VP Insurance Sales & Servicing Performance

Overview

We are seeking a motivated and experienced VP, Insurance Sales & Servicing Performance to lead, mentor, and grow our team of licensed insurance sales and servicing agents. This role combines sales and servicing leadership, data driven performance management, and deep knowledge of the insurance industry to ensure team performance, regulatory compliance, strong carrier relationships, and customer satisfaction.

The VP, Insurance Sales & Servicing Performance plays a pivotal role in meeting our sales and servicing goals. They are responsible for managing 6-12 team managers, who will each manage a team of 10-15 call center based, licensed insurance sales or servicing agents.  Performance in this role will be evaluated based on success in meeting our sales targets, customer retention targets, and growth volume targets, as well as providing insurance coverage to our portfolio of homeowners.

In this position, you will be at the forefront of our call center team's success. We are looking for a candidate with a strong background in high-performance call center sales and service, outstanding leadership abilities, and a genuine commitment to delivering exceptional customer experience.

This is a fully remote position with a pay range of 140-182K and includes annual targe bonus incentives. 

Responsibilities

Sales Strategy & Execution:

• Set and monitor team sales targets, KPIs, and productivity metrics.
• Take a data-driven approach to continuously improving the performance of the sales team and the efficiency of the call center model.
• Design and maintain sales incentive and compensation programs that reward the right behaviors, including conversion, quality, compliance, and retention.
• Develop and execute strategies to increase sales volumes and market share.
• Collaborate with marketing to capture leads, evaluate quality of leads, and strengthen brand presence.

Servicing and Account Growth Strategy & Execution

• Set and monitor performance of servicing and account growth teams, including cross-sell KPIs, customer retention success, and premium growth
• Work closely with marketing team to support campaigns to drive customer retention
• Closely monitoring staffing, capacity, and agent performance to ensure optimization of agent time and value-add activities

Leadership & Management:

• Provide ongoing coaching, performance evaluations, and support to drive individual and team sales goals.
• Work with Team Managers to identify needs of individual agents and teams and ensure appropriate support and coaching is provided.
• Lead, recruit, hire, train, and develop high-performing teams of insurance agents.
• Foster a positive, high-performance culture focused on integrity, customer service, and data-driven results.
• Manage call center costs and efficiency to drive down costs per contact, costs per sale, etc.

Compliance & Process Oversight:

• Ensure all managers and agents adhere to company policies, insurance regulations, and compliance standards.
• Engage with Workforce Management analyst to ensure sustainable processes are in place for staffing, capacity management, and PTO and training planning
• Work closely with technology, sales, and processing teams to ensure a smooth sales process and effective renewal process.
• Stay updated on industry trends, carrier products and appetite, and regulatory changes.

Client & Carrier Relationship Management:

• Support team and agents in building and maintaining strong carrier relationships, including tracking metrics to ensure high performance with each of our carrier partners.
• Resolve complex client issues and escalate when necessary to ensure a positive customer experience.

Technology & Reporting

• Prepare and present regular reports on team performance and sales trends for the benefit of the team and senior management.
• Leverage technology and data analytics tools to optimize sales processes and enhance customer engagement. Encourage the team to embrace innovative tools and techniques to improve efficiency and effectiveness in sales efforts.
• Support AI pilots and new launches, including monitoring impact and progress

Qualifications

• Bachelor's degree in Business Administration, Finance, Insurance, or a related field, or an equivalent combination of education and relevant professional experience.
• 10+ years of progressive experience in call center operations, insurance sales, customer servicing, or related business operations, including at least 5 years in a leadership capacity.
• Demonstrated experience leading large-scale, high-volume sales and servicing operations, including direct oversight of managers and accountability for organizational performance.
• Proven track record of achieving sales, customer retention, operational efficiency, and customer service objectives in a performance-driven environment.
• Strong leadership capabilities, including experience developing managers, building high-performing teams, managing performance, and driving accountability across multiple teams.
• Demonstrated ability to develop and execute operational strategies that support business growth, customer retention, and continuous improvement.
• Strong analytical and financial acumen, with experience managing budgets, evaluating operational performance, optimizing resources, and leveraging data to drive business decisions.
• Experience establishing and monitoring key performance indicators (KPIs), productivity metrics, quality standards, and performance improvement initiatives.
• Knowledge of regulatory compliance requirements, quality assurance practices, and risk management within a regulated sales or servicing environment.
• Strong communication, relationship management, and influencing skills, with the ability to collaborate effectively with senior leadership and cross-functional business partners.
• Experience utilizing contact center technologies, CRM platforms, workforce management tools, and performance reporting systems to drive operational effectiveness.

Preferred Qualifications

• Extensive leadership experience within the property and casualty insurance industry, including licensed insurance sales, servicing operations, and customer retention strategies.
• Experience overseeing national or geographically dispersed call center operations with multiple layers of management.
• Active Property and Casualty insurance license or relevant industry certifications.
• Experience managing insurance carrier relationships, evaluating carrier performance, and supporting strategic partnerships.
• Demonstrated experience designing or optimizing sales incentive and compensation programs to align performance, customer outcomes, and compliance objectives.
• Experience leading large-scale organizational transformation, technology implementations, or operational process improvements.
• Familiarity with AI-enabled solutions, automation, advanced analytics, and emerging technologies to improve sales effectiveness, operational efficiency, and customer experience.
• Advanced degree in Business Administration, Finance, Insurance, or a related discipline.
• Experience supporting strategic workforce planning, leadership succession planning, and organizational development initiatives within a high-growth environment.

Certifications, Licenses, and/or Registration 

• Resident State Property & Casualty General Lines Agent License preferred

Physical Demands and Work Environment

The job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment. There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling. Lifting and moving objects up to 10 pounds is a regular part of the role. Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary.

Additionally, the employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps. If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.

EEOC

Lakeview Household Insurance Solutions is an Equal Employment Opportunity employer.  All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.