Operations Manager - Commercial Agency Division
Property & Casualty Insurance
The ideal candidate will be responsible for the leadership, development and supervision of the Producer Unit, and Select and Tech Team (Supervisor/Unit) in the sales and service of potential and existing client policies. Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the agencies objectives and procedures. Accountable to build and maintain strong relationships with team members and producers. Support client retention and new prospect opportunities for the purpose of improving and growing the Unit. Responsible for the management of employees through setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports. Management of employees includes: interviewing, hiring, training, career development, performance reviews, performance improvement plans, and terminations. Provide supervision to all unit employees for selling, processing and servicing of our client’s insurance needs. Maintain a work environment that allows us to attract and retain the highest caliber of employees. Maintain an efficient Department operation that meets or exceeds sales, retention and service goals. Establish education and career paths for all Commercial Lines staff. Provide hands-on assistance, training, and mentorship support to team members to enhance their personal professional development and success Set, track and monitor individual and department goals. Conduct effective performance reviews and monthly progress updates. Foster team behavior and a sales-oriented department culture. Promote account rounding and cross-sell/referral opportunities. Review account retention with Account Managers and ensure adherence to retention goals; achieve agency retention goals regarding percentage of retained business through proactive measures. Lead departmental meetings with respect to market conditions, competitors, product updates and/or client servicing. Conduct monthly renewal meetings with all Commercial Account Managers and production staff. Ensure team members are addressing renewals in a timely manner. Participates in presentations to prospects and clients, as necessary in support of new business and client retention, providing in-depth knowledge in regards to operations activities. Support Department employees on client and prospect calls by providing training, scripts and assistance. Coordinate Producer Unit’s interaction with other departments. Motivate team and validate methods by making sales and developing client relationships . Review and track activities of employees to ensure service standards are being met. Produce and monitor various monthly reports to ensure all policies have been renewed in a timely manner, invoicing is completed in accordance with Best Practices, review team members open items, workloads and backlog. Actively develop and administer workflow procedures. Conduct regular quality audits to monitor compliance with standardized procedures, confirm quality of work and recommend process improvements. Contribute to enhancement of agency processes and procedures, including, but not limited to, taking initiative to drive continuous improvement in client service offerings, Epic Workflows, system documentation, and paper and electronic records management. Be familiar with and follow agency E & O guidelines. Minimize risk of financial loss due to errors and/or omissions.
Valid Property/Casualty/Life/Health Lines Licenses, as applicable. Bachelor’s Degree preferred. 7-10+ years Commercial account management / processing experience with agency or risk management department required. 3 - 5 Years supervisory experience preferred. Hold an industry designation such as ARM, CIC, CPCU. In depth knowledge of agency management system functionality, workflow procedures, underwriting, sales and service processes. Basic computer aptitude and skills, including proficiency with Microsoft Office Suite (Word, Excel, Outlook and Power Point). Experience with Applied Systems Epic.
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