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The MJ Companies · 3 weeks ago

Personal Lines Manager

Phoenix, AZ

Full-time

Onsite

Mid, Senior Level

The MJ Companies is seeking a Personal Lines Manager to scale and optimize the operational execution of their Personal Lines business unit. This role involves leading day-to-day service delivery, ensuring high-quality client experiences, and managing team operations effectively.

ConsultingInsuranceRisk Management

Culture & Values

Responsibilities

Day-to-Day Team Leadership & Execution

Serve as the primary point of contact for Personal Lines service staff and support teams

Assign, prioritize, and monitor workloads to ensure efficiency and balance

Ensure service standards, response times, and internal SLAs are consistently met

Support onboarding, training, and ongoing performance expectations for team members

Provide guidance and real-time problem-solving to keep operations running smoothly

Service Delivery Oversight & Client Experience

Oversee the quality, consistency, and timeliness of client servicing, with sensitivity to HNW/UHNW client expectations

Step in to manage escalations or complex service issues as needed

Ensure white-glove service standards are upheld across all client touchpoints

Coordinate proactively with internal teams to deliver timely, seamless client service

Process, Systems & Documentation

Own, document, and maintain standard operating procedures (SOPs) for Personal Lines operations

Ensure processes are followed consistently and refined as the business evolves

Identify opportunities for efficiency through process improvement, automation, or outsourcing

Partner with leadership on system enhancements and operational improvements

Internal & Cross-Functional Coordination

Act as the operational liaison

Ensure clean handoffs, clear expectations, and defined accountability across all stakeholders

Leadership Enablement (Core Function of the Role)

Absorb operational decision-making that does not require executive involvement

Ownership of daily task management, internal follow up, routine service escalations

Qualification

Property & Casualty licenseHNW/UHNW client experienceProcess improvementSOP developmentTeam leadershipProactive under pressureDecision-makingAttention to detailOrganizational skills

Required

Active Property & Casualty insurance license

Experience working with HNW/UHNW client segments

High attention to detail with the ability to see the big picture

Confident, independent decision-maker

Ability to remain organized and proactive under pressure

Prior team lead or management experience

Familiarity with process improvement, SOP development, and service optimization

Company

The MJ Companies

The MJ Companies exists to inspire the success, fulfillment, and wellbeing of each person it serves: associates and their families, business partners, clients, and the community.

Founded in 1964