Job Overview:
We are seeking a dynamic Operations Manager to oversee our client's daily business operations and support the sales and service teams. This role is essential for managing operational tasks and ensuring seamless processes, allowing leadership to focus on strategic initiatives. The ideal candidate will have a strong background in the insurance industry and demonstrated experience in team management, operational oversight, and performance analysis.
Key Responsibilities:
Sales and Service Team Performance
- Drive new business growth by monitoring and reporting on month-over-month growth percentages.
- Track customer retention rates and develop strategies to enhance client loyalty.
- Analyze and report on the close ratio of deals to leads/proposals.
Payroll and Commission Management
- Ensure accuracy in payroll and commission processing with minimal errors.
- Consistently meet payroll deadlines, maintaining on-time processing.
CRM Implementation & Usage
- Monitor CRM adoption rates and ensure active team engagement with the system.
- Conduct regular audits of CRM data for accuracy, including leads, clients, and opportunities.
- Improve lead follow-up time by streamlining processes from lead creation to initial outreach.
Administrative Oversight
- Ensure commission statements are completed and reviewed by established deadlines.
- Conduct system audits for compliance, documentation, and proper usage.
Team Management
- Conduct regular employee performance reviews and coaching sessions.
- Monitor team satisfaction and turnover rates, implementing strategies to enhance morale and productivity.
Qualifications:
Industry Experience
- 3-5 years of experience in the insurance industry, particularly in operations, account management, or compliance.
- Familiarity with personal and commercial lines, including knowledge of commissions, compliance, and customer service nuances.
Management and Leadership
- Proven experience managing sales or service teams, with a focus on goal-setting and performance evaluation.
- Strong operational oversight skills within a small-to-mid-sized business context.
Technical Proficiency
- Hands-on experience with CRM systems and experience in their implementation and optimization.
- Familiarity with agency management systems such as Nexsure, Epic, AMS360, or Hawksoft, with auditing capabilities.
Analytical and Strategic Skills
- Proficient in tracking KPIs and generating reports to enhance team and operational performance.
- Background in process improvement and operational efficiency.
Soft Skills
- Strong communication and leadership skills, effective at all organizational levels.
- Proactive problem-solver with a focus on driving workflow improvements.
- Client-centric mindset with a strong commitment to client satisfaction and retention.
FORTIS Resource Partners provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
