Now Hiring - Hosket Ulen Insurance Solutions LLC - Commercial Insurance Small Business Unit (SBU) – Team Lead in Dublin, OH

Full description of the position

Job Overview The SBU Lead is responsible for defining, operationalizing, and managing the customer experience for small business client segments within the agency. This role combines strategic program development, client experience design, and operational leadership to ensure the agency delivers consistent, scalable, and differentiated service. The SBU Lead will serve as the architect of specialized programs, bridging the gap between producers, account managers, carrier partners, and clients. Core Responsibilities: Program Strategy & Development * Develop, automate, implement, and refine specialized insurance programs * Identify client needs, market gaps, and industry trends to build differentiated offerings. * Define the long-term strategy for niche programs, ensuring alignment with agency growth objectives. * Partner with leadership to evaluate and prioritize new program opportunities. Customer Experience Design * Map and manage the end-to-end client journey, ensuring consistency, value, and quality at every touchpoint. * Develop client onboarding processes that set clear expectations and deliver a seamless first impression. * Standardize communications, reporting, and renewal processes to enhance transparency and client satisfaction. * Monitor and respond to client feedback, implementing continuous improvement initiatives. Operational Excellence * Create repeatable processes and workflows to deliver programs efficiently and at scale. * Collaborate with account managers to implement best practices in servicing niche clients. * Establish and track KPIs to measure program performance, client satisfaction, and retention. * Ensure compliance with all regulatory and licensing requirements. Collaboration & Growth Enablement * Work closely with producers to support business development efforts by presenting program value to prospects. * Collaborate with marketing resources to design program materials, case studies, and industry thought leadership. * Build and maintain relationships with carrier partners to negotiate enhanced program terms and strengthen offerings. * Mentor and train internal staff to deliver service aligned with the program's standards. Required Qualifications * Bachelor's degree in Business, Insurance, Risk Management, or equivalent experience. * Minimum 5 years of experience in insurance, program management, or related leadership role. * Strong understanding of commercial lines insurance. * Proven ability to design and implement operational processes and service models. * Strong leadership and interpersonal skills with the ability to influence across teams. * Analytical mindset with experience in KPI development, program measurement, and reporting. * Licensed in Property & Casualty (or must obtain in first 30 days of hire). Key Competencies * Strategic Thinking - Ability to anticipate client needs, market shifts, and competitive opportunities. * Operational Execution - Skilled in creating efficient processes and driving accountability. * Client-Centric Mindset - Commitment to building exceptional client experiences. * Collaboration & Influence - Effective at working across teams and with external partners. * Problem-Solving - Strong ability to resolve complex client and operational issues. What Success Looks Like * A clearly defined and operationalized program for small business clients with measurable client satisfaction improvements. * Documented, repeatable processes that streamline account management and client onboarding. * Strong client retention and revenue growth in niche programs. * Agency staff trained and aligned to deliver consistent, high-value client experience. * Carrier relationships leveraged to enhance program competitiveness. Job Type: Permanent Pay: $50,000.00 - $70,000.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Paid time off * Vision insurance Experience: * Commercial Insurance/Underwriting: 3 years (Preferred) Work Location: In person