Division Service Leader - Personal Lines

Division Service Leader

The Division Service Leader is responsible for leading, developing, and scaling service operations across multiple units within the Personal Lines division. This role provides strategic and operational leadership to Unit Leaders and Service Leaders, ensuring consistent execution of service delivery models, operational excellence, colleague development, and client experience across the division.

This position partners closely with senior leadership to implement enterprise strategies, drive profitable growth, support acquisition integration, and ensure alignment with World's operating model, workflows, and professional standards. The Division Service Leader is accountable for division-wide performance, talent strategy, and continuous improvement while fostering a collaborative, high-performance culture.

Primary Responsibilities

Strategy, Business, & Financial Leadership

• Partners with executive, divisional, and unit leadership to execute enterprise and divisional strategies
• Leads division-wide implementation and monitoring of methods, processes, measurements, controls, and structure that drive profitable growth and operational efficiency
• Establishes and drives utilization of KPIs and performance dashboards to measure results and inform decision-making
• Provides regular updates on division performance, risks, opportunities, and key initiatives through established governance and meeting cadences
• Ensures strategic objectives are effectively cascaded to Unit Leaders and service teams
• Oversees workforce planning, including management of new and replacement hire requests across the division
• Accountable for division-level billing accuracy, cash collections, and financial controls
• Ensures integrity and consistency of key data elements across systems and locations
• Supports acquisition onboarding and integration efforts, including service model alignment, colleague transition, and process adoption

Client Experience

• Owns the Personal Lines client experience strategy and delivery model across the division
• Ensures consistent quality, timeliness, and service standards across all units and locations
• Partners with Unit Leaders and Producers to align service delivery with client expectations and growth objectives
• Ensures service teams maintain disciplined adherence to established workflows, standard operating procedures, and professional excellence standards
• Establishes and oversees division-wide new business and renewal planning cadences
• Drives consistency in roles, responsibilities, and team structures across all Personal Lines locations
• Acts as an escalation point for complex or at-risk client situations and ensures proactive resolution strategies
• Ensures delivery of Client Service Plans and adherence to defined scopes of service
• Builds strong partnerships with Shared Services to promote a "one team" culture and seamless client experience

Colleague Development & Leadership

• Creates a high-performance, accountable culture focused on engagement, development, and results
• Establishes a consistent evaluation and talent review cadence to assess leadership capabilities, competencies, and succession readiness
• Identifies and supports leadership development opportunities through coaching, mentorship, and stretch assignments
• Partners with recruiting to attract, assess, and retain top Personal Lines talent
• Ensures onboarding, training, and ongoing education are delivered consistently across the division
• Champions diversity, inclusion, and colleague mentorship initiatives
• Leads change management efforts related to growth, acquisitions, process enhancements, and technology adoption
• Serves as a subject matter expert in the advancement and implementation of new systems, workflows, and best practices

Placement & Carrier Strategy Support

• Maintains strong knowledge of Personal Lines products, market trends, and carrier strategies
• Builds and sustains senior-level relationships with carrier partners and intermediaries
• Ensures placement processes meet quality, timeliness, and consistency standards across the division
• Drives alignment with Personal Lines placement specialists and carrier engagement strategies
• Oversees adherence to marketing protocols, timelines, and underwriting guidelines
• Supports complex placement initiatives and escalations as needed
• Ensures carrier insights and changes are communicated effectively to Unit Leaders and service teams

Executive Client & Operational Oversight

• Provides strategic oversight for complex or high-value Personal Lines client relationships as needed
• Partners with Producers and leadership on client strategy, retention, and growth initiatives
• Ensures consistent standards for documentation, system accuracy, and workflow compliance
• Oversees effective delegation and utilization of service, support, and shared services resources
• Uses data and insights to identify trends, risks, and opportunities for improvement across the division

Position Specific Skills/Qualifications

• 10+ years of Personal Lines insurance experience with a comprehensive understanding of personal insurance coverages and service models
• Demonstrated experience leading and developing leaders across multiple teams, locations, or units
• Prior experience supporting or integrating acquisitions strongly preferred
• Active state Property & Casualty insurance license required
• Proven ability to drive operational excellence, change management, and scalable service models
• Strong strategic, analytical, and financial acumen with the ability to interpret and act on performance metrics
• Exceptional written, verbal, and interpersonal communication skills
• Strong functional knowledge of Excel and Microsoft Office products
• Ability to influence across levels, build trust, and partner effectively with internal and external stakeholders
• Strong problem-solving, decision-making, and critical-thinking skills
• Ability to operate effectively in a fast-paced, growth-oriented environment with a high degree of accountability

Physical Demands & Working Conditions

Physical Demands

Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally.

Equal Employment Opportunity

At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.