The Select Practice Leader oversees the
day-to-day service delivery, client retention, and operational performance of the Select/Small Commercial book. This role leads Account Managers and service staff, ensuring efficient workflows, high-quality client experience, and strong alignment between sales and service. The position is accountable for
team performance, retention, and scalable operations.
Key ResponsibilitiesTeam Leadership & Development- Lead, coach, and develop Account Managers and service staff
- Conduct performance reviews, workload management, and training
- Establish and enforce service standards and accountability
Client Experience & Retention- Oversee consistent, high-quality service delivery
- Drive proactive renewals, account reviews, and account rounding
- Partner with producers to improve retention and client outcomes
- Manage escalated client issues
Operations & Workflow Management- Implement and optimize service workflows and SOPs
- Oversee endorsements, COIs, audits, billing, and claims support
- Improve efficiency, turnaround times, and service accuracy
New Business Implementation- Manage handoff from sales to service and onboarding process
- Ensure accurate setup in AMS/CRM and clear client communication
Carrier & Internal Collaboration- Coordinate with carrier partners on service-related matters
- Align with producers on account strategy and renewals
- Support cross-sell and operational initiatives
Performance & Reporting- Track KPIs: retention, service timelines, workload, accuracy
- Use data to drive accountability and continuous improvement
Qualifications- 7+ years commercial insurance experience (service/account management)
- 2-3 years experience leading a team
- Strong knowledge of P&C coverages and servicing workflows
- Active Property & Casualty license
Preferred: Experience in small commercial/select segment; familiarity with AMS systems (e.g., Applied Epic, AMS360); industry designations (CIC, CPCU, ARM)
