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Regional Director of Operations - Commercial Lines (Los Angeles, San Francisco, Sacramento, Irvine CA)


CA - Los Angeles

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About USI

USI is an Insurance Brokerage and Consulting firm that delivers property and casualty, employee benefits, personal risk, program and retirement solutions to large risk management clients, middle market companies, smaller firms and individuals. We are a leading national middle market broker with over $2 billion in revenue and have uniquely invested in tools and resources to aid our associates in their success. USI has more than 8,000+ dedicated and innovative professionals in approximately 200 offices. USI has become a premier insurance brokerage and consulting firm by leveraging the USI ONE Advantage®, an interactive platform that integrates proprietary and innovative client solutions, networked local resources and expertise, and enterprise-wide collaboration to deliver customized results with positive, bottom line impact. USI attracts best-in-class industry talent with a long history of deep and continuing investment in our local communities. For more information, visit

General Description:  

Due to growth, we're seeking a talented and experienced Operations professional to join our West Region Leadership Team. This individual can be base in our Los Angeles, San Francisco, Sacramento (Rancho Cordova) or Irvine offices. This Leader is responsible for managing and leading the operational activities of the Region 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.


  • Responsible for building and maintaining strong service teams in assigned region, including; interviewing, hiring, training, and development of operations staff.
  • Work with Practice Leaders to achieve divisional goals regarding percentage of retained business through proactive measures.
  • Lead P&C Operations department in development and successful completion of individual and departmental goals.
  • Provide Region and OpCos with regular updates on operational performance, taking corrective action as necessary.
  • Working with Practice Leaders to promote account rounding and cross-sell/referral opportunities.
  • Work with OpCo Leaders identifying areas of improvement, creating efficiencies and improving client service delivery.
  • Responsible for management of staff within USI metrics and blueprint.
  • Work with other Regional Leaders in preparation of revenue and expense budget and monitor budget to ensure compliance with profit and growth objectives.
  • Monitor Stewardship initiatives – client meetings, client meetings, peer reviews, monthly reporting.
  • Oversee Regional initiatives such as; Carrier/Wholesalerbook consolidations, ongoing segmentation efforts, new technology implementation, etc..
  • Attend regularly scheduled Commercial Lines Operations Leaders calls and meetings and communicate information on new and existing initiatives to staff.
  • Manage operational integration of new acquisitions within the Region.
  • 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.
  • Expertise in understanding the USI ONE Advantage and Stewardship process.
  • Monitor adherence to service standards through Key Performance Indicator (KPI) reporting.
  • Take necessary action to resolve issues.
  • Foster team collaboration and a sales-oriented department culture.
  • Responsible for the management of employees through performance reviews, goal setting, performance improvement plans, organizing coverage for staffing shortages, department issues, recording time and attendance and approval of expense reports.

Knowledge, Skills and Abilities:

  • College degree preferred, but not required.
  • In depth knowledge of agency management system functionality, workflow procedures, 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, and 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 balance multiple high priority projects simultaneously.
  • Strong organizational awareness and ability to build/leverage relationships internally.
  • Ability to build strong teams where a variety of skills are put to “highest and best use”
  • 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.
  • Comfortable speaking in front of large groups.


Job ID:


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Notice to Recruiters and Agencies regarding unsolicited resumes or candidate submissions without prior express written approval.
Resumes submitted or candidates referred to USI Insurance Services by any external recruiter or recruitment agency by any means (including but not limited to via Internet, e-mail, fax, U.S. mail and/or verbal communications) without a properly executed written contract for a specified position by an authorized member of the Talent Acquisition team become the property of USI Insurance Services. The Company will not be responsible for, or owe any fees associated with, referrals of those candidates and/or for submission of any information, including resumes, associated with individuals.

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