Director - Commercial Insurance Small Business

Client Services New York, New York Conshohocken, Pennsylvania


Position at Lamb Insurance Services



Lamb is the leading insurance broker for social service organizations dedicated exclusively to non-profits and social service organizations nationwide. Lamb is a socially conscious organization boasting an amazing culture of relentless grit and continuous improvement. We go to work every day to positively affect people's lives and we strive to do the same for our employees. Lamb has been recognized as one of the best places to work and we are proud of our culture! 



Under direction of the Director of Client Services, the Small Business Client Services Manager will proactively and efficiently lead a team of Account Executives, Account Managers, Assistant Account Managers, and other technical staff  to meet clients’ customer service needs while adhering to Lamb Insurance Services Servicing Standards and managing the relationship with our outsourcing processing team.  



We are passionately committed to being a great company in which to work, learn, and grow! Our “Employee Promise” ensures our employees benefit from a broad suite of progressive workplace programs and benefits designed to deliver a world-class culture and GREAT employee experience. Some of our many benefits include: 


  • Industry-leading Medical, Vision & Dental Programs
  • Strong Short/Long-Term Disability Programs
  • Company-Wide Employee Profit-Sharing Program
  • Generous 401K Matching Program
  • Tuition Assistance
  • Work-from-home flexibility
  • Summer Fridays
  • Reasonable, Balanced Workloads
  • Generous, Stand-Alone Vacation Policy
  • Unlimited Sick Days
  • Multiple “Floating Holidays” Per Year
  • Maternity/Paternity Leave
  • Monthly Company-Wide Social Hours
  • Peer-to-Peer Employee Recognition Program
  • Career Development programs
  • Employee “Healthy Lifestyle” Rewards Program
  • Quarterly Community Volunteer Program
  • Employer sponsored paid time to volunteer
  • And more.



  • Leads a team of Small Business professionals in delivering exceptional customer service to clients and client customers.
  • Manages and monitors production and results at the individual and client level. Ensures individual contributors build trust and demonstrate value to retain/grow client accounts and revenue.
  • Defines and builds ongoing infrastructure needs to appropriately service growing/changing client needs and ensure team is sufficiently staffed. Manages team schedules to meet service requirements.
  • Reviews and evaluates procedures for quality assurance and to promote continuous improvement. Identifies and implements new processes to improve efficiency and optimize team performance.
  • Responsible for monthly reporting and billing on assigned accounts.
  • Serves as a direct liaison to clients and manages day-to-day client interactions. Handles basic escalations, requests, and challenges within client accounts. Escalates larger/more complex challenges to the Director of Client Services as appropriate.
  • Responsible for new hire training/retraining of existing staff, including agency management systems, remote desktop, and all Lamb-owned systems and databases
  • Manage and mentor Account Mangers through regular check-ins, coaching, metric check-ins, constructive feedback, and strength development; acting on issues and reporting such to manager and coordinating with training manager as needed
  • Oversight of individual's desk time management and organization
  • Act as resource for Account Managers regarding markets, coverages, and time management
  • Take action to help correct staff shortcomings as needed, including disciplinary actions, reporting any issues (performance, E&O or personal) to Senior Management
  • Conduct quarterly performance reviews for each Account Manager



  • Active Property & Casualty Insurance License
  • 7+ years of Commercial Insurance experience
  • 7+ years of experience leading and managing a team
  • Manage an overall book size of $15M in revenue
  • Manage onshore and offshore external BPO professionals
  • Understands Applied EPIC systems, workflows, and processes
  • Manage the quality control/quality assurance and data input for complete accuracy
  • Excellent computer/internet/Microsoft skills
  • Strong understanding of sales process and ability to influence others is necessary
  • Must have good communication skills, both verbal and written
  • Good listening skills are required as well as a desire to solve problems
  • Highly motivated and goal oriented


Here at Lamb, we value Diversity, Equity, and Inclusion. Our teams are composed of individuals from different cultures, geographies, religions, races, ethnicities, genders, sexual orientations, abilities, and generations. We are committed to fostering a Diverse and Inclusive environment for all people because we believe that a variety of experiences makes us stronger—as individuals, as communities and as a company.  

Even if you don’t feel that you fit all the criteria listed, please apply! There may still be a place for you on our team.