[Hiring] P&C Centralized Service Team Supervisor @Keystone Agency Partners LLC

Role Description

The P&C Centralized Service Team Supervisor oversees the enterprise’s centralized service teams responsible for absorbing overflow, reducing backlog, and stabilizing service quality across Personal Lines and Commercial Lines. This leader manages a team of mobile, enterprise-wide servicing specialists who support agency locations during staffing gaps, peak workloads, renewal surges, and post implementation transitions (such as AMS migrations). This role ensures consistent execution of standardized workflows, SLA adherence, audit ready documentation, and a high quality, uniform client experience across all agencies. The P&C Service Leader is accountable for team performance, training, deployment strategy, continuous improvement, and cross department operational alignment. This position reports to the Director of Product Management, P&C and Surety.

Key Responsibilities

• Leadership & Team Management
  • Lead, coach, and develop the centralized Personal Lines and Commercial Lines service teams, ensuring consistent performance across diverse agency environments.
  • Establish clear expectations for service output, documentation standards, client communication, and SLA compliance.
  • Conduct regular 1:1s, performance reviews, calibration sessions, and skills assessments.
  • Oversee team scheduling, assignment planning, workload distribution, and surge deployment needs in collaboration with the Director of Product Management, P&C and Surety.
• Operational Execution & Quality Control
  • Ensure all service staff adhere to enterprise workflows, SOPs, documentation standards, and AMS coding protocols.
  • Maintain and enforce audit ready documentation habits, including checklists, attachments, and activity trail completeness.
  • Monitor accuracy and quality for work including endorsements, certificates, evidence of insurance, renewals, remarketing, policy checks, billing updates, cancellations, reinstatements, and compliance heavy tasks.
  • Oversee backlog triage processes and apply prioritization frameworks based on client urgency, E&O exposure, SLA rules, and producer/account manager input.
• Deployment & Support Model Oversight
  • Manage the centralized “overflow support” assignment model, deploying team members to agency locations (virtually or onsite) as needed for short term engagements.
  • Ensure every assignment includes clear kickoff alignment and a documented wrap up package (open items, statuses, commitments, next steps, improvement recommendations).
  • Serve as escalation point for service specialists and maintain standardized communication protocols with agency leaders.
• Client & Agency Stakeholder Alignment
  • Partner with account managers, sales, agency leaders, and agency operations leaders to understand needs, capacity gaps, and service pressures.
  • Establish expectation setting frameworks for communication with clients, carriers, mortgagees/lenders, underwriters, and internal teams.
  • Facilitate feedback loops and manage complaint escalation, service breakdowns, and process related issues.
• Process Improvement & Change Management
  • Identify workflow bottlenecks, documentation gaps, recurring errors, and training needs to drive continuous improvement.
  • Collaborate with Product Management, Training, and Transformation teams to refine SOPs, develop training, and reinforce system adoption.
  • Lead service readiness efforts during system upgrades, AMS migration, process revisions, or enterprise workflow standardization initiatives.
  • Monitor E&O risk indicators and proactively implement preventive controls.
• KPI Management & Reporting
  • Assist in building and owning KPI dashboards for both Personal and Commercial overflow teams.
  • Provide executive ready reporting on team capacity, trends, risks, and performance outcomes.

Qualifications

• Minimum of 5+ years of P&C insurance servicing experience, including exposure to both Personal and Commercial Lines.
• Minimum of 3+ years in a supervisory, lead, or training role.
• Active Property & Casualty license required.
• Strong foundational knowledge of both Personal Lines (Homeowners, Auto, Umbrella, Specialty, High Net Worth programs) and Commercial Lines (GL, Property, Auto, WC, Umbrella, Inland Marine, Cyber, Professional Liability).
• Ability to oversee handling of complex accounts in both segments (multi state, high value, multi-location households, fleet exposures, specialty risks).
• Experience managing remote or distributed service teams preferred.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel).
• Advanced proficiency in Applied Epic, carrier portals, and documentation systems.
• Exceptional communication skills with the ability to lead through influence, set expectations, and de-escalate issues.
• Strong coaching, training, and mentorship capabilities.
• Highly adaptive to varying agency cultures, workflows, and personalities while enforcing enterprise consistency.
• Organizational and prioritization skills with the ability to manage competing deadlines across lines and locations.
• High throughput, quality focused mindset with deep understanding of SLA driven work environments.
• Strong analytical and data driven decision making capabilities.
• Ability to travel 10-15% during certain deployment periods.
• Ability to pass a criminal background check, as permitted by law.

Benefits

• Competitive Salary
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays