Operations Manager - Central Support Services - TX - Dallas - 31694 - USI Insurance

Job Details

Locations

TX - Dallas

Job ID

31694

Description and Requirements

Position Title: Operations Manager

Department: Wholesale / MGA Operations

Reports to: Wholesale and MGA Executive Leader

Job Code: EAR115

Last Updated: February 2026

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General Description: Responsible for managing the operational activities of the Centralized Support Services (CSS) team. Achieve profitability and ensure consistent standards of service are met.

Responsibilities:

• Lead day‑to‑day support operations, ensuring consistent delivery of service levels, quality, accuracy, and turnaround time.

• Manage and develop a high‑performing team through hiring, onboarding, coaching, performance management, and succession planning.

• Establish and monitor productivity standards, workload distribution, and capacity planning to effectively manage volume and backlog.

• Own service level agreements (SLAs) and key performance indicators (KPIs); analyze results and drive corrective actions as needed.

• Conduct quality audits and reviews to ensure compliance with procedures, best practices, and regulatory requirements.

• Serve as an escalation point and subject matter expert for complex service, operational, and client‑impacting issues.

• Produce and review monthly operational reporting, including performance metrics, quality results, open items, and trends.

• Lead operational onboarding for new services, initiatives, and process changes, ensuring team readiness and execution.

• Partner with Wholesale, MGA, and cross‑functional leaders to align service delivery with business, profit, and growth objectives.

• Foster a service‑oriented, accountable team culture and effective interdepartmental communication.

• Participate as a member of the operations leadership team, contributing to continuous improvement and strategic initiatives.

Knowledge, Skills, and Abilities:

• 5+ years of related experience or equivalent combination of education and experience.

• College degree preferred.

• For direct client service/underwriting, Property & Casualty and/or appropriate business licensure is required.

• Experience in Wholesale and MGA preferred.

• Proficient knowledge of accounting/financial cost controls and budgets.

• Proven customer service and customer relations skills.

• Proficiency with Microsoft Office suite.

• Proven analytical, organizational, interpersonal, and communication skills.

• System familiarity with AIM and ImageRight preferred.

Physical Demands:

Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone - headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of job include walking, sitting, standing, bending, and typing.

Analysis of Physical Demands:

• Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.

• Frequently (34%-66% of time) work performed requires employees to handle and grasp things, walk on normal surfaces, stand, and bend.

• Occasionally (1%-33% of time) work performed requires employees to drive/travel to other offices have repetitive foot movements, walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.

• Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/turning including reaching over shoulder or above head, kneeling or squatting.

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USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.