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Description
Service & Engagement Manager
About Legacy Risk Solutions
Legacy Risk Solutions is a leading independent insurance agency platform headquartered in Gainesville, Georgia. Through its growing network of agency partners across the Southeast, Legacy provides commercial insurance, employee benefits, personal insurance, and risk management solutions to businesses and individuals. Built on a people-first culture rooted in integrity, growth, and partnership, Legacy combines local expertise with the strength and resources of a larger organization to deliver exceptional service and long-term success for clients, employees, and agency partners.
Position Summary
Legacy Risk Solutions is seeking an experienced and people-focused Service & Engagement Manager to lead the Commercial Lines and Personal Lines service teams within our PointeNorth Division. This is a 100% in-office leadership role responsible for building a high-performing service organization through leadership development, employee engagement, operational excellence, and a culture of accountability.
Reporting directly to divisional leadership, this role partners closely with Team Leads to develop service professionals, strengthen workflows, improve consistency across multiple offices, and create a scalable leadership structure that supports the continued growth of the organization. The ideal candidate is a collaborative leader who is passionate about developing people, improving processes, and delivering an exceptional client experience.
What You’ll Do
Leadership & Team Development
· Recruit, onboard, coach, and develop Account Managers, Account Service Managers, Team Leads, and support staff in partnership with Human Resources and agency leadership.
· Mentor Team Leads to become confident, effective leaders capable of coaching, developing, and supporting high-performing teams.
· Conduct regular one-on-one meetings, performance evaluations, and career development discussions.
· Foster a culture of continuous learning, accountability, collaboration, and employee engagement.
· Identify and develop future leaders through succession planning and leadership development initiatives.
· Serve as a trusted resource for resolving escalated client service, operational, and employee matters.
Operational Excellence
· Reinforce standardized workflows, service processes, and operational best practices across all PointeNorth offices.
· Monitor performance metrics, agency management system activity, and workflow reporting to ensure timely, accurate client service.
· Partner with Team Leads to balance workloads, optimize staffing, and improve operational efficiency.
· Drive consistency in client service standards and engagement across Commercial Lines and Personal Lines teams.
· Identify process improvement opportunities that increase efficiency, scalability, and service quality.
Service Leadership
· Build a leadership cadence that promotes communication, accountability, coaching, and employee development.
· Establish clear service expectations and performance standards across all teams.
· Partner with office leadership to support the strategic vision and continued growth of the PointeNorth Division.
· Promote employee engagement through recognition programs, team-building initiatives, and ongoing communication.
· Champion Legacy Risk Solutions’ core values of Integrity, Compassion, and Accountability in every interaction.
Strategic Impact
· Build a sustainable leadership structure that supports organizational growth and long-term succession planning.
· Develop team capabilities that improve client retention, service quality, and employee satisfaction.
· Remove operational roadblocks while improving team productivity and collaboration.
· Ensure clients receive a consistent, high-quality service experience across all locations.
· Support divisional growth by aligning people, processes, and performance with business objectives.
Requirements
What We’re Looking For
· 10+ years of Commercial Lines and/or Personal Lines insurance experience, including account management and leadership responsibilities.
· Proven experience leading, coaching, and developing high-performing service teams.
· Active Property & Casualty (P&C) insurance license required.
· Advanced insurance designations (CISR, CIC, CRM, CPCU, or similar) preferred.
· Strong working knowledge of Applied Epic or similar agency management systems.
· Experience managing operational workflows, reporting, performance metrics, and team productivity.
· Exceptional leadership, coaching, interpersonal, and conflict resolution skills.
· High emotional intelligence with the ability to influence, motivate, and develop others.
· Strategic mindset with the ability to balance people leadership, operational excellence, and business priorities.
· Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
· Excellent written and verbal communication skills.
· Demonstrated commitment to continuous improvement, employee engagement, and delivering exceptional client service.
Benefits
· Medical, dental, and vision insurance
· 401(k) with company match
· Flexible Spending Account (FSA)
· Life insurance coverage
· Short-term and long-term disability coverage
· Accident and critical illness insurance options
· Generous Paid Time Off (PTO)
Equal Opportunity Employer
Legacy Risk Solutions is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds.
Learn more about this Employer on their Career Site
