Commercial Lines - Operations Manager

General Description:  Responsible for managing the operational activities of the Commercial Lines Department in order to achieve profitability and ensure consistent standards of sales, service and professionalism as defined by USI’s Best Practices, Core Values and Risk Management Quality Control standards

Responsibilities:

• Manage department staff including: hiring, training, career development, performance reviews and performance improvement plans.
• Establish education and career paths for all Commercial Lines staff.
• Review account retention with Account Managers and ensure adherence to retention goals; achieve agency retention goals regarding percentage of retained business through proactive measures.
• Promote account rounding and cross-sell/referral opportunities.
• Conduct effective performance reviews and aid in setting measurable goals.
• Work with OpCo President and/or COO to ensure compliance with profit and growth objectives set by management.
• Act as liaison between Commercial staff and insurance company personnel, building and maintaining positive agency/company relationships.
• Conduct monthly renewal meetings with all Commercial Account Managers and production staff.
• 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.
• Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the objectives and procedures based on USI Core Values and Standards.
• Contribute information and ideas during strategy meetings.
• Ensure team members are addressing renewals in a timely manner.
• Monitor adherence to service standards through Key Performance Indicator (KPI) reporting.
• 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.
• Take necessary action to resolve issues.
• Perform periodic quality audits, when necessary.
• Foster team behavior and a sales-oriented department culture.
• Responsible for the management of employees through performance reviews, performance improvement plans, setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports.
• Other projects or duties, as needed.

Knowledge, Skills and Abilities:

• College degree preferred, but not required.
• In depth knowledge of agency management system functionality, workflow procedures, underwriting, sales and service processes.
• Must hold state Property & Casualty insurance license or willing to obtain one within an agreed upon timeframe.
• Hold an industry designation such as ARM, CIC, CPCU or expected to further industry knowledge through courses with intent to pursue an industry designation.
• Ability to plan and instruct staff members on information appropriate to their job responsibilities
• Ability to handle difficult behavior and conflict and bring to a timely resolution
• Ability to creatively and proactively problem solve.
• Knowledge of Sagitta/ImageRight preferred, but not required.
• Ability to work in a fast paced environment with minimal instruction and a high degree of accuracy.
• Sets priorities and manages work flow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Ability to work in a team environment.
• Keep informed regarding industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance.
• Interact with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the company.