As the Commercial Lines Service Manager , you lead and develop the service team responsible for delivering exceptional client experience across all commercial accounts. You oversee service operations, ensure compliance, drive process improvements, and support the Commercial team with retention and growth efforts. You act as a mentor, problem-solver, and operational leader to ensure the team consistently delivers timely, accurate, and professional service.

Responsibilities

Team Leadership & Development

- Lead, coach, and mentor a team of Commercial Lines Account Managers, Account Assistants, and additional support staff.
- Provide clarity on expectations, workload priorities, and service standards.
- Conduct regular performance reviews, create development plans, and coordinate ongoing training.
- Foster a collaborative, energized, and client-focused team culture.

Client Service Excellence
- Ensure high-quality servicing of commercial clients, including IBU, mid-market, and large accounts.
- Oversee renewal workflows, marketing processes, policy changes, certificates, binders, and documentation.
- Resolve escalated client issues with urgency and a solutions-oriented approach.
- Support commercial team with account strategy, retention efforts, and cross-sell opportunities.

Operational Management
- Maintain and enforce procedures and workflows for accurate data entry, documentation, and compliance with industry regulations.
- Monitor key performance indicators (KPIs) such as retention, service turnaround times, and client satisfaction using the Commercial Service Manager Scorecard.




- Optimize workflows and leverage technology to improve team efficiency.
- Partner with leadership to implement commercial initiatives and service improvements.

Carrier & Market Coordination
- Develop strong relationships with underwriting partners and carrier representatives.
- Oversee new business marketing strategies and negotiations to secure competitive terms.
- Ensure the team understands carrier appetite, products, and underwriting guidelines.

Risk Management & Compliance
- Ensure adherence to E&O; practices, documentation standards, and Schill guidelines, including the use of Epic activities and attachments.
- Identify service gaps or exposure concerns and work with commercial team to address them proactively.
- Strengthen consistency in all compliance-related workflows.

Success Factors

How You Show Up

- Calm, steady presence that supports a learning-oriented team.
- Focus on clarity, accuracy, and thoughtful decision making.
- Comfort with complexity and a practical approach to problem solving.
- Collaborative mindset with carriers and team members.
- Robust sense of accountability to the 5-star client experience.
- Appreciation for process, structure, and continuous improvement.

What You Know
- Level 2 license or above.
- 5+ years in commercial insurance with leadership or senior account management experience.
- Strong understanding of commercial P&C; coverage across GL, Property, Cyber, D&O;, and supporting lines.
- Strong capability with Epic and carrier portals.
- Confident communication, critical thinking, and organizational skills.
- Ability to support and lead a team in a fast-paced, deadline-driven environment.

📌 Commercial Lines Service Manager (Surrey)
🏢 Schill Insurance Brokers
📍 Surrey