Insurance Agency Operations Manager

The Operations Manager at Wagley Agency Insurance Group has an expansive role in overseeing various administrative, financial, sales, and customer service aspects of the organization. With a focus on implementing procedures, the role of Operations Manager involves overseeing various aspects of the agency’s operations to ensure efficiency, productivity, and compliance.

Job duties include, but are not limited to, the following:

• Policy Development and Implementation: Develop, implement, and review operational policies and procedures, making sure they align with the company’s goals and objectives. Analyze existing procedures and identify areas for improvement. Propose and implement process enhancements to efficiency and effectiveness. --Establish, maintain, and implement processes and procedures involving marketing and new business in Hawksoft and InsuredMine platforms

• Department Coordination: Oversee and coordinate the operations of all departments including claims, underwriting, customer service and sales to ensure seamless and productive workflow -- Establish procedure guidelines and regularly monitor adherence to identify areas of concern and/or improvement -- Ensure operations are cross-functional and communication between departments is effectual

• Staff Management: Recruit, train, supervise and evaluate staff members; ensure that all staff members have the necessary resources to perform their duties effectively. Supervise and provide guidance, ensuring all staff members understand their roles and responsibilities. Foster a positive work culture and promote communication and teamwork.

• Strategic Planning: Assist in the development of the agency’s strategic plans for operational activity. Implement and manage operational plans. Promote business growth and development in all facets.

• Customer Service: Enhance the quality of customer service and the company’s reputation by resolving customer complaints promptly and maintaining strong relationships with clients. Collaborate with team members to ensure that procedures align with client needs and expectations.

• Compliance: Stay updated with relevant insurance industry regulations and ensure the agency’s procedures comply with all local, state, and federal laws, and legal requirements.

• Performance Analysis: Regularly monitor, analyze, and evaluate the effectiveness of implemented procedures. Identify necessary adjustments and modify to optimize outcomes. Set performance goals, supervise individual and team performance and conduct reviews.

• Risk Management: Identify, assess, and manage potential risks in procedures and implement strategies to mitigate them.

• Insurance Carrier Management: Manage relationships with carriers, ensuring the provision of quality products and services at a fair price. Maintain collaborative business relationships.

• Technology Integration: Oversee the implementation of new systems and technologies to improve the operational efficiency and productivity of the agency. Identify new opportunities for technology integration to streamline procedures and data management in Hawksoft and InsuredMine programs.

• Reporting: Prepare regular reports for upper management, outlining the agency’s operations and procedure-following and implementation. Summarize key performance metrics, including agency achievements and areas in need of improvement. Present insights and recommendations based on data analysis.

• Sales Support: Support the sales team by collaborating, establishing sales targets, tracking sales data, and developing strategic sales plans.

• Dispute Resolution: Step in to handle and resolve more complex disputes or complaints – with customers or staff – effectively and professionally. Develop and implement contingency plans to handle emergencies or unexpected disruptions in operations.

• Budget Management: Monitor expenditure related to procedure development initiatives. Ensure effective resource allocation and cost-effectiveness of the operations budget.

• Continuous Improvement: Promote a culture of continuous improvement within the agency, encouraging staff to identify and suggest areas of improvement across all Agency Operations. Optimize training opportunities to enhance the skills and knowledge of agents and staff. Keep abreast of industry trends, best practices, and emerging technologies to continuously enhance the agency’s operational capabilities.

Qualifications - Minimum 5 years of experience in Commercial Insurance