World Insurance As
Company Overview
World Insurance Associates (“World”) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals. Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions. Position Summary
The Division Service Leader is responsible for leading, developing, and scaling service operations across multiple units within the Personal Lines division. This role provides strategic and operational leadership to Unit Leaders and Service Leaders, ensuring consistent execution of service delivery models, operational excellence, colleague development, and client experience across the division. This position partners closely with senior leadership to implement enterprise strategies, drive profitable growth, support acquisition integration, and ensure alignment with World’s operating model, workflows, and professional standards. The Division Service Leader is accountable for division-wide performance, talent strategy, and continuous improvement while fostering a collaborative, high-performance culture. Primary Responsibilities
Strategy, Business, & Financial Leadership
Partners with executive, divisional, and unit leadership to execute enterprise and divisional strategies
Leads division-wide implementation and monitoring of methods, processes, measurements, controls, and structure that drive profitable growth and operational efficiency
Establishes and drives utilization of KPIs and performance dashboards to measure results and inform decision-making
Provides regular updates on division performance, risks, opportunities, and key initiatives through established governance and meeting cadences
Ensures strategic objectives are effectively cascaded to Unit Leaders and service teams
Oversees workforce planning, including management of new and replacement hire requests across the division
Accountable for division-level billing accuracy, cash collections, and financial controls
Ensures integrity and consistency of key data elements across systems and locations
Supports acquisition onboarding and integration efforts, including service model alignment, colleague transition, and process adoption
Client Experience
Owns the Personal Lines client experience strategy and delivery model across the division
Ensures consistent quality, timeliness, and service standards across all units and locations
Partners with Unit Leaders and Producers to align service delivery with client expectations and growth objectives
Ensures service teams maintain disciplined adherence to established workflows, standard operating procedures, and professional excellence standards
Establishes and oversees division-wide new business and renewal planning cadences
Drives consistency in roles, responsibilities, and team structures across all Personal Lines locations
Acts as an escalation point for complex or at-risk client situations and ensures proactive resolution strategies
Ensures delivery of Client Service Plans and adherence to defined scopes of service
Builds strong partnerships with Shared Services to promote a “one team” culture and seamless client experience
Colleague Development & Leadership
Creates a high-performance, accountable culture focused on engagement, development, and results
Establishes a consistent evaluation and talent review cadence to assess leadership capabilities, competencies, and succession readiness
Identifies and supports leadership development opportunities through coaching, mentorship, and stretch assignments
Partners with recruiting to attract, assess, and retain top Personal Lines talent
Ensures onboarding, training, and ongoing education are delivered consistently across the division
Champions diversity, inclusion, and colleague mentorship initiatives
Leads change management efforts related to growth, acquisitions, process enhancements, and technology adoption
Serves as a subject matter expert in the advancement and implementation of new systems, workflows, and best practices
Placement & Carrier Strategy Support
Maintains strong knowledge of Personal Lines products, market trends, and carrier strategies
Builds and sustains senior-level relationships with carrier partners and intermediaries
Ensures placement processes meet quality, timeliness, and consistency standards across the division
Drives alignment with Personal Lines placement specialists and carrier engagement strategies
Oversees adherence to marketing protocols, timelines, and underwriting guidelines
Supports complex placement initiatives and escalations as needed
Ensures carrier insights and changes are communicated effectively to Unit Leaders and service teams
Executive Client & Operational Oversight
Provides strategic oversight for complex or high-value Personal Lines client relationships as needed
Partners with Producers and leadership on client strategy, retention, and growth initiatives
Ensures consistent standards for documentation, system accuracy, and workflow compliance
Oversees effective delegation and utilization of service, support, and shared services resources
Uses data and insights to identify trends, risks, and opportunities for improvement across the division
Position Specific Skills/Qualifications
10+ years of Personal Lines insurance experience with a comprehensive understanding of personal insurance coverages and service models
Demonstrated experience leading and developing leaders across multiple teams, locations, or units
Prior experience supporting or integrating acquisitions strongly preferred
Active state Property & Casualty insurance license required
Proven ability to drive operational excellence, change management, and scalable service models
Strong strategic, analytical, and financial acumen with the ability to interpret and act on performance metrics
Exceptional written, verbal, and interpersonal communication skills
Strong functional knowledge of Excel and Microsoft Office products
Ability to influence across levels, build trust, and partner effectively with internal and external stakeholders
Strong problem-solving, decision-making, and critical-thinking skills
Ability to operate effectively in a fast-paced, growth-oriented environment with a high degree of accountability
Physical Demands & Working Conditions
Physical Demands
Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally. Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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World Insurance Associates (“World”) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals. Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions. Position Summary
The Division Service Leader is responsible for leading, developing, and scaling service operations across multiple units within the Personal Lines division. This role provides strategic and operational leadership to Unit Leaders and Service Leaders, ensuring consistent execution of service delivery models, operational excellence, colleague development, and client experience across the division. This position partners closely with senior leadership to implement enterprise strategies, drive profitable growth, support acquisition integration, and ensure alignment with World’s operating model, workflows, and professional standards. The Division Service Leader is accountable for division-wide performance, talent strategy, and continuous improvement while fostering a collaborative, high-performance culture. Primary Responsibilities
Strategy, Business, & Financial Leadership
Partners with executive, divisional, and unit leadership to execute enterprise and divisional strategies
Leads division-wide implementation and monitoring of methods, processes, measurements, controls, and structure that drive profitable growth and operational efficiency
Establishes and drives utilization of KPIs and performance dashboards to measure results and inform decision-making
Provides regular updates on division performance, risks, opportunities, and key initiatives through established governance and meeting cadences
Ensures strategic objectives are effectively cascaded to Unit Leaders and service teams
Oversees workforce planning, including management of new and replacement hire requests across the division
Accountable for division-level billing accuracy, cash collections, and financial controls
Ensures integrity and consistency of key data elements across systems and locations
Supports acquisition onboarding and integration efforts, including service model alignment, colleague transition, and process adoption
Client Experience
Owns the Personal Lines client experience strategy and delivery model across the division
Ensures consistent quality, timeliness, and service standards across all units and locations
Partners with Unit Leaders and Producers to align service delivery with client expectations and growth objectives
Ensures service teams maintain disciplined adherence to established workflows, standard operating procedures, and professional excellence standards
Establishes and oversees division-wide new business and renewal planning cadences
Drives consistency in roles, responsibilities, and team structures across all Personal Lines locations
Acts as an escalation point for complex or at-risk client situations and ensures proactive resolution strategies
Ensures delivery of Client Service Plans and adherence to defined scopes of service
Builds strong partnerships with Shared Services to promote a “one team” culture and seamless client experience
Colleague Development & Leadership
Creates a high-performance, accountable culture focused on engagement, development, and results
Establishes a consistent evaluation and talent review cadence to assess leadership capabilities, competencies, and succession readiness
Identifies and supports leadership development opportunities through coaching, mentorship, and stretch assignments
Partners with recruiting to attract, assess, and retain top Personal Lines talent
Ensures onboarding, training, and ongoing education are delivered consistently across the division
Champions diversity, inclusion, and colleague mentorship initiatives
Leads change management efforts related to growth, acquisitions, process enhancements, and technology adoption
Serves as a subject matter expert in the advancement and implementation of new systems, workflows, and best practices
Placement & Carrier Strategy Support
Maintains strong knowledge of Personal Lines products, market trends, and carrier strategies
Builds and sustains senior-level relationships with carrier partners and intermediaries
Ensures placement processes meet quality, timeliness, and consistency standards across the division
Drives alignment with Personal Lines placement specialists and carrier engagement strategies
Oversees adherence to marketing protocols, timelines, and underwriting guidelines
Supports complex placement initiatives and escalations as needed
Ensures carrier insights and changes are communicated effectively to Unit Leaders and service teams
Executive Client & Operational Oversight
Provides strategic oversight for complex or high-value Personal Lines client relationships as needed
Partners with Producers and leadership on client strategy, retention, and growth initiatives
Ensures consistent standards for documentation, system accuracy, and workflow compliance
Oversees effective delegation and utilization of service, support, and shared services resources
Uses data and insights to identify trends, risks, and opportunities for improvement across the division
Position Specific Skills/Qualifications
10+ years of Personal Lines insurance experience with a comprehensive understanding of personal insurance coverages and service models
Demonstrated experience leading and developing leaders across multiple teams, locations, or units
Prior experience supporting or integrating acquisitions strongly preferred
Active state Property & Casualty insurance license required
Proven ability to drive operational excellence, change management, and scalable service models
Strong strategic, analytical, and financial acumen with the ability to interpret and act on performance metrics
Exceptional written, verbal, and interpersonal communication skills
Strong functional knowledge of Excel and Microsoft Office products
Ability to influence across levels, build trust, and partner effectively with internal and external stakeholders
Strong problem-solving, decision-making, and critical-thinking skills
Ability to operate effectively in a fast-paced, growth-oriented environment with a high degree of accountability
Physical Demands & Working Conditions
Physical Demands
Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally. Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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