Commercial Lines Division Service Leader
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AI Summary
The Division Service Leader oversees service operations across multiple Commercial Lines units, focusing on strategic leadership, operational efficiency, and client experience. The role is responsible for talent development, financial performance, and the integration of acquired businesses within the Gulf States Division.
Position Summary
The Division Service Leader is responsible for leading, developing, and scaling service operations across multiple units within the Commercial Lines division. This role provides strategic and operational leadership to Unit Leaders and Service Leaders, ensuring consistent execution of service delivery models, operational excellence, colleague development, and client experience across the division.
This position partners closely with senior leadership to implement enterprise strategies, drive profitable growth, support acquisition integration, and ensure alignment with World’s operating model, workflows, and professional standards. The Division Service Leader is accountable for division-wide performance, talent strategy, and continuous improvement while fostering a collaborative, high-performance culture.
This position will support our Gulf States Division and may be based remotely. Regular travel within the division is required to support operations and business objectives.
Primary Responsibilities
Strategy, Business, & Financial Leadership
• Partners with executive, divisional, and unit leadership to execute enterprise and divisional strategies
• Leads division-wide implementation and monitoring of methods, processes, measurements, controls, and structure that drive profitable growth and operational efficiency
• Establishes and drives utilization of KPIs and performance dashboards to measure results and inform decision-making
• Provides regular updates on division performance, risks, opportunities, and key initiatives through established governance and meeting cadences
• Ensures strategic objectives are effectively cascaded to Unit Leaders and service teams
• Oversees workforce planning, including management of new and replacement hire requests across the division
• Accountable for division-level billing accuracy, revenue performance, and cash collections
• Ensures integrity and consistency of key data elements across systems and locations
• Supports acquisition onboarding and integration efforts, including service model alignment, colleague transition, and process adoption
Client Experience
• Owns the Commercial Lines client experience strategy and delivery model across the division
• Ensures consistent quality, timeliness, and service standards across all units and locations
• Partners with Unit Leaders, Producers, and Broking teams to align service delivery with client expectations and growth objectives
• Ensures service teams maintain disciplined adherence to established workflows, standard operating procedures, and professional excellence standards
• Establishes and oversees division-wide new business and renewal planning cadences
• Drives consistency in roles, responsibilities, and team structures across all Commercial Lines locations
• Acts as an escalation point for complex or at-risk client situations
• Ensures delivery of Client Service Plans and adherence to defined scopes of service
• Builds strong partnerships with Shared Services to promote a “one-team” culture
Colleague Development & Leadership
• Creates a high-performance, accountable culture focused on engagement, development, and results
• Establishes a consistent evaluation and talent review cadence
• Identifies and supports leadership development opportunities
• Partners with recruiting to attract and retain top Commercial Lines talent
• Ensures onboarding, training, and ongoing education are delivered consistently
• Champions diversity, inclusion, and mentorship initiatives
• Leads change management efforts related to growth, acquisitions, and process enhancements
• Serves as a subject matter expert in systems and workflow implementation
Placement & Carrier Strategy Support
• Maintains deep knowledge of Commercial Lines products, market trends, and carrier strategies
• Builds and sustains senior-level relationships with carrier partners and intermediaries
• Ensures placement processes meet quality, timeliness, and consistency standards
• Drives alignment between Service, Producers, and Broking teams
• Oversees adherence to underwriting guidelines and marketing protocols
• Supports complex placement strategies and escalations
• Communicates carrier insights to leadership and service teams
Executive Client & Operational Oversight
• Provides strategic oversight for complex or high-value Commercial Lines clients
• Partners with Producers on retention and growth strategies
• Ensures consistent documentation and workflow compliance
• Oversees effective utilization of service and shared services resources
• Uses data to identify trends and opportunities for improvement
Position Specific Skills/Qualifications
• 10+ years of Commercial Lines insurance experience
• Demonstrated experience leading teams across multiple locations
• Prior acquisition integration experience preferred
• Active Property & Casualty license required
• Strong strategic, analytical, and financial acumen
• Excellent communication and interpersonal skills
• Advanced Microsoft Office proficiency
• Strong problem-solving and decision-making skills
• Ability to thrive in a fast-paced, growth-oriented environment
#LI-HZ1
#LI-REMOTE
The Division Service Leader is responsible for leading, developing, and scaling service operations across multiple units within the Commercial Lines division. This role provides strategic and operational leadership to Unit Leaders and Service Leaders, ensuring consistent execution of service delivery models, operational excellence, colleague development, and client experience across the division.
This position partners closely with senior leadership to implement enterprise strategies, drive profitable growth, support acquisition integration, and ensure alignment with World’s operating model, workflows, and professional standards. The Division Service Leader is accountable for division-wide performance, talent strategy, and continuous improvement while fostering a collaborative, high-performance culture.
This position will support our Gulf States Division and may be based remotely. Regular travel within the division is required to support operations and business objectives.
Primary Responsibilities
Strategy, Business, & Financial Leadership
• Partners with executive, divisional, and unit leadership to execute enterprise and divisional strategies
• Leads division-wide implementation and monitoring of methods, processes, measurements, controls, and structure that drive profitable growth and operational efficiency
• Establishes and drives utilization of KPIs and performance dashboards to measure results and inform decision-making
• Provides regular updates on division performance, risks, opportunities, and key initiatives through established governance and meeting cadences
• Ensures strategic objectives are effectively cascaded to Unit Leaders and service teams
• Oversees workforce planning, including management of new and replacement hire requests across the division
• Accountable for division-level billing accuracy, revenue performance, and cash collections
• Ensures integrity and consistency of key data elements across systems and locations
• Supports acquisition onboarding and integration efforts, including service model alignment, colleague transition, and process adoption
Client Experience
• Owns the Commercial Lines client experience strategy and delivery model across the division
• Ensures consistent quality, timeliness, and service standards across all units and locations
• Partners with Unit Leaders, Producers, and Broking teams to align service delivery with client expectations and growth objectives
• Ensures service teams maintain disciplined adherence to established workflows, standard operating procedures, and professional excellence standards
• Establishes and oversees division-wide new business and renewal planning cadences
• Drives consistency in roles, responsibilities, and team structures across all Commercial Lines locations
• Acts as an escalation point for complex or at-risk client situations
• Ensures delivery of Client Service Plans and adherence to defined scopes of service
• Builds strong partnerships with Shared Services to promote a “one-team” culture
Colleague Development & Leadership
• Creates a high-performance, accountable culture focused on engagement, development, and results
• Establishes a consistent evaluation and talent review cadence
• Identifies and supports leadership development opportunities
• Partners with recruiting to attract and retain top Commercial Lines talent
• Ensures onboarding, training, and ongoing education are delivered consistently
• Champions diversity, inclusion, and mentorship initiatives
• Leads change management efforts related to growth, acquisitions, and process enhancements
• Serves as a subject matter expert in systems and workflow implementation
Placement & Carrier Strategy Support
• Maintains deep knowledge of Commercial Lines products, market trends, and carrier strategies
• Builds and sustains senior-level relationships with carrier partners and intermediaries
• Ensures placement processes meet quality, timeliness, and consistency standards
• Drives alignment between Service, Producers, and Broking teams
• Oversees adherence to underwriting guidelines and marketing protocols
• Supports complex placement strategies and escalations
• Communicates carrier insights to leadership and service teams
Executive Client & Operational Oversight
• Provides strategic oversight for complex or high-value Commercial Lines clients
• Partners with Producers on retention and growth strategies
• Ensures consistent documentation and workflow compliance
• Oversees effective utilization of service and shared services resources
• Uses data to identify trends and opportunities for improvement
Position Specific Skills/Qualifications
• 10+ years of Commercial Lines insurance experience
• Demonstrated experience leading teams across multiple locations
• Prior acquisition integration experience preferred
• Active Property & Casualty license required
• Strong strategic, analytical, and financial acumen
• Excellent communication and interpersonal skills
• Advanced Microsoft Office proficiency
• Strong problem-solving and decision-making skills
• Ability to thrive in a fast-paced, growth-oriented environment
#LI-HZ1
#LI-REMOTE
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