Personal Lines Team Lead

Personal Lines Team Lead - Senior

Key Responsibilities

• Provide strong leadership, direction, and mentorship to a Personal Lines team, fostering a culture of accountability, collaboration, engagement, and high performance.
• Demonstrate proven success managing and developing large teams of 20+ employees across remote, hybrid, and in-office environments while maintaining service excellence and operational efficiency.
• Lead, coach, and support Team Leads and frontline staff, driving employee engagement, professional development, and consistent achievement of departmental goals.
• Keep team members informed of company initiatives, operational updates, policy changes, and performance expectations through clear and consistent communication.
• Conduct formal performance reviews, ongoing coaching sessions, and development planning to maximize individual and team performance.
• Complete quality assurance reviews and provide constructive feedback to ensure exceptional customer service and adherence to company standards.
• Hold regular one-on-one meetings with team members to review performance, identify opportunities, and provide guidance and support.
• Lead departmental meetings focused on workflow management, service initiatives, operational improvements, and organizational priorities.
• Build and maintain strong working relationships with branch leadership, internal departments, and key stakeholders to ensure effective collaboration.
• Partner with senior management on operational, technical, staffing, and administrative initiatives that support business growth and continuous improvement.
• Ensure compliance with insurance carrier guidelines, regulatory requirements, and internal company policies and procedures.
• Support recruitment, onboarding, training, mentoring, succession planning, and performance management for new and existing employees.

Qualifications & Experience

• RIBO license required; CIP or CAIB designation is considered a strong asset.
• Minimum 10 years of Personal Lines insurance experience & proven leadership
• Proven experience successfully leading, coaching, and developing large teams of 20+ employees, with demonstrated success driving employee engagement, productivity, service excellence, and operational results.
• Strong leadership, people management, and conflict-resolution skills with the ability to motivate, mentor, and develop high-performing teams.
• Comprehensive understanding of Personal Lines insurance products, underwriting guidelines, carrier expectations, and industry best practices.
• Exceptional customer service, communication, interpersonal, and relationship-building skills.
• Highly organized with excellent time management skills and the ability to prioritize effectively in a fast-paced environment.
• Proficient in Microsoft Office applications.
• Experience with Power Broker, Acturis, and Applied Rating (Compu-Quote) is considered an asset.
• A collaborative leadership style with the ability to work effectively across multiple teams and departments while fostering a positive workplace culture.