Director of Service, Community Business Unit

Location: Carmel, IN

Reports To: Vice President of Personal Lines & Small Commercial

Position Summary

The Director of Service, Community Business Unit (“CBU”) is responsible for leading all service operations for the CBU. The CBU is comprised of WalkerHughes’ small commercial lines (“Select Business Lines”) and Personal Lines business. This leader oversees the Personal Lines Service Managers and Commercial Lines Service Managers-each of whom leads a team of 12-15 Account Managers and Customer Service Agents-as well as the Small Business Risk Placement Unit and the Personal Lines and Small Commercial Claims team, while driving client retention, service excellence, operational consistency, and team development.

Reporting to the Vice President of Personal Lines & Small Commercial, this role partners closely with Sales, Carrier Relations, Operations, and Agency Integration to ensure an exceptional client experience while building efficient, scalable service processes.

Key Responsibilities

Service Leadership & Client Experience

• Lead and develop the CBU’s service leaders and teams-including the Personal Lines Service Managers, Commercial Lines Service Managers, Small Business Risk Placement Unit, and Personal Lines and Small Commercial Claims team-fostering a culture of accountability, collaboration, and exceptional client service.
• Establish service standards that drive client retention, responsiveness, and overall client satisfaction.
• Coach leaders and team members through regular performance conversations, development planning, and annual reviews.
• Provide leadership and mentorship to the Personal Lines Service Managers and Commercial Lines Service Managers, equipping them to effectively lead their teams of 12-15 Account Managers and Customer Service Agents.
• Build a high-performing service organization capable of supporting continued agency growth.

Operational Excellence

• Develop and standardize service workflows, procedures, and best practices across the business unit.
• Monitor service KPIs, workload distribution, and team capacity to improve efficiency and consistency.
• Identify opportunities to leverage technology, automation, and process improvements that enhance both the client and employee experience.
• Ensure compliance with agency standards, carrier requirements, and regulatory guidelines.

Business Partnership

• Partner with the Director of Sales, BU to deliver a seamless transition from new business to ongoing service.
• Collaborate with Carrier Relations, Operations, and Finance to improve placement strategies, operational efficiency, and business performance.
• Support strategic initiatives that improve retention, cross-selling opportunities, and client engagement.
• Partner with Agency Integration to successfully onboard service teams from newly acquired agencies.

Leadership & Talent Development

• Recruit, develop, and retain high-performing service professionals.
• Establish departmental KPIs, scorecards, and performance expectations.
• Assess organizational structure and staffing needs to support future growth.
• Promote continuous learning through coaching, mentoring, and professional development.

Qualifications

• Bachelor's degree preferred or equivalent industry experience.
• 8+ years of Personal Lines and/or Small Commercial insurance experience.
• 5+ years of leadership experience managing service teams, including experience developing and leading managers.
• Active Property & Casualty License required.
• Demonstrated success leading client service operations, improving retention, and developing high-performing teams.
• Strong leadership, communication, and operational management skills.

Travel

Travel approximately 15-25% to WalkerHughes office locations for team development, agency integrations, and leadership meetings.