National Service Director – Commercial Lines

As the Commercial Insurance Operations Leader, you will be responsible for driving accountability, operational excellence, and performance across our Commercial Lines organization. This includes oversight of Commercial Account Management and the Small Business Unit, as well as Service and Retention teams. 

 
Your mission will be to bring structure, consistency, and clarity to commercial operations—establishing performance standards, refining processes, and enabling sustainable growth. You’ll partner closely with the Vice President of Commercial and senior leadership to strengthen efficiency, reporting, and service delivery while maintaining high standards of responsiveness and client care. 

This role provides national oversight and direction for Commercial Lines service teams across all regional hub groups, including FL/GA and MI/TX. The National Service Director will be tasked with creating and maintaining book metrics, evaluating the alignment of Account Manager and Account Executive skill sets with the appropriate book size and workload, and implementing workflows that improve consistency, accountability, service quality, and retention.

The role supports approximately 20 Commercial Account Managers and 20 Account Executives, helping ensure teams are aligned around service expectations, renewal execution, client retention, cross-selling opportunities, workflow standards, and escalation resolution.

What You'll Do 

• Provide national oversight, guidance, and leadership to approximately 20 Commercial Account Managers and 20 Account Executives.
• Develop, monitor, and report on book metrics, including workload distribution, book size, renewal activity, retention performance, service capacity, and client touchpoint execution.
• Evaluate Account Manager and Account Executive skill sets, experience levels, book complexity, and workload requirements to help ensure proper alignment of talent with the right accounts and responsibilities.
• Create, implement, and refine workflows that improve renewal execution, service consistency, accountability, client care, and retention across all Commercial Lines regions.
• Help ensure service teams meet retention goals, renewal expectations, client service standards, documentation requirements, and internal workflow expectations.
• Monitor upcoming renewals to ensure clients are contacted proactively, renewal timelines are followed, coverage conversations occur in advance of expiration dates, and retention risks are identified early.
• Reinforce expectations around renewal calls, client touchpoints, documentation, cross-selling opportunities, workload ownership, and follow-through.
• Identify and support cross-sell opportunities during the renewal process, including additional lines of coverage, coverage gaps, and account rounding opportunities.
• Train new hires on Commercial Account Manager workflows, including Applied Epic procedures, renewal workflows, client communication standards, documentation requirements, service timelines, and internal handoffs.
• Provide refresher training and ongoing coaching to existing team members on service processes, CAM workflows, renewal execution, documentation, escalation handling, retention best practices, and client care expectations.
• Serve as a national point of contact for workflow questions, service issues, account handling guidance, billing questions, carrier follow-up, process clarification, and escalation support.
• Partner with Commercial Lines leadership to identify training gaps, service inconsistencies, workload imbalances, process improvement opportunities, and recurring regional issues.
• Support quality control by helping ensure files are properly documented, activities are completed, renewal workflows are followed, book metrics are reviewed, and client interactions are recorded appropriately.
• Build a culture of accountability, teamwork, responsiveness, professionalism, continuous improvement, and retention-focused service across the national Commercial Lines team.

What You Bring 

• Active Property & Casualty Insurance License required. 

• 7+ years of Commercial Lines insurance experience, preferably in account management, client service, operations, or service leadership. 

• Strong understanding of Commercial Lines workflows, renewal processes, client service standards, carrier communication, certificates, endorsements, policy checking, billing, and documentation expectations. 

• Experience supporting or leading Commercial CSRs, Account Managers, Account Executives, or service team members. 

• Ability to evaluate book size, workload distribution, service capacity, and team member skill sets to support proper account alignment.

• Experience handling client escalations, complex service issues, renewal concerns, billing questions, and coverage-related client conversations. 

• Strong knowledge of Commercial Account Manager and Account Executive workflows, with the ability to train team members on processes, systems, service expectations, and retention-focused execution.

• Experience with Applied Epic is strongly preferred. 

• Strong communication skills with the ability to coach team members, communicate with clients, collaborate with leadership, and provide clear direction. 

• Ability to hold team members accountable while maintaining a supportive, positive, and solutions-focused leadership style. 

• Strong organizational skills with the ability to manage multiple priorities, monitor renewal activity, evaluate book metrics, follow up on escalations, and keep service items moving forward.

• Strong attention to detail, especially related to documentation, renewal timelines, client communication, and service execution. 

• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint. 

• Willingness to travel occasionally between assigned regional hubs for meetings, training, team support, and business needs. 

What Success Looks Like 

Success in this role means the national Commercial Lines service team operates with clear expectations, balanced workloads, measurable book metrics, and consistent workflows that support client retention. New hires are onboarded effectively, existing team members receive useful coaching and refresher training, client escalations are handled professionally, and renewal activity is managed proactively.

The National Service Director helps ensure retention goals are being met, upcoming renewals are being called, cross-sell opportunities are being identified, files are properly documented, book metrics are monitored, and Account Managers and Account Executives are aligned with the appropriate workload based on skill set, experience, and book complexity.

This role serves as a bridge between regional service teams and national Commercial Lines leadership, translating strategy into day-to-day execution while building workflows that improve consistency, accountability, service quality, team effectiveness, and long-term client retention.