Manager, Business Operations & Logistics

SMS is a full-service insurance marketing organization (IMO) dedicated to helping independent insurance agents leverage time, make more money, and put their business in a position of distinction. With products and agents in all 50 states, SMS offers the industry's most complete IMO experience, supporting every facet of an agent's business—from a comprehensive senior product portfolio to technology, services, and marketing programs.

About the role

Responsible for overseeing operational day-to-day functions and activities for multiple departments. Ensures the business runs smoothly and efficiently, improves processes, and solves problems to reduce operational costs and ensure customer satisfaction. Provides immediate oversight for the building facility and security of staff and work areas.

Responsibilities

• Business Operations:
  • Leads new carrier onboarding activity, including communicating and coordinating system requirements with all internal business unit managers.
  • Tracks and oversees timely product launches, reviewing departmental readiness to meet target dates.
  • Makes final decision on (go/no-go) carrier launch.
  • Provides policy and operational leadership; assists with training of new hires as needed.
  • Oversees front office daily operations, including telephone system functions, supply orders, and compliant procedures for handling visitors, vendors, and applicants.
  • Coordinates monthly all-employee meetings and prepares phone reports for administration departments, presenting at Quarterly Managers meetings.
  • Makes decisions on purchases for the office and facility.
  • Establishes and maintains relationships with vendors providing services to office locations.
  • Develops, participates in, and coordinates training programs for current employees and new hires.
  • Arranges internal office moves and on-site/off-site meetings.
  • Works closely with all business units to ensure departments work in harmony and have the support needed to achieve strategic goals efficiently and cost-effectively.
• Workflow Optimization: Collaborates with business unit managers to optimize internal and agent-facing workflows and increase efficiency.
• Resource Allocation: Works with IT to communicate hardware and software upgrades and train staff, ensuring system functionality is maintained without major disruptions.
• Safety & Wellness:
  • Leads Safety and Wellness Committees by organizing and executing year-round activities, campaigns, and continuing education.
  • Ensures company compliance with local and federal regulations by conducting regular audits and refresher training.
• Staff Supervision:
  • Responsible for successful onboarding of administrative support team members.
  • Matches work needs to staff members with the correct skills.
  • Communicates with Marketing and Administrative Team Leaders to improve team or individual skills and assist with project needs (e.g., PowerPoint, Excel, Data Entry).
  • Directly supervises positions such as Front Desk Receptionists, Special Events Associate, Designated Executive and Administrative Associates, and Supply Distribution Team.
  • Additional supervisory responsibilities include hiring/terminating, disciplinary actions, assigning/checking work, planning/appraising job results, annual performance reviews, compensation recommendations, and coordinating scheduling needs.
• Event Coordination and Company Culture:
  • Coordinates "Welcome Wagon" and continued training as needed.
  • Assists outside event planner in coordinating and executing agent-facing events, such as the annual sales forum.
  • Leads coordination of all employee-facing events, such as the company picnic and holiday party.
  • Oversees special employee recognitions, including birthdays (handling gifts), milestone anniversaries (90-day, 1-year, 5-year, 10-year), professional designations, academic achievements, and personal milestones (e.g., birth of a baby, weddings, retirements).
• Facilities Management:
  • Leads Safety Committee and serves as the main emergency contact for the company.
  • Works with the Property Management company for all dispatched work requests.
  • Reviews and participates in adjustments to the scope of work related to bids, approval, or denial of solicited bids for major repairs and equipment replacement.
  • Provides direction on expectations for service and monitors/evaluates vendor performance to ensure satisfactory completion, quality, timeliness, and value.
  • Conducts regular inspections to identify maintenance and safety issues requiring resolution.
  • Recommends preventative, predictive, or strategic maintenance solutions for furniture, office, or building equipment.
  • Maintains overall facility management services to ensure maintenance of the facility, cleanliness of the grounds, and provision of associated services in compliance with applicable local laws, rules, and regulations.
• General Management:
  • Works collaboratively with fellow senior staff to advance the values and mission of Senior Market Sales by participating in and attending management and administration meetings.
  • Provides strategic, policy, and operational leadership.
• Special Projects:
  • Works collaboratively with fellow staff to advance the values and mission of Senior Market Sales by serving on relevant internal and external committees.
  • Assists with special projects/assignments as requested by management, such as departmental weekly reports (e.g., Long Term Care and Life Department reports) or special projects requiring special handling (e.g., license expirations or data audits with deadlines).
• Performs other duties as assigned by management.

This position is primarily in-office on a full-time basis. Some work-from-home/hybrid schedules may be coordinated on a limited basis. Availability to report to the office outside of core business hours for facility emergencies and safety issues is required. A company-issued phone and the ability to activate emergency protocols on demand are essential.

Requirements

• Bachelor's Degree or equivalent combination of education and experience.
• Five (5) or more years of experience with a minimum of three (3) years in insurance operations.
• Five (5) or more years of supervisory experience in insurance operations.
• Five (5) or more years of facility management experience.
• Five (5) or more years organizing and managing safety or wellness programs.

Skills

• Working knowledge of insurance services industries, including general industry procedures, practices, and terminology.
• Knowledge of insurance product lines and business processing functions, including insurance accounting practices, systems, technology, and related federal and state regulations.
• Knowledge of program and project management, including outcomes, quality assurance, and satisfaction measurement and interpretation.
• Knowledge of supervisory techniques to accomplish instruction, motivation, and training of personnel.
• Skill in supervising, motivating, and training staff.
• Skill in working effectively with other company departments, internal marketing staff, home office personnel, and agents.
• Skill in negotiating and problem-solving to resolve internal and external conflicts.
• Skill in using office equipment, including computers, fax machines, printers, scanners, and telephone systems.
• Proficient in time management, project management, organization, supervisory, and organizational leadership skills.
• Proficient computer skills (Microsoft Suite, MS Outlook Software preferred).
• Ability to communicate effectively, both orally and in writing, in a constructive manner.
• Ability to approach and communicate with a wide range of personalities professionally and courteously.
• Ability to remain patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations.
• Ability to engage in effective interpersonal interaction, verbal communication, and written communication.
• Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests.
• Ability to read, write, and communicate in English effectively.
• Ability to maintain all company policies, including confidentiality and safety policies.
• Ability to actively contribute to team efforts and work independently, exercising independent judgment and decision-making.
• Ability to demonstrate organizational leadership qualities and develop and foster trusting relationships.
• Strong verbal and written proficiency in English; bilingual (Spanish and English) preferred.
• Strong leadership and management skills.
• Strategic thinking and ability to drive change.
• Excellent communication and interpersonal skills.

Benefits

We are proud to provide comprehensive, high-quality employee programs to meet employees' needs now and in the future, including a very competitive financial package.