Client Service Manager, Commercial Lines

About the Role The Commercial Lines Client Service Manager oversees the functions of a Commercial Lines Account Management team. This leadership and supervisory position manages processes, training, and collaboration among Commercial Lines service staff, operational sales support, and client‑related services. The role may also assume Account Manager or Account Executive duties to service a book of business. Key Responsibilities Lead a team of commercial lines service staff, including coaching, training, and performance management. Execute product, service and technical training programs; set departmental expectations, standards, policies, and procedures; conduct periodic audits and reviews to provide coaching and feedback. Use performance data to monitor process performance against targets, identify training gaps, measure KPIs, and drive performance discussions during bi‑weekly one‑on‑ones. Collaborate with the Client Service Director to develop and execute regional and national initiatives through project management and coordination of resources. Identify workflow waste and problems, adjust workloads, coordinate schedules, and re‑appropriate tasks for absences. Facilitate bi‑weekly one‑on‑one meetings, rapid problem‑solving and team meetings to communicate goals, best practices, expectations, and responsibilities. Champion communication of company goals and procedures; foster a positive, mutually supportive work environment. Develop and share comprehensive analysis of team performance; ensure best practices for high‑performance team meetings are followed. Stay current on HUB resources, specialty practices, carrier updates, and regulations; apply this knowledge in client interactions. Develop and manage team strategy in conjunction with producers and HUB leadership; visit prominent clients periodically to assess satisfaction and identify service needs. Assist producers or HUB leadership in developing new business opportunities; identify upsell and cross‑sell opportunities for HUB products and services. Maintain accurate, organized account files and update HUB computer systems and automated agency management systems. Keep updated on industry changes that may impact clients; recommend appropriate actions; attend continuing education training and courses. Perform other duties and projects as assigned. Key Performance Indicators Account Retention – Target 93% or higher. Organic Earnings Growth – Target 6.8% or higher. Productivity Ratio – Target Bi‑weekly one‑on‑ones with direct reports – ≥ 90% participation. Critical Path Attendance – ≥ 90% participation. Annual Non‑Retirement Staff Turnover – Qualifications High School Diploma or GED (College degree strongly preferred). 3 years of commercial insurance experience (brokerage preferred) or equivalent combination of education and experience. 2+ years supervisory experience. Property & Casualty license (knowledge preferred). Strong ability to assertively direct and supervise staff, respond to personnel needs, and provide fair evaluations. Excellent oral and written communication skills with internal and external customers. Strong presentation skills and ability to respond to questions from managers, clients, and the general public. Critical thinking – logical reasoning to evaluate alternative solutions and make decisions. Desire to learn and grow within the insurance industry. Customer‑focused service orientation, ability to handle difficult or emotional situations. Confidence and demeanor to interact with all levels of the organization. Ability to develop and maintain strong client relationships and work with vendors. Ability to coach and develop others’ skills and abilities. Problem‑solving skills: identify complex problems, review information, evaluate options, and implement solutions. Time‑management skills – prioritize and organize multiple tasks to meet deadlines accurately. Computer proficiency – Microsoft Office Suite, Outlook, and agency management systems; ability to calculate figures, discounts, commissions, percentages. Job Specifications Stationary position for the majority of the workday. Frequent communication with colleagues and clients in person and by telephone. Regular computer use and occasional movement within the office to access furniture and equipment. EEO & Equal Opportunity Statement HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran’s status, or any other characteristic protected by local, state or federal laws, rules or regulations. #J-18808-Ljbffr HUB International