Shared Services Lead - Personal Lines

About This Role

Build and lead the Personal Lines Shared Services function from the ground up, owning day-to-day servicing while establishing workflows and service standards. This is a high-ownership, player-coach role that requires operational problem-solving in a fast-paced environment.

Responsibilities

• Execute day-to-day Personal Lines Shared Services work across inbound requests and system-driven notifications
• Triage, prioritize, and create tickets for renewals, carrier notices, policy changes, and customer inquiries
• Perform a portion of hands-on Personal Lines servicing work, especially for higher-judgment or early-stage processes
• Ensure service quality and SLA adherence across Personal Lines Shared Services
• Document clear workflows for how Personal Lines work flows into and through Shared Services
• Refine processes as tools, platforms, and volume evolve
• Maintain visibility into service volume, backlog, and risk, with clear escalation paths
• Train, support, and coach team members as capacity grows
• Partner with Product, Platform, Operations, and agency teams to adapt execution as systems change

Requirements

• 3-7 years of experience in insurance operations, servicing, or customer support
• Active resident state insurance license
• Strong familiarity with Personal Lines insurance workflows (renewals, endorsements, carrier communications)
• Comfort operating in a player-coach model
• Strong operational judgment and ability to triage, prioritize, and make tradeoffs
• Experience working in fast-changing environments with evolving tools and processes
• High attention to quality, follow-through, and accountability
• Clear communication skills

Qualifications

• 3-7 years of experience in insurance operations, servicing, or customer support

Benefits