Monitor productivity, efficiency, quality, and service standards
Promote IOA culture and support team engagement
Support ongoing staff training and development
Develop future branch operations leaders
Lead Account Management staff and provide coaching and guidance
Ensure compliance with HR policies and processes
Participate in hiring, interviewing, and onboarding
Deliver evaluations and maintain transparent communication with leadership
Assign and balance workloads to ensure service continuity
Implement and enforce processes and best practices
Monitor and interpret performance data and take action as needed
Maintain accurate data across agency and carrier systems
Manage an assigned book of business
Serve as a subject matter expert for coverage and service questions
Manage client relationships and support renewals and service needs
Oversee policy administration, placement, billing, claims support, and documentation of accuracy
Lead or support the full renewal and new business process
Deliver excellent service and proactively anticipate client needs
Stay updated on company policies and procedures
Demonstrate integrity and leadership

5 + years of industry experience; or 7+ years of sales, marketing or relationship management experience
Thorough knowledge of insurance brokerage and client needs
Required active licensing
Professional designations preferred
Strong analytical, problem-solving, and decision-making skills
Exceptional customer service, communication, multitasking, and organizational skills
Proficiency in MS Office (Outlook, Word, Excel)
High School Diploma (or equivalent)

Operations Supervisor – Commercial Insurance

Key skills