Service & Engagement Manager
Position Summary
Legacy Risk Solutions is seeking an experienced and people-focused Service & Engagement Manager to lead the Commercial Lines and Personal Lines service teams within our PointeNorth Division. This is a 100% in-office leadership role responsible for building a high-performing service organization through leadership development, employee engagement, operational excellence, and a culture of accountability.
Reporting directly to divisional leadership, this role partners closely with Team Leads to develop service professionals, strengthen workflows, improve consistency across multiple offices, and create a scalable leadership structure that supports the continued growth of the organization. The ideal candidate is a collaborative leader who is passionate about developing people, improving processes, and delivering an exceptional client experience.
What You'll Do
Leadership & Team Development
• Recruit, onboard, coach, and develop Account Managers, Account Service Managers, Team Leads, and support staff in partnership with Human Resources and agency leadership.
• Mentor Team Leads to become confident, effective leaders capable of coaching, developing, and supporting high-performing teams.
• Conduct regular one-on-one meetings, performance evaluations, and career development discussions.
• Foster a culture of continuous learning, accountability, collaboration, and employee engagement.
• Identify and develop future leaders through succession planning and leadership development initiatives.
• Serve as a trusted resource for resolving escalated client service, operational, and employee matters.
Operational Excellence
• Reinforce standardized workflows, service processes, and operational best practices across all PointeNorth offices.
• Monitor performance metrics, agency management system activity, and workflow reporting to ensure timely, accurate client service.
• Partner with Team Leads to balance workloads, optimize staffing, and improve operational efficiency.
• Drive consistency in client service standards and engagement across Commercial Lines and Personal Lines teams.
• Identify process improvement opportunities that increase efficiency, scalability, and service quality.
Service Leadership
• Build a leadership cadence that promotes communication, accountability, coaching, and employee development.
• Establish clear service expectations and performance standards across all teams.
• Partner with office leadership to support the strategic vision and continued growth of the PointeNorth Division.
• Promote employee engagement through recognition programs, team-building initiatives, and ongoing communication.
• Champion Legacy Risk Solutions' core values of Integrity, Compassion, and Accountability in every interaction.
Strategic Impact
• Build a sustainable leadership structure that supports organizational growth and long-term succession planning.
• Develop team capabilities that improve client retention, service quality, and employee satisfaction.
• Remove operational roadblocks while improving team productivity and collaboration.
• Ensure clients receive a consistent, high-quality service experience across all locations.
• Support divisional growth by aligning people, processes, and performance with business objectives.
Requirements
What We're Looking For
• 10+ years of Commercial Lines and/or Personal Lines insurance experience, including account management and leadership responsibilities.
• Proven experience leading, coaching, and developing high-performing service teams.
• Active Property & Casualty (P&C) insurance license required.
• Advanced insurance designations (CISR, CIC, CRM, CPCU, or similar) preferred.
• Strong working knowledge of Applied Epic or similar agency management systems.
• Experience managing operational workflows, reporting, performance metrics, and team productivity.
• Exceptional leadership, coaching, interpersonal, and conflict resolution skills.
• High emotional intelligence with the ability to influence, motivate, and develop others.
• Strategic mindset with the ability to balance people leadership, operational excellence, and business priorities.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Demonstrated commitment to continuous improvement, employee engagement, and delivering exceptional client service.
Benefits
• Medical, dental, and vision insurance
• 401(k) with company match
• Flexible Spending Account (FSA)
• Life insurance coverage
• Short-term and long-term disability coverage
• Accident and critical illness insurance options
• Generous Paid Time Off (PTO)
