Commercial Lines Client Service Manager in Marcellus

Job Description

Join Our Team as the leader of our Client Service team

Are you passionate about leading high-performing teams, creating outstanding client experiences, and driving operational excellence in commercial insurance? We’re looking for a dynamic and strategic Commercial Client Service Manager to join our team and lead the Commercial Client Service department. This leadership role is critical to ensuring that our clients receive proactive, responsive, and consistent service while fostering a positive, collaborative, and efficient team environment.

Why Join Us?

We’ve proudly earned recognition as a CNY Best Place to Work and an Economic Champion, and we value Integrity, Accountability, and Transparency in everything we do. You'll be joining a supportive and collaborative environment where your leadership has a meaningful impact—both for our clients and for your colleagues.

Our Commercial team operates a sophisticated service model focused on the middle market. As the leader of the Commercial Client Service team, you’ll guide and support staff who manage a smaller number of high-value client relationships—allowing for deeper service, greater attention to detail, and stronger long-term partnerships. If you’re motivated by helping others thrive, driving operational excellence, and elevating team performance, we’d love to hear from you.

Key Responsibilities

Department Leadership & Oversight

• Lead day-to-day operations of the 14-member Commercial Client Service team, ensuring workflow efficiency and service quality.
• Monitor staff performance, workload distribution, and departmental processes to meet or exceed agency benchmarks.
• Partner with internal teams, including Marketing, Sales, and Claims, to support growth strategies and client retention efforts.
• Serve as the escalation point for client or carrier concerns, ensuring timely and professional resolution.
• Oversee hiring, performance management, and team development for the Commercial Client Service staff.
• Track and maintain progress on department initiatives, strategic goals, and process improvements.

Training & Development

• Lead onboarding and continuing education for Commercial service team members.
• Foster a culture of continuous learning, mentoring team members to grow their technical expertise and client service skills.
• Coordinate regular audits and staff feedback sessions to drive continuous improvement.

Operational Management & Compliance

• Ensure compliance with agency policies, industry regulations, and carrier standards.
• Evaluate vendor relationships and identify new technologies to enhance service delivery and efficiency.
• Stay current on market trends and regulatory changes affecting the Commercial P&C space.

What We’re Looking For

Behavioral Competencies

• Leads by example with professionalism and accountability.
• Values continuous improvement and encourages team growth.
• Strong ethical standards and ability to maintain confidentiality.
• Positive, solutions-oriented mindset with excellent communication skills.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 7 years of experience in Commercial insurance, with a focus on middle market risks.
• At least 3 years in a leadership or management role.
• NYS Property & Casualty License required.
• Industry designations or advanced insurance training preferred.

Skills

• Strong relationship-building and client service orientation.
• Ability to multi-task and remain organized in a fast-paced environment.
• Proficiency in Microsoft Office (especially Word and Excel).
• Experience with Applied EPIC preferred.

What We Offer

• Competitive salary based on experience.
• Comprehensive benefits package, including health insurance, 401(k) matching, and more.
• A thriving, inclusive work environment that values your contributions and encourages professional development.
• Pay Range: $110,000 – $131,000 per year

If you're ready to take the lead in delivering exceptional service and building a best-in-class Commercial insurance team, apply now to join us as our Commercial Client Service Manager!

I am Brandon Womack, please reach out for a completely CONFIDENTIAL conversation about this exciting career advancement opportunity!

Brandon Womack

gpac

(605) 800-4384

brandon.womack@gogpac.com

All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.