Supervisor Agency Systems

About the role

The Supervisor, Agency Systems at Horace Mann leads the support, administration, and continuous improvement of agent-facing technology platforms. This role bridges the gap between agents, operations, and IT, ensuring exceptional user experience and aligning with business objectives.

Responsibilities

• Lead, coach, and develop the Agency Systems team to ensure exceptional support and service delivery to agents.
• Establish priorities, monitor team performance, and ensure resources are aligned to meet business needs.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Oversee the operation and administration of agent application systems, including:
• Electronic Application (E-App)
• Online Application System (OAS)
• NTAREP (Agent Portal)
• Future company-sponsored agent technologies
• Serve as a primary resource for system functionality, troubleshooting, and process guidance.
• Ensure systems support business objectives while delivering a positive agent experience.
• Act as the primary liaison between Agency Operations and Information Technology for system maintenance, enhancements, and strategic improvements.
• Participate in meetings with IT teams to discuss technology updates, system functionality, and future development priorities.
• Support testing, implementation, and adoption of new technology solutions.
• Identify opportunities to improve system efficiency, usability, and agent satisfaction.
• Create, maintain, and deliver training materials for agency systems and related technologies.
• Develop resources that support successful agent onboarding, training, and ongoing technology adoption.
• Ensure documentation remains current and reflects system updates and enhancements.
• Provide guidance and support for the NTAREP website and related resources.
• Create, maintain, and analyze reports related to system utilization, performance, and agent engagement.
• Provide insights and recommendations to leadership regarding system improvements and user adoption trends.

Qualifications & Experience

• High School Diploma or GED.
• 5+ years of experience supporting agent application systems, agency operations, or agent relations.
• Demonstrated leadership, coaching, and team development experience.
• Strong understanding of agent-facing technology platforms and business processes.
• Experience working collaboratively with Information Technology teams and business stakeholders.

Skills & Competencies

• Leadership & Relationship Management: Strong leadership and team development skills; ability to build productive relationships across departments and stakeholder groups; customer-focused mindset with a commitment to supporting agents and business partners.
• Technical & Analytical Skills: Strong aptitude for learning and supporting technology solutions; ability to analyze data and develop meaningful reports; experience troubleshooting system issues and supporting technology implementations.
• Communication & Training: Excellent written and verbal communication skills; ability to explain technical concepts to diverse audiences; strong presentation and training capabilities.
• Organization & Execution: Effective project coordination and prioritization skills; ability to manage multiple initiatives and deadlines simultaneously; strong attention to detail and follow-through.

Additional Information

• Remote work opportunity.
• Normal office environment.
• Ability to lift up to 10 pounds.
• Periodic travel may be required.

Pay

Salary Range: $57,500.00 - $79,100.00/annually
Salary is commensurate to experience, location, etc.