Operations Supervisor - Commercial Lines

Hybrid role: 1-2 days in office per week. Individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as needed. Remote work requires a dedicated, distraction-free workspace and is not a substitute for childcare, elder care, or other personal responsibilities during working hours.

About the Role

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

Responsibilities

• Monitor productivity, efficiency, quality, and service standards.
• Promote IOA culture and support team engagement.
• Support ongoing staff training and development.
• Develop future branch operations leaders through succession planning.
• Lead Account Management staff, providing coaching and guidance.
• Ensure compliance with HR policies and processes.
• Participate in recruitment, hiring, interviewing, and onboarding.
• Deliver performance evaluations and maintain transparent communication with leadership.
• Assign and balance workloads to ensure service continuity.
• Implement and enforce operational processes and best practices.
• Monitor and interpret performance data, taking action as needed.
• Maintain accurate data across agency and carrier systems.
• Manage an assigned book of business.
• Serve as a subject matter expert for coverage and service questions.
• Manage client relationships, supporting renewals and service needs.
• Oversee policy administration, placement, billing, claims support, and documentation accuracy.
• Lead or support the full renewal and new business process.
• Deliver excellent service and proactively anticipate client needs.
• Stay updated on company policies and procedures.
• Champion IOA values, demonstrating integrity and leadership.

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).

Benefits

• 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.
• Respectful culture and work/family life balance.
• Community service commitment.
• Supportive teammates and a rewarding work environment.

Pay

The expected pay range for this position is $105,000.00 - $115,000.00 per year, depending on experience, relevant skills, and geographic location.