Leader plays a critical role in ensuring the success of the customer service operations for commercial lines within the Midwest and East Divisions. They are responsible for leading a team of account managers and support staff, ensuring exceptional customer service, and continuously improving processes to enhance the overall customer experience.

• Lead all commercial lines operations aligned to the division to ensure the best client experience possible.
• Recruit and lead the Commercial Lines Service Team supporting transferred accounts. This involves providing guidance, support, and feedback to the account managers, conducting regular performance evaluations, and addressing any performance issues.
• Oversee the day-to-day functions of the commercial lines support staff.
• Responsible for ensuring that clients receive an exceptional customer service experience. This includes monitoring client interactions, addressing escalated issues, and implementing strategies to improve customer satisfaction.
• Collaborate closely with the Divisional Commercial Lines Placement Leader to achieve department goals.
• Responsible for developing a training program for new CL Account Managers and support staff and implementing a training plan.
• Collaborate with Digital and Divisional leadership to execute operational initiatives that support our key performance metrics (i.e., organic growth, cross-sales, digital self-service, placement and retention goals).
• Develop, implement, and maintain standard operating practices to include the utilization of technology and AI agent enablement tools.
• Lead monthly meetings with the Commercial P&C Service leads to review workflows, procedures, staffing and performance needs and report back to the Commercial Lines Practice leader.
• Collaborate with HR concerning personnel management and employee relations.

• Strong organizational and time management skills, along with a demonstrated attention to detail.
• Superior skills in leadership, employee development, and employee engagement.
• Professional verbal and written communication skills.
• Strong ability to analyze, interpret, and communicate financial data and reporting.
• Ability to establish credibility and develop strong relationships with internal stakeholders through ethics, integrity, professionalism, and mutual respect.
• Ability to make appropriate and timely critical business decisions.
• Effective change management, time management, and follow-up skills.
• Proven record of accomplishment in leading a team in a fast‑paced work environment.
• Proficient computer skills with agency management software systems.
• Travel up to 25%.

• Bachelor’s degree or higher preferred, or equitable experience.
• Knowledge of principles of the insurance industries with a minimum 10 years of technical commercial lines insurance experience.
• Property & Casualty license required.
• Minimum 5 years successfully leading a team.
• Proficient computer skills with EPIC agency management software and digital tools.

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through…