Position Overview: We are seeking a highly organized, technology-savvy, and experienced Agency Operations Manager to oversee day-to-day operations across multiple departments within the agency. This leadership role is responsible for driving operational excellence, ensuring regulatory compliance, optimizing agency technology, and fostering a positive and productive work environment. The ideal candidate will have a strong background in insurance agency operations, HR, accounting, and client relations.
Key Responsibilities:
1. Agency Automation and Technology Management
Collaborate with IT vendors to resolve technical issues and ensure seamless daily operations.
Maintain compliance with Office of Insurance Regulation (OIR) requirements and implement regulatory changes as needed.
Manage technology setup for new hires, including email, software, and system access.
2. Human Resources and Compliance Management
Maintain and regularly update the HR manual to reflect current labor laws, insurance regulations, and company policies.
Enforce compliance procedures across Personal Lines (PL) and Commercial Lines (CL) operations.
Promote a culture of accountability and adherence to company standards.
3. Accounting and Financial Operations
Oversee financial activities including agency billing, bill payments, payroll, accounts receivable, commissions, and time-off tracking.
Ensure accurate and timely payroll processing and reconcile financial records.
Train staff on financial procedures to ensure consistency and compliance.
4. Commercial Lines Large Account Oversight
Manage and support the agency’s top 25 revenue-generating commercial accounts.
Conduct quarterly audits, safety/loss control reviews, and claims assistance to ensure high client satisfaction.
Partner with Account Managers to resolve complex or high-priority issues efficiently.
5. Agency Management System (AMS) Optimization
Maintain and improve the Agency Management System to ensure data integrity and optimal performance.
Generate and review key reports, including retention metrics for PL and CL, for leadership review.
Ensure all team members are fully trained on the AMS system.
6. Client Relations and Issue Resolution
Serve as the escalation point for complex client issues beyond the Account Management team’s scope.
Resolve client complaints and disruptions with professionalism and urgency.
Lead initiatives aimed at improving client retention and satisfaction.
7. Staff Oversight and Workflow Management
Supervise both Personal and Commercial Lines service teams to ensure adherence to agency standards and workflows.
Monitor service metrics and implement improvements to drive efficiency and quality.
8. Sales Team Training and Development
Train and mentor Personal Lines and Small Commercial sales producers.
Support development efforts to improve sales effectiveness and client acquisition strategies.
Qualifications:
5+ years of experience in insurance agency operations or a related field.
Strong knowledge of Personal and Commercial Lines insurance practices.
Familiarity with Agency Management Systems (AMS), accounting processes, and HR best practices.
Excellent leadership, communication, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficient in MS Office Suite and other agency technology platforms.
Benefits: Full benefits, 401k, all the goodies
To Apply: Submit your resume and a brief cover letter detailing your relevant experience and why you’d be a great fit for this role to johanna.frazier@gogpac.com or call 839-238-8227
All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.
