This is an in-office position with flexibility to work from remote locations.

We have an opportunity to join Smith Brothers Insurance as a Commercial Lines Small Business Manager, part of our Operations team. As Small Business Manager, you will manage the day-to-day operations of multiple cross-functional account service teams in our commercial lines, small business, and specialty areas. As a servant leader, this manager will lead using our Management Creed, Values and Service Standards to lead multiple niche teams aligned with our helping others culture. You’ll bring a deep desire to leverage your skills to help us continue to grow and make others around you better. If you want to be part of a collaborative process with team members who look out for each other and are focused on growth and sustainability, this is an opportunity for us to talk.

At Smith Brothers you can expect to work alongside a team of professionals who seek to consistently deliver our Be Sure brand promise, have a great place to work, and build a sustainably relevant company. Our big purpose is Helping Others, and we start by ensuring all our team members understand our vision and appreciate the vital role they play in making our plan a reality. Our ideal candidate will believe in Smith Brothers’ purpose, values, and standards, and be willing to work collaboratively with their teammates to drive value to all our stakeholders.

Primary Job Responsibilities

  • Responsible to lead and manage the strategy and day-to-day operations of multiple cross-functional operations service teams.
  • Work closely with Practice Leaders and Director of Client Experience to serve our clients in line with our service standards and expectations.
  • Work with Account Management teams to deliver our brand promise to clients and meet agency goals.
  • Lead the implementation of Insuretech projects with support and resources to drive efficiency and enhance automation.
  • Responsible for hiring, onboarding, and offboarding team members.
  • Responsible to train, develop, assign workloads, measure productivity/capacity, and manage performance within our models and systems.
  • Responsible to organize and lead staff meetings to ensure information and knowledge share, foster a problem-solving forum, and overall team engagement.
  • Advocate and utilize our Quality Program to ensure continuous improvement (Charters, Project Plans, CAPA, LEAP, CATS, etc.).
  • Responsible to work, peer-to-peer, with team members, on their Employee Development Plans with focus on individual motivators, agency needs, and overall performance management.
  • Help develop and work within the annual department budget.
  • Responsible for compliance and E&O controls within Account Management teams.
  • Oversee department out of office schedule, backup plans, and communications.
  • Participate in One Team Forum Work to share information, work situational leadership best practice sharing, problem solve, participate in projects, and drive team member and team engagement.
  • Participate in leadership development training built around our Management Creed and servant leadership.
  • Maintain knowledge of agency and marketplace practices.
  • Establish and maintain a positive working relationship with all clients, both internal and external.
  • Maintain confidentiality of client and company information and adhere to all personal and financial data privacy protocols.
  • Work on projects and other work as assigned.
  • Commit to continuing education and ongoing knowledge of changing industry standards, products, carriers, etc. in order to stay relevant in the insurance marketplace.
  • Follow department and company defined processes, procedures, and workflows, within specified timelines, to drive consistency and efficiency, with a focus on client experience.
  • Support and demonstrate the core values of our agency: trust, respect, creativity, and fun.
  • Support and live our Be Sure Service Standards, Helping Others Culture, Management Creed, and Quality Program.

Desired Skills

  • Proven ability to build a team environment that is engaging, effective, productive, and fun.
  • Ability to make independent decisions, research/analyze problems, and develop solutions to provide outstanding customer experience and support our team goals.
  • Effective listening and communication skills to uncover client needs, provide counsel, and handle conflicts.
  • Exceptional organizational skills, attention to detail, follows agency procedures, and thoroughness in all documentation.
  • Ability to demonstrate emotional intelligence and calmness in crisis or stressful situations.
  • Ability to resolve conflicts and work towards win/win outcomes.
  • Strong collaboration and teamwork skills.
  • Ability to maintain confidential information.
  • Ability to manage shifting and/or competing priorities effectively.
  • Strong ability to lead team member Employee Development, including overall performance management and taking appropriate steps/actions.
  • Ability to lead process improvement initiatives from start to finish (project planning to measurement).
  • Ability to learn and utilize agency management system and multiple technologies essential for job functions e.g., (MS Office products, Carrier websites, Zywave, Employee Navigator, etc., etc.).
  • Ability to work collaboratively and effectively with team to build trust and enhance team productivity and performance.
  • Ability to plan, organize, and prioritize time and competing priorities to reach objectives and meet deadlines.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Comfortable communicating and working with all stakeholders at various levels.
  • Demonstrates professionalism in interactions with others using tact, emotional intelligence, show respect for others, accepts responsibility, and follows through.
  • Ability to set, achieve goals, and measure goals while demonstrating persistence and ability to overcome obstacles.
  • Flexibility to take on additional responsibilities and projects as needed.
  • Strong work ethic and demonstrated resilience and grit to overcome hurdles.


  • Five or more years of experience of Commercial Lines Insurance.
  • Three or more years of people management and leadership experience preferred P&C or Life & Health License in good standing and ability to obtain non-resident licenses as needed.
  • College degree preferred.

General Working Conditions

  • Fast paced office environment.
  • Ability to view computer monitors for extended periods of

Why Smith Brothers Insurance

We are a team of professionals who seek to consistently deliver our Be Sure brand promise, contribute to our organization being a great place to work, and work together to be a sustainably relevant company. We are multi-disciplined with expertise in Commercial Lines, Personal Lines, Employee Benefits, Surety, Group Retirement Plans including 401(k) and 403(b) Plans, Risk Management, and Financial Services. At Smith Brothers, we are sure in our ability to do the right thing, the right way. When you work with Smith Brothers you can be sure our core values, collaborative culture, and expertise will reinforce your decision to partner with us. Our standard of excellence is the internal foundation for treating everyone based on our core values of trust, respect, creativity, and fun – leading to individual fulfillment through group achievement.

Smith Brothers Insurance LLC offers competitive salaries and comprehensive benefits and programs including Health, Dental, Vision, Short and Long-term Disability, Life, Long Term Care and 401K with employer match, employee assistance program, licensing and continuing education reimbursement, travel and expense allowance, internal & external meetings, and learning and development opportunities.

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