Division Service Leader Personal Lines

Company Overview

World Insurance Associates (World) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes modernize their benefits programs and help them achieve their long-term financial goals.

Founded in 2011 World is one of the fastest-growing Top 25 insurance brokers in the U.S. with nearly 3000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance surety and fidelity bonding employee and executive benefits investment advisory and retirement plan services and payroll & HR solutions.

Position Summary

The Division Service Leaderis responsible forleading developing and scaling service operations across multiple units within the Personal Lines division. This role provides strategic and operational leadership to Unit Leaders and Service Leaders ensuring consistent execution of service delivery models operational excellence colleague development and client experience across the division.

This position partners closely with senior leadership to implement enterprise strategies drive profitable growth support acquisition integration and ensure alignment with Worlds operating model workflows and professional standards. The Division Service Leader is accountable for division-wide performance talent strategy and continuous improvement while fostering a collaborative high-performance culture.

Primary Responsibilities

Strategy Business & Financial Leadership

• Partners with executive divisional and unit leadership to execute enterprise and divisional strategies

• Leads division-wide implementation and monitoring of methods processes measurements controls and structure that drive profitable growth and operational efficiency

• Establishes and drivesutilizationof KPIs and performance dashboards to measure results and inform decision-making

• Provides regular updates on division performance risks opportunities and key initiatives through established governance and meeting cadences

• Ensures strategicobjectivesare effectively cascaded to Unit Leaders and service teams

• Oversees workforce planning including management of new and replacement hire requests across the division

• Accountable for division-level billing accuracy cash collections and financial controls

• Ensures integrity and consistency of key data elements across systems and locations

• Supports acquisition onboarding and integration efforts including service model alignment colleague transition and process adoption

Client Experience

• Owns the Personal Lines client experience strategy and delivery model across the division

• Ensures consistent quality timeliness and service standards across all units and locations

• Partners with Unit Leaders and Producers to align service delivery with client expectations and growth objectives

• Ensuresservice teamsmaintaindisciplined adherence toestablishedworkflows standard operating procedures and professional excellence standards

• Establishes and oversees division-wide new business and renewal planning cadences

• Drives consistency in roles responsibilities and team structures across all Personal Lines locations

• Acts as an escalation point for complex or at-risk client situations and ensures proactive resolution strategies

• Ensures delivery of Client Service Plans and adherence to defined scopes of service

• Builds strong partnerships with Shared Services to promote a one team culture and seamless client experience

Colleague Development & Leadership

• Creates a high-performance accountable culture focused on engagement development and results

• Establishes a consistent evaluation and talent review cadence to assess leadership capabilities competencies and succession readiness

• Identifiesand supports leadership development opportunities through coaching mentorship and stretch assignments

• Partners with recruiting to attract assess andretaintop Personal Lines talent

• Ensures onboarding training and ongoing education are delivered consistently across the division

• Champions diversity inclusion and colleague mentorship initiatives

• Leads change management efforts related to growth acquisitions process enhancements and technology adoption

• Serves as a subject matter expert in the advancement and implementation of new systems workflows and best practices

Placement & Carrier Strategy Support

• Maintains strong knowledge of Personal Lines products market trends and carrier strategies

• Builds and sustains senior-level relationships with carrier partners and intermediaries

• Ensuresplacement processes meet quality timeliness and consistency standards across the division

• Drives alignment with Personal Lines placement specialists and carrier engagement strategies

• Oversees adherence to marketing protocols timelines and underwriting guidelines

• Supports complex placement initiatives and escalations as needed

• Ensures carrier insights and changes are communicated effectively to Unit Leaders and service teams

Executive Client & Operational Oversight

• Provides strategic oversight for complex or high-value Personal Lines client relationships as needed

• Partners with Producers and leadership on client strategy retention and growth initiatives

• Ensures consistent standards for documentation system accuracy and workflow compliance

• Overseeseffective delegation andutilizationof service support and shared services resources

• Uses data and insights toidentifytrends risks and opportunities for improvement across the division

Position Specific Skills/Qualifications

• 10 years of Personal Lines insurance experience with a comprehensive understanding of personal insurance coverages and service models

• Demonstrated experience leading and developing leaders across multiple teams locations or units

• Prior experience supporting or integrating acquisitions strongly preferred

• Active state Property & Casualty insurance licenserequired

• Proven ability to drive operational excellence change management and scalable service models

• Strong strategic analytical and financial acumen with the ability to interpret and act on performance metrics

• Exceptional written verbal and interpersonal communication skills

• Strong functional knowledge of Excel and Microsoft Office products

• Ability to influence across levels build trust and partner effectively with internal and external stakeholders

• Strong problem-solving decision-making and critical-thinking skills

• Ability tooperateeffectively in a fast-paced growth-oriented environment with a high degree of accountability

Physical Demands & Working Conditions

Physical Demands

Office work involves working at a desk most of the time using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of forcefrequentlyto lift carry push pull or otherwise move grasping and repetitive motion typically isrequiredevery day andwalking and standingarerequiredoccasionally.

EqualEmploymentOpportunity

AtWorld Insurance Associates (WIA) we celebrate and support our differences. We know employing a team rich in diverse thoughts experiences and opinions allows our employees our productsand our community to honored to be an equalopportunityworkplace. We are dedicated to equal employment opportunities regardless of race color ancestry religion sex national orientation age citizenship marital status disability gender identity sexual orientationor Veteran additionWIAmakesreasonable accommodationsto knownphysical or mental limitations of an otherwise qualified applicant or employee with a disability unless the accommodationwould imposean undue hardship on the operation of our business.