This position can be based out of any of these areas - Menasha, Madison, Sheboygan, or Milwaukee, WI
The Commercial Lines Manager is responsible for leading the daily operations of McClone’s Commercial Lines department, ensuring a high level of service, operational consistency, and efficiency. Reporting to the Director of Client Experience, this role directly manages the Account Executives, Account Managers, and the Commercial Lines Team Lead.
The Commercial Lines Manager is accountable for executing departmental workflows, driving team performance, maintaining quality standards, and partnering closely with Sales Leadership, Risk Advisors (RAs), and Business Development (BD) to ensure seamless client experience.
This position plays a key role in executing McClone’s growth and innovation strategy by supporting cross-sell and round-out opportunities, reinforcing sales-to-service handoffs, and cascading AI and efficiency initiatives across the team. The Manager also oversees the day-to-day relationship with ResourcePro, ensuring that outsourced tasks align with the Director’s strategic vision for scalability and cultural fit.
QUALIFICATIONS
- Education
o High School diploma or equivalent
o Associate or bachelor’s degree in related field, preferred
- Experience
o 5+ years of Commercial Lines insurance experience
o 2+ years of experience leading a team
o Demonstrated experience coaching teams, managing workflows, and driving daily operational execution
- Accreditation
o Wisconsin Property and Casualty insurance license required and maintained throughout the course of employment
ESSENTIAL FUNCTIONS
Daily Operations & Performance Management
- Directly manage the daily operations of the Commercial Lines department, including AEs, AMs, and the CL Team Lead
- Monitor team performance, enforce accountability, and ensure consistent service delivery aligned with McClone’s standards
- Conduct regular 1:1s, lead department meetings, and complete annual performance reviews
- Partner with HR and the Director on hiring and termination decisions; handle coaching and performance discipline as needed
- Monitor department workflows to ensure work is distributed effectively and turnaround times are me
- Responsible for new business assignments, managing a book of business capacity, setting strategy for book moves and client reassignments
Sales & Growth Execution
- Partner with Sales Leadership, RAs, and BD to ensure effective sales-to-service handoffs
- Support growth initiatives by coaching the team on identifying cross-sell, round-out, and account expansion opportunities
- Reinforce the execution of client segmentation strategies as directed by the Director of Client Experience
- Attend relevant internal sales/strategy meetings to stay connected with revenue goals
Client & Carrier Relationship Management
- Maintain daily carrier relationships; resolve routine carrier issues and questions from the team
- Serve as the first point of escalation for client and carrier matters; escalate complex or high-impact issues to the Director as needed
- Support AEs/AMs in maintaining strong client relationships and ensuring a high standard of client service
ResourcePro Oversight
- Manage the day-to-day execution of ResourcePro tasks, working closely with the CL Team Lead to ensure quality and timeliness
- Ensure that workflows assigned to ResourcePro align with the Director’s strategic vision
- Monitor outsourced work for accuracy and escalate significant issues to the Director
- Partner with the Operations Manager and CL Team Lead to continuously refine and improve ResourcePro processes
Process Improvement, AI & Efficiency
- Execute department workflows and reinforce consistency in accordance with approved playbooks and procedures
- Partner with the Director and CL Team Lead to implement AI initiatives and efficiency projects; ensure team adoption and monitor results
- Provide feedback to the Director on workflow gaps or improvement opportunities
Training & Development
- Identify training needs for AEs and AMs; partner with the CL Team Lead and Director of Training & Development to deliver ongoing training
- Support professional development by providing coaching, identifying growth opportunities, and aligning individual goals with department objectives
- Ensure that new hires are onboarded smoothly and trained to McClone’s standards
