PL Insurance Operations Manager

Job Description

Job Description

Hoops HR is seeking a Personal Lines Insurance Department Manager on behalf of a leading insurance agency to add to their team!

• Salary : Competitive salary with bonus potential plus full benefits
• Office Location : Plano, TX.
• Work Hours : Monday through Friday 8 AM to 5 PM CST (full-time exempt)
• Job Level : Director of Personal Lines Insurance (management)
• Our Awesome Benefits :

Generous Paid-Time Off including 15 PTO / vacation days annually starting, plus 10 paid holidays and 5 paid sick days

Personal Lines Insurance Department Manager Role Summary :

The Personal Lines Department Manager oversees the supervision of personnel, day to day department operations, improvement of the client service experience and workflows, provides training to new employees, and monitors and troubleshoots issues within the department. The Department Manager has Account Management responsibilities including a book of business, and provides customer service by handling the day-to-day operations of clients' insurance needs.

The Personal Lines Department Manager will report directly to the Agency President, delivering excellent customer service both within the agency and as a contributor to the continuous improvement of processes throughout the Agency.

The Ideal Candidate :

If this sounds like you, we invite you to keep reading and apply!

Personal Lines Insurance Department Manager Responsibilities :

Team Leadership & Oversight

Manages all Personal Lines (PL) service staff and operations within the profit center

Provides overall direction, coordination, and evaluation of the department

May directly handle a book of business or service team responsibilities, depending on office size and structure

Supervises or delegates duties through Team Leaders, where applicable

Ensures staff adherence to organizational policies and applicable laws

Handles hiring, training, assigning work, performance reviews, rewards, disciplinary actions, and conflict resolution

Process & Operations Management

Analyzes and organizes office operations and procedures

Creates, implements, and maintains efficient workflows and department structures

Drives standardization and process improvements to support quality service delivery

Promotes and contributes to agency-wide quality improvement initiatives

Training & Development

Administers the training program for new service staff hires, including agency systems, internal procedures, and insurance knowledge

Provides ongoing training tailored to employee skill levels through mentoring, group sessions, or classroom settings

Assesses staff development needs, establishes goals, and implements improvement plans

Provides training and support for new producers building their book of business

Collaboration & Contribution

Actively participates in the Personal Lines operations team to improve customer service, support sales efforts, and refine best practice workflows across the agency

Staffing & Workload Management

Evaluates team workloads and adjusts assignments as needed

Maintains coverage during employee leave or high-volume periods by reallocating tasks or assisting directly

Performance Management

Conducts annual performance evaluations for service staff

Addresses personnel concerns, resolves internal conflicts, and manages departmental complaints professionally

Personal Lines Insurance Department Manager​ Requirements​ :

EEOC Statement

We are committed to embracing diversity, equity and inclusion to create a workplace that welcomes and thrives on the unique experiences, perspectives and contributions of all team members. We are bringing the best people and most diverse talent forward to drive growth, innovate and think bigger!