Service Manager, Personal Lines

About Texan Insurance

Texan Insurance is dedicated to protecting what matters most to our clients by providing tailored insurance solutions and exceptional service. With decades of industry experience, we specialize in offering personalized coverage for home, auto, life, and commercial needs. Our team takes pride in building lasting relationships through trust, integrity, and a commitment to excellence. At Texan Insurance, we believe in empowering our employees and delivering unmatched value to our customers, ensuring peace of mind every step of the way. As a company rooted in community and innovation, we are not just an insurance provider—we are a partner you can depend on.

Application Requirement

To be considered for this role, please take a moment to complete the Culture Index Assessment by clicking the link below or copying it into your browser. This brief assessment takes no more than 5 minutes to complete and is a critical part of our hiring process.

Link: https://go.cultureindex.com/p/yCuklzDsXj4M1

The Culture Index helps us better understand your work style, strengths, and preferences, ensuring a strong alignment between your skills and the position's requirements. It also allows us to create a more inclusive and effective workplace by matching candidates to roles where they can thrive.

Please note: Applications without a complete Culture Index Assessment will not be reviewed or moved forward in the hiring process. We appreciate your attention to this important step and look forward to learning more about you!

About the Role

The Manager of Service ensures the efficient and effective delivery of client service operations within the Service Team. This position is responsible for leading and developing a team of service professionals, streamlining workflows, and maintaining the highest standards of client satisfaction. The Manager of Service will collaborate closely with cross-functional teams, including sales and quality assurance to ensure seamless service delivery and alignment with organizational objectives. Key responsibilities include monitoring compliance with industry regulations, resolving client issues, and identifying opportunities to enhance operational processes. Requires strong leadership, a deep understanding of insurance operations, and a commitment to fostering a culture of excellence and client-centric service. 

Essential Duties and Responsibilities

Team Leadership and Development 

• Lead, mentor, and develop a team of service professionals, fostering a culture of collaboration, accountability, and continuous improvement. 

• Set clear performance expectations, provide regular feedback, and conduct performance evaluations to ensure team success. 

Client Service Excellence 

• Oversee the delivery of exceptional service to clients, ensuring timely and accurate responses to inquiries, policy changes, and claims support. 

• Act as a point of escalation for complex client issues, ensuring swift and effective resolution. 

Operational Efficiency 

• Streamline and optimize service workflows to improve efficiency, accuracy, and overall productivity. 

• Implement best practices and standard operating procedures to enhance service delivery. 

Compliance and Risk Management 

• Ensure all service activities comply with industry regulations, company policies, and legal requirements. 

• Identify and mitigate risks related to service operations, maintaining the brokerage’s reputation for integrity and professionalism. 

Process Improvement 

• Identify opportunities to enhance service processes, leveraging technology and automation where applicable. 

• Monitor key performance metrics and implement strategies to improve service quality and client satisfaction. 

Client Relationship Management 

• Build and maintain strong relationships with key clients, ensuring their needs are met and their expectations are exceeded. 

• Proactively identify opportunities to add value to client relationships through tailored service solutions. 

Reporting and Analysis 

• Prepare and present regular reports on service performance, including metrics such as response times, client satisfaction, and issue resolution rates.

Skills and Attributes

• Leadership and Team Management: ensure the service team operates cohesively and delivers consistent results. 
• Client-Centric Mindset: builds trust and loyalty, which are critical for client retention and business growth. 
• Operational Excellence: drives efficiency and reduces errors, enhancing the overall quality of service. 
• Problem-Solving and Decision-Making: addresses challenges effectively and maintains client satisfaction. 
• Communication and Interpersonal Skills: foster strong relationships with clients and team members. 
• Technical and Industry Knowledge: ensures compliance and the ability to provide accurate, informed service. 
• Adaptability and Resilience: thrive in a dynamic and often unpredictable industry. 
• Strategic Thinking and Initiative: contribute to the long-term success and growth of the team. 

Education

• A Bachelor’s degree in Business Administration, Insurance, Risk Management, Finance, or a related field is Preferred, however, experience can substitute for education. 

Experience

• 5–7 years of experience in the insurance industry 

• A strong background in service, account management, or operations.  
  2–3 years in a supervisory or managerial role successfully leading teams, improving processes, and delivering exceptional client service.  

• Experience working with insurance management systems (e.g., Hawksoft, Insuredmine).  

• A deep understanding of personal lines insurance products is essential.  

• Prior experience in resolving client issues, ensuring compliance with industry regulations, and collaborating with cross-functional teams (e.g., sales, quality assurance) is preferred.  

Certificates, License, and or Specialized Requirements

• Property and Casualty (P&C) License is REQUIRED 
• Any Industry-Specific Certifications, such as Certified Insurance Counselor (CIC) is PREFERRED. 

What We Offer

At Texan Insurance, we believe in taking care of our team as much as we take care of our clients. When you join us, you’ll enjoy:

• Competitive Compensation: A salary and benefits package that recognizes your skills and contributions.
• Comprehensive Benefits: Health, dental, and vision insurance, as well as additional coverage options to support your well-being.
• Retirement Planning: A 401(k) plan with company contributions up to 4% to help you build a secure future.
• Paid Time Off: Generous PTO and 9 paid holidays so you can recharge and enjoy life outside of work.
• Professional Development: In-house Corporate Trainer to help you grow professionally and create customized training specifically for you, along with opportunities to grow within the company.
• Positive Work Environment: A supportive and collaborative team culture where your ideas and efforts are valued.
• Community Impact: Opportunities to participate in initiatives that give back to our local community by providing 16 hours of additional PTO to volunteer at an organization of your choosing, plus company-sponsored events.

At Texan Insurance, we’re committed to helping you thrive—both professionally and personally. Join us, and let’s grow together!