As the Commercial Lines Service Manager, you lead and develop the service team responsiblefor 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 amentor, problem-solver, and operational leader to ensure the team consistentlydelivers timely, accurate, and professional service.

Responsibilities

Team Leadership & Development

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

Client Service Excellence

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

Operational Management

- Maintain and enforce proceduresand workflows for accurate data entry, documentation, and compliance withindustry regulations.
- Monitor key performance indicators(KPIs) such as retention, service turnaround times, and client satisfactionusing the Commercial Service Manager Scorecard.




- Optimize workflows and leveragetechnology to improve team efficiency.
- Partner with leadership toimplement commercial initiatives and service improvements.

Carrier & Market Coordination

- Develop robust relationships withunderwriting partners and carrier representatives.
- Oversee new business marketingstrategies and negotiations to secure competitive terms.
- Ensure the team understandscarrier appetite, products, and underwriting guidelines.

Risk Management & Compliance

- Ensure adherence to E&Opractices;, documentation standards, and Schill guidelines, including the use of Epic activities and attachments.
- Identify service gaps or exposureconcerns and work with commercial team to address them proactively.
- Strengthen consistency in allcompliance-related workflows.

Success Factors

How You Show Up

- Calm, steady presence thatsupports a learning-oriented team.
- Focus on clarity, accuracy, andthoughtful decision making.
- Comfort with complexity and apractical approach to problem solving.
- Collaborative mindset withcarriers and team members.
- Strong sense of accountability tothe 5-star client experience.
- Appreciation for process,structure, and continuous improvement.

What You Know

- Level 2 license or above.
- 5+ years in commercial insurancewith leadership or senior account management experience.
- Strong understanding of commercialP&C; coverage across GL, Property, Cyber, D&O;, and supporting lines.
- Strong capability with Epic andcarrier portals.
- Confident communication, criticalthinking, and organizational skills.
- Ability to support and lead a teamin a fast-paced, deadline-driven environment.

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📌 Commercial Lines Service Manager (Surrey)
🏢 Kaizen Lab
📍 Surrey