What are the responsibilities and job description for the Personal Lines Manager position at Cross Insurance?
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Job Title: Personal Lines Manager
Location: Braintree, MA
Company: Cross Insurance
About Us:
From starting at the kitchen table of Woodrow Cross, to becoming one of the largest insurance providers in New England, we’ve grown rapidly over the past 65 years. During this time of expansion, we are unique in remaining a privately held company. This independence enables us to adhere to our core values of integrity, hard work, and dedication while providing the best experience for our clients.
From starting at the kitchen table of Woodrow Cross, to becoming one of the largest insurance providers in New England, we’ve grown rapidly over the past 65 years. During this time of expansion, we are unique in remaining a privately held company. This independence enables us to adhere to our core values of integrity, hard work, and dedication while providing the best experience for our clients.
Our offices inspire a culture of community by supporting causes we stand behind. From fundraising for local food banks, to volunteering at after school programs, we’re proud of the many ways our offices find to give back. Initiatives vary from branch to branch to better serve their local communities.
Job Summary:
The Personal Lines Manager is responsible for leading and growing our Personal Lines department. In this role, you will drive retention, enhance service delivery, and develop a high-performing team, all while aligning departmental efforts with our strategic goals. You will be expected to assess current workflows, implement process improvements, and cultivate a positive culture that balances exceptional client service with operational excellence.
The Personal Lines Manager is responsible for leading and growing our Personal Lines department. In this role, you will drive retention, enhance service delivery, and develop a high-performing team, all while aligning departmental efforts with our strategic goals. You will be expected to assess current workflows, implement process improvements, and cultivate a positive culture that balances exceptional client service with operational excellence.
Key Responsibilities:
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Team Leadership & Coaching:
- Conduct regular 1-on-1s with team members to understand workflows and training needs.
- Develop and mentor team members to boost performance and morale.
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Operational Excellence:
- Assess the current book of business and identify opportunities for cross-selling and upselling.
- Streamline communication and eliminate service bottlenecks to improve client service levels.
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Strategic Initiatives:
- Launch and manage cross-sell initiatives with a clear plan and training process.
- Develop key performance indicators (KPIs) and scorecards to track departmental success.
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Process Improvement:
- Create and implement standard operating procedures (SOPs) for high-value client onboarding and retention.
- Identify and take corrective actions for underperforming processes and team members.
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Client Relationship Management:
- Ensure exceptional client experiences that drive retention and positive feedback.
Qualifications:
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Experience:
- Extensive experience in personal lines insurance, with a deep understanding of PL policies, carriers, workflows, and client needs.
- Proven track record in team leadership and performance management.
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Skills & Competencies:
- Expertise in operational process improvement and KPI-driven performance management.
- Strong communication skills, with the ability to coach, motivate, and manage a team effectively.
- Strategic thinker with operational excellence and the ability to implement innovative solutions.
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Traits:
- Proactive and accountable, with a calm demeanor under pressure.
- Passionate about client experience and committed to simplifying the insurance process.
- Demonstrated owner mindset – resourceful, solution-oriented, and accountable.
What We’re Looking For:
- A leader who can quickly assess and improve team dynamics within the first 30 days.
- Someone who can implement actionable strategies in the first 60-90 days that directly impact team performance and departmental growth.
- A professional who is eager to meet and exceed revenue, retention, and client satisfaction targets over the course of the year.
Why Join?
- Growth Opportunities: Help shape and grow our Personal Lines department while advancing your career.
- Innovative Culture: Work in an environment that values creativity, continuous improvement, and an owner’s mindset.
- Competitive Benefits: We offer a competitive salary, comprehensive benefits, and a supportive work environment.
How to Apply:
If you’re ready to lead a high-performing team and drive strategic change in our Personal Lines department, please submit your resume and cover letter outlining your relevant experience and why you’d be a great fit for Cross Insurance We look forward to hearing from you!
If you’re ready to lead a high-performing team and drive strategic change in our Personal Lines department, please submit your resume and cover letter outlining your relevant experience and why you’d be a great fit for Cross Insurance We look forward to hearing from you!
