Director of Services

About the role

The Director of Service is accountable for elevating operational performance across both Property & Casualty (P&C) and Life & Health (L&H) lines. This position focuses on creating a strong, positive employee experience while improving client service outcomes through analytics, technology, and better process design. The right leader will bring strategic vision, inspire teams, and strengthen the experience for both clients and employees.

Leadership and team development

• Develop and support service team leaders and functional leaders while reinforcing SWIA leadership principles.
• Build and sustain a highly engaged team culture.
• Consistently share the agency vision and explain how the service organization contributes to future growth.

Operational leadership

• As part of the executive leadership team, execute strategic priorities aligned with agency goals.
• Set and maintain consistent operating practices across service departments.
• Provide direction across support areas such as analytics, quality audits, training, and workflow improvement.
• Oversee service vendors while representing the SWIA brand.
• Define and track KPIs that improve accuracy, client satisfaction, and service quality.

Analytics and reporting

• Direct operational reporting, analytics, and performance insights to support informed decisions.
• Read and interpret both leading and lagging indicators with confidence.
• Use dashboards and reporting systems to turn data into action.
• Experience with Applied Epic is preferred.

Client experience

• Make sure service operations consistently deliver a high-quality client experience, reflected in NPS and retention performance.
• Balance efficiency goals with a relationship-centered service approach.

Qualifications

• Must be aligned with company values.
• 12 to 15 years of operations leadership experience, ideally within insurance.
• Background leading leaders and developing people at multiple levels.
• Strong analytical capability.
• High technical fluency with AMS, CRM, and workflow systems.
• Demonstrated success in growth-stage environments, with experience in process improvement and systems rollout.
• Strong emotional intelligence and communication skills.

Core competencies

• Customer-first mindset
• Data and systems orientation
• Strong execution and leadership
• Clear communication
• Curiosity around technology

Accountability measures

• Alignment with SWIA values
• Executive leadership performance metrics
• Service standard measurements
• Process compliance and AI efficiency outcomes
• EOS principles
• Client NPS scores