Personal Lines Program Manager

Apply Description The New Business Broker serves as Franklin Madison's subject matter expert for the personal lines quoting, placement, and implementation experience. This role is responsible for working with newly acquired clients after the sale to ensure a seamless onboarding experience, successful policy placement, and optimization of the end-to-end quoting process. This role combines licensed insurance expertise, operational execution, and process improvement. the New Business Broker will leverage Franklin Madison's multi-carrier quoting platform to obtain and evaluate coverage options, place business with carrier partners, and drive continuous improvements to workflows, technology integrations, and customer experiences. This position serves as the bridge between sales, operations, technology, carrier partners, and clients—ensuring that every new customer is successfully implemented, quoted efficiently, and placed with the appropriate carrier while helping shape the future state of Franklin Madison's Personal Lines distribution model. Responsibilities: Client Implementation & Onboarding Take ownership of clients following the sales process and manage the transition from sale to implementation. Guide customers through onboarding, information gathering, and policy setup activities. Ensure all required documentation, disclosures, and compliance requirements are completed accurately and timely. Serve as the primary point of contact throughout implementation until policies are successfully issued. Multi-Carrier Quoting & Policy Placement Utilize Franklin Madison's multi-carrier quoting platform to generate, compare, and present insurance solutions. Evaluate carrier options based on customer needs, underwriting requirements, pricing, and coverage considerations. Bind and place business with approved carrier partners in accordance with licensing requirements and carrier guidelines. Maintain a strong understanding of carrier appetite, product offerings, underwriting criteria, and service standards. Quoting Experience Ownership Act as the organization's subject matter expert for the personal lines quoting experience. Develop deep knowledge of system functionality, workflows, integrations, and user experiences. Identify bottlenecks, process gaps, and opportunities to improve quote conversion, cycle times, and customer satisfaction. Partner with technology, operations, and carrier teams to enhance quoting tools and workflows. Process Improvement & Operational Excellence Document and maintain standard operating procedures for quoting, placement, and onboarding activities. Recommend and implement workflow improvements that increase efficiency and scalability. Assist in defining business requirements for system enhancements and technology integrations. Monitor operational metrics and provide feedback on process performance and customer outcomes. Cross-Functional Collaboration Partner closely with Sales to ensure a smooth handoff from prospect acquisition to implementation. Work with carrier partners to resolve underwriting, placement, and policy issuance issues. Collaborate with Product, Technology, Compliance, and Operations teams to improve customer experiences and operational effectiveness. Support training initiatives related to quoting tools, workflows, and carrier capabilities. What Success Looks Like: First 90 Days Becomes proficient in Franklin Madison's quoting platform and carrier portfolio. Successfully manages client implementations independently. Documents core quoting and onboarding workflows. Identifies and recommends initial process improvements. First Year Recognized as the internal SME for the personal lines quoting experience. Helps improve quote-to-bind conversion and implementation efficiency. Partners with technology teams to enhance platform functionality and user workflows. Contributes to a scalable onboarding and placement model that supports the growth of Franklin Madison's Personal Lines business. Requirements Active Property & Casualty insurance license. 3+ years of personal lines insurance experience in an agency, brokerage, MGA, carrier, or insurtech environment. Experience utilizing comparative rating or multi-carrier quoting platforms. Knowledge of personal lines products including auto, homeowners, renters, umbrella, and related coverages. Understanding of insurance placement, underwriting requirements, and policy issuance processes. Strong organizational skills with the ability to manage multiple client implementations simultaneously. Excellent verbal and written communication skills. Ability to analyze workflows and recommend process improvements. Preferred Experience with digital insurance platforms or insurtech solutions. Experience gathering business requirements and participating in technology implementations. Familiarity with affinity, financial institution, or partnership-based insurance distribution models. Experience training users and serving as a functional subject matter expert.