Select Business Service Manager

Location: WalkerHughes Location
Reports To: Director of Service, CBU
Team Oversight : 12 to 18 Select Business Account Managers, including 2 to 3 Team Leads

About WalkerHughes Insurance
WalkerHughes Insurance is a founder-led independent insurance brokerage headquartered in Carmel, Indiana, serving individuals, families, farmers, and businesses across Indiana, Illinois, Missouri, and Ohio. We believe insurance is about protecting what matters most, and we invest in exceptional people who are passionate about building relationships, serving clients, and driving growth.

Position Summary
The Select Business Service Manager is responsible for leading a team of 12 to 18 Select Business Account Managers, including 2 to 3 Team Leads, who service small commercial business on behalf of Select Business Advisors, while delivering exceptional client service and supporting retention and growth. This role is accountable for team performance, service quality, and employee development, and works closely with Select Business Advisors and the Director of Service, CBU to ensure clients receive timely, accurate, and proactive service throughout the insurance lifecycle.

Key Responsibilities
Team Leadership & People Management
• Lead, coach, and develop a team of 12 to 18 Select Business Account Managers who service small commercial business on behalf of Select Business Advisors.
• Partner with and develop the 2 to 3 Team Leads to guide day-to-day workflow, support fellow account managers, and uphold service standards.
• Set clear performance expectations and goals, conduct regular one-on-ones and performance reviews, provide ongoing feedback and recognition, and address performance concerns promptly.
• Recruit, hire, onboard, and train new account managers, and support ongoing training and career development.
• Balance workload, staffing, and capacity across the team to meet service levels and Select Business Advisor needs.
• Foster a collaborative, accountable, and high-performing team culture rooted in exceptional client service.

Client Service & Account Management
• Oversee service delivery for the Select Business commercial book and serve as the escalation point for client concerns and complex service needs.
• Ensure client questions and service requests, including policy changes, certificates, payments, endorsements, and claims, are addressed by the team accurately and timely.
• Develop strong client relationships through responsive and proactive communication, and coach the team to do the same.
• Coach the team to review accounts and coverage needs to identify potential risks, service opportunities, and additional insurance needs.

Renewals & Quality Oversight
• Oversee the renewal process across the team, ensuring policies, applications, loss information, and carrier requirements are reviewed thoroughly and on time.
• Ensure policies, renewals, endorsements, binders, certificates, and other account documentation are prepared and processed accurately and timely, with regular quality reviews to reinforce accuracy and compliance.
• Coordinate with carriers to resolve escalated issues and support the team with complex claims or policy changes.
• Ensure accurate account records, documentation, and follow-up activities are maintained within agency management systems.

Sales & Advisor Partnership
• Partner with Select Business Advisors to support new business opportunities and account growth.
• Serve as the primary liaison between Select Business Advisors and Select Business Account Managers, ensuring advisor expectations, client priorities, and service needs are clearly communicated.
• Encourage and support the team in cross-selling and rounding of existing accounts when appropriate.
• Support sales opportunities generated through existing client relationships and referrals.
• Collaborate with service leadership and peers to ensure consistent workflows and exceptional client experiences.

Operational Excellence
• Follow and reinforce agency procedures and service standards while maintaining strong attention to detail and accuracy.
• Monitor team performance, workload, and service metrics, and report on results, trends, and risks to the Director of Service, CBU.
• Identify and lead opportunities to improve workflows, technology, and client service processes.
• Support department initiatives, special projects, and other duties as assigned.
• Other duties may be assigned as needed for continuing the improvement process of the organization.

Qualifications
• High school diploma or GED required; bachelor's degree preferred.
• 5+ years of commercial insurance experience, preferably in an account management or service role.
• Proven experience leading, coaching, and developing a team; prior team lead or supervisory experience in an insurance service environment preferred.
• Active Property & Casualty Insurance License required.
• Strong knowledge of small commercial insurance products, coverage, and industry practices.
• Excellent communication, leadership, organization, problem-solving, and customer service skills.
• Proficiency with Microsoft Office and agency management systems.
• Ability to manage multiple priorities, make sound decisions, and lead a team in a fast-paced environment.

Travel
Occasional travel to other WalkerHughes locations, client meetings, or company events may be required