Operations Supervisor- Commercial Insurance (Remote)

About the role

The Operations Supervisor – Commercial Lines is responsible for direct leadership and day-to-day oversight of Account Management staff within the branch. This includes guiding team performance, ensuring compliance with established processes and procedures, maintaining service excellence, supporting staff development, and strengthening operational efficiency. Additionally, this role serves as a senior-level resource for complex client service needs and manages an assigned book of business.

Responsibilities

• Maintain service excellence and promote IOA culture.
• Lead Account Management staff and provide coaching and guidance.
• Ensure compliance with HR policies and processes.
• Manage an assigned book of business.
• Oversee policy administration, placement, billing, claims support, and documentation of accuracy.
• Deliver excellent service and proactively anticipate client needs.
• Manage client relationships and support renewals and service needs.
• Serve as a subject matter expert for coverage and service questions.
• Implement and enforce processes and best practices.
• Monitor and interpret performance data and take action as needed.
• Manage workflow and workload to ensure service continuity.
• Participate in hiring, interviewing, and onboarding.
• Deliver evaluations and maintain transparent communication with leadership.
• Monitor productivity, efficiency, quality, and service standards.
• Support ongoing staff training and development.
• Develop future branch operations leaders.
• Manage and balance workloads to ensure service continuity.
• Provide technical support for coverage and service questions.
• Stay updated on company policies and procedures.
• Champion IOA values.

Qualifications

• 5+ years of industry experience; or 7+ years of sales, marketing or relationship management experience.
• Thorough knowledge of insurance brokerage and client needs.
• Required active licensing.
• Professional designations preferred.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional customer service, communication, multitasking, and organizational skills.
• Proficiency in MS Office (Outlook, Word, Excel).
• High School Diploma (or equivalent).

What We Offer

• Competitive salaries and bonus potential.
• Company-paid health insurance.
• Paid holidays, vacations, and sick time.
• 401K with employer match.
• Professional growth and career progression opportunities.
• A respectful culture and work/family life balance.
• A supportive team and a rewarding work environment.

Salary Range

The expected pay range for this position is 70-90K annually, depending on experience, relevant skills, and geographic location.