Director, Personal Lines
Key Skills for This Role
Full Job Posting
Location & Schedule
- Hybrid, based in our Wellesley office, with some travel to our other locations as needed.
- Deland, Gibson Insurance Associates is a Massachusetts independent insurance agency with 125 years of history and a decidedly modern outlook - voted one of the Best Agencies to Work For by Insurance Journal, a Trusted Choice agency, and Five Star Accredited.
Lead the Department
Set departmental priorities, annual goals, and workforce plans with agency leadership
Design and refine workflows, procedures, and service standards, and lead the teams through change
Track capacity, workload, and performance metrics, and adjust staffing and coverage plans to keep service strong through leaves and transitions
Develop Our People
Coach and develop five Supervisors through regular one-on-ones, quarterly check-ins, and annual reviews
Partner with HR on recruiting, onboarding, and ongoing technical, systems, and carrier training
Build a collaborative, accountable culture where team members can grow their careers
Deliver Exceptional Client Service
Set the standard for client experience and resolve escalated service issues and complex accounts
Drive retention, account rounding, and cross-selling across the department
Manage a limited personal portfolio [approximate size, if useful] to stay close to the work
Strengthen Carrier Partnerships
Build strategic relationships with carrier representatives to open market opportunities and resolve escalations
Share appetite changes and market updates with the team, and serve as a technical resource on coverage and underwriting
What Success Looks Like
Strong team retention and engagement
Consistent achievement of service standards, with timely and accurate policy processing
High client satisfaction and retention
Completed training and development plans across the department
Growth and revenue objectives met [note any targets or incentive tie-in]
Qualifications
- 7+ years of Personal Lines insurance experience, including 3+ years in a leadership, supervisory, or management role
- Active Massachusetts Property & Casualty license
- Deep knowledge of Personal Lines coverages and client service practices
- A track record of coaching and developing employees
- Strong organizational, communication, and problem-solving skills; proficiency in Microsoft Office
- Experience with Applied Epic
Benefits
- Hybrid schedule, plus Summer Fridays and extended holiday weekends
- Comprehensive PTO - paid vacation, holidays, and sick time
- Health, dental, and vision insurance, and a 401(k) retirement plan
- DG University: ongoing training, support for insurance designations, and continuing education
- Employee-led committees- Giving, Social, Client Experience, & Technology
About Deland, Gibson Insurance Associates Inc.
Independent Massachusetts insurance agency serving New England businesses, families, and employees with commercial, personal, and benefits coverage.
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