Insurance Operations Manager

Responsibilities

• Manage day-to-day agency operations, including workflow across both personal and commercial lines teams
• Lead hiring, onboarding, offboarding, and general HR/company communications
• Document and enforce standard operating procedures, and help build out an employee handbook
• Manage vendor and carrier relationships, including meeting with carriers and organizing renewal/meeting conditions
• Oversee agency technology platforms, including the management system and phone system, and serve as the point of contact with the IT provider
• Lead cross-selling initiatives and project-manage growth programs across the agency
• Enhance the overall customer experience in support of the agency's 90%+ client retention
• Act as a vocal, culture-driving leader who can rally the team and run consistent, regular team meetings
• Coach staff, address performance issues directly, and hold the team accountable to standards
• Serve as a liaison between the agency and its clients, assisting with prospect calls as needed to free up the owner for revenue generation
• Track and report on book-of-business performance and measure agency processes to drive results

Requirements

• Have experience in project management, insurance agency operations, or agency management
• Be knowledgeable and confident, with the ability to build rapport and respect across a mixed team of tenured and newer staff
• Be comfortable with technology and open to exploring new tools, including AI, to improve execution
• Have strong communication skills, including the ability to have hard conversations when needed
• Be curious and motivated, with a genuine openness to new approaches rather than "this is how we've always done it"
• Be willing to work on-site