Personal Lines Department Manager

Position Title: Personal Lines Department Manager Department: Personal Lines Reports To: Director of P&C Operations Work Location: Hybrid — Minimum 3 days per week required in office Our Agency Martin & Zerfoss, Inc. is an independent insurance firm in Nashville, TN. We specialize in all areas of Personal, Commercial, Bonds, Affluent Lines, Professional Liability Insurance, and Benefits & HR Consulting. From our small beginnings in 1978 to the great staff of professionals with us today, we have always believed in the value of relationship. We are excited to have another talented individual join our team. Position Summary The Personal Lines Department Manager is responsible for the strategic leadership, operational performance, and overall success of the Personal Lines Department. This includes staff leadership, process optimization, carrier relationship management, and alignment of departmental goals with agency objectives. The Manager plays a critical role in driving growth, service quality, accountability, and efficiency. In addition to management responsibilities, this role handles a select group of high-value or complex accounts. Key Responsibilities Strategic Leadership & Department Direction Develop and execute the strategic vision for the Personal Lines Department. Establish performance expectations, KPIs, and service standards. Lead departmental planning, including staffing, budgeting, resource allocation, and workload management. Champion continuous improvement initiatives to enhance productivity, accuracy, and client experience. Oversee the Personal Lines - Taskforce partnership to ensure maximized utilization, efficiency and quality. Staff Management & Development Directly supervise Account Managers and New Business Marketing Manager Provide timely feedback to all Personal Lines staff as needed and be responsible for performance management within the department. Conduct performance evaluations, coaching sessions, and professional development planning. Lead hiring, onboarding, and retention strategies for the department. Promote a positive, accountable, and collaborative team culture. Operational Oversight Oversee department workflows, procedures, and compliance to ensure consistent execution. Implement new technologies, automation, or processes to improve efficiency. Manage escalated client issues and complex coverage matters. Maintain strong relationships with insurance carrier partners and negotiate for agency needs. Provide regular reporting to agency leadership on performance, risk areas, and opportunities. Work collaboratively with Sales, Commercial Lines, and Operations to support agency goals. Ensure alignment with agency policies, state regulations, and E&O best practices. Client & Account Management Manage a select number of agency accounts, typically higher-value or specialty personal lines clients. Support service team on complex risks or client situations as needed. Qualifications 5+ years of personal lines insurance experience Minimum 3 years of experience in a management role. Active Property & Casualty license required; professional designations preferred. Demonstrated ability to lead teams, drive process improvement, and manage operational performance. Strong analytical, communication, and decision-making skills. Ability to work in office 3-5 days per week. Salary range between $95,000 - $115,000/ year commensurate with experience 20 days of PTO to start 10 paid holidays Comprehensive benefits package including medical, dental, vision, life, short- and long-term disability, 401k and a variety of other benefits Continuing education Equal Opportunity Employer Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. #J-18808-Ljbffr Martin & Zerfoss, Inc.