CL Regional Operations Manager

General Description: Responsible for managing 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.

Responsibilities:

• Participate, as needed, in interviewing, hiring, training, and development of operations staff.
• Working with PL's Review Region's account retention on a monthly basis, ensure adherence to retention goals, achieve agency goals regarding percentage of retained business through proactive measures.
• Lead departments in development and successful completion of individual and departmental goals.
• Provide Region and OpCos with regular updates on operational performance, takes corrective action as necessary.
• Working with PL's Promote account rounding and cross-sell/referral opportunities.
• Working with Team Leaders and local manager conduct effective performance reviews and aid in setting measurable goals.
• Work with OpCo Leaders identifying areas of improvement, create efficiencies and improve margins.
• Responsible for management of staff within USI metrics and blueprint.
• Work with President and Chief Financial Officer in preparation of revenue and expense budget and monitor budget to ensure compliance with profit and growth objectives set by management.
• Monitor Stewardship initiative -- client meetings, client meetings, peer reviews, monthly reporting.
• Oversee Regional initiatives -- Carrier/Wholesaler book consolidations, Small Business Hub, movement of business to service centers, Patra, 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.
• Maintain quality control of renewal expirations, avoid any lapse in coverage. Ensure team members are addressing renewals in a timely manner.
• 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.
• Monitor adherence to service standards through Key Performance Indicator (KPI) reporting.
• Identify, plan and resolve routine department coverage and workload issues. Take necessary action to resolve issues.
• Develop effective interdepartmental communication strategies. Foster team behavior and a sales-oriented department culture.
• Responsible for the management of employees through performance reviews, performance improvement plans, organizing coverage for staffing shortages, department issues, recording time and attendance and approval of expense reports.

Knowledge, Skills and Abilities:

• 10 years experience in Commercial Property & Casualty Insurance Agency along with comprehensive understanding of all Property & Casualty insurance coverages, underwriting and rating concepts.
• High School Graduate. College degree preferred, but not required.
• Prior managerial experience required. Ability to manage others effectively.
• 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, 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 handle difficult behavior and conflict and bring to a timely resolution
• Ability to creatively and proactively problem solve.
• Ability to carry out complex tasks with many concrete and abstract variables.
• Must be comfortable with internet based programs as well as knowledge of Microsoft office products. 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.
• Maintain a cordial and effective relationship with clients, co-workers, carriers, vendors and other business contacts. Ability to work in a team environment.
• Keep informed regarding industry information, new product information, legislation, coverage's 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.