Director of Service

The Director of Service is responsible for driving operational excellence across Property & Casualty (P&C) and Life & Health (L&H) divisions, leading a cohesive, positive team member work experience. This role leverages analytics and uses technology and process to continuously optimize workflows. The ideal candidate is a strategic and inspiring leader who will elevate the overall client and employee experience. Responsibilities include, but are not limited to:

Leadership & Development

• Invest in and develop service team leaders & functional leaders embracing SWIA leadership foundational teachings
• Foster a culture of a highly engaged workforce
• Regularly communicate the Agency vision and service team connection to our future

Operational Leadership

• As a member of the executive leadership team, implement strategic initiatives in accordance with Agency priorities
• Lead consistent operating standards across service departments
• Provide leadership and alignment across operational support functions including data analytics, quality control auditing, training, and workflow optimization resources
• Representing the SWIA brand, manage service operations vendors
• Establish and monitor KPIs to drive, accuracy, client delight and service standards of excellence

Analytics & Reporting

• Oversee operational reporting, analytics, and performance insights to support data-driven decision-making
• Confidence interpreting leading & lagging indicators
• Utilize dashboards and reporting tools for actionable insights
• Applied Epic experience preferred

Client Experience

• Ensure service operations deliver a consistent, high-quality client experience, as measured through NPS and retention rates
• Balance operational efficiency with a relationship-driven service model

Qualifications

• Align with company values
• 12-15 years of operations leadership experience, preferably in insurance
• Experience managing leaders of leaders and a strong track record in growing people
• Strong analytical skills
• High level of technical proficiency (AMS, CRM, workflow tools)
• Proven success in growth environments, leading process improvement and systems implementation
• Strong EQ and communication skills

Core Competencies

• Customer-focused mindset
• Systems & data prioritization
• Execution leadership
• Strong communicator
• Technology curiosity

Accountability Measures

• SWIA Values Alignment
• Executive Leadership Metrics
• Service Standards measures
• Process compliance & AI Efficiencies
• EOS Principals
• Client NPS Scores