Personal Lines Manager

About the Role

Our client, a Global Insurance business, is seeking a dynamic Personal Lines Manager to lead and develop their Dublin City office personal lines team. Reporting to senior management, this role will oversee two Team Leaders and approximately 20 agents. The successful candidate will focus on driving team performance, developing leadership capability within the Team Leaders, and stepping in to cover their duties as required.

This is an exciting opportunity for a confident and forward-thinking professional to shape the growth of our team, ensure strong performance management, and contribute to the department’s success.

The Job

Act as the main point of contact for Team Leaders, keeping them focused, motivated, and supported in their development.
Provide clear direction and ensure confidence in the delivery of agreed results and targets.
Prioritise overall team performance, ensuring KPIs and service standards are consistently achieved.
Partner with Team Leaders to follow up with agents, addressing performance gaps and implementing improvement measures.
Set daily priorities and ensure operational efficiency across the team.
Proactively plan for potential challenges (e.g. staffing issues, resourcing, or workload peaks).
Oversee call management, including outbound strategy, to maximise efficiency and customer satisfaction.
Ensure agents’ diaries and workflow management processes are properly actioned and maintained.
Support Team Leaders in handling escalated complaints, ensuring timely resolution and service excellence.
Identify and contribute ideas for income-generating initiatives to drive departmental growth.
Lead monthly 1:1s with agents alongside Team Leaders to support development and performance progression.
Implement and monitor performance improvement plans for underperforming agents.
Step into Team Leader responsibilities to provide cover during absences or leave.

The Person

Excellent technical knowledge of personal lines insurance products and CIP qualification.
Strong people management skills, with a track record of coaching and developing teams.
Excellent organisational and planning skills with the ability to anticipate challenges.
Confident communicator with the ability to influence and engage at all levels.
Commercially minded, with a focus on driving performance and income growth.
Resilient, adaptable, and able to step into different roles as required.

The Offer

Full-time permanent job, the exact salary for which will be made commensurate with experience
Dublin City Centre office (hybrid).
Clear, achievable bonus structure.
Full suite of benefits.
Excellent career progression opportunities.

Personal Lines Team Manager