Operations Manager

Job Summary

Manages directly Personal and Commercial Lines Manager, Claims Representatives, Administrative Personnel. Manages indirectly Personal Lines and Commercial Lines Account Managers, Technical Assistants and Marketers/Placers. Develop training for the agency's management system. Train new and existing employees and monitor work for procedure compliance and to identify ongoing training needs. Assists agency staff in the efficient use of all computers related products. Troubleshoots any and all system, network and communication problems.

Reports To: President

Position Responsibilities:

• Insurance Operations Manager will coordinate and monitor all internal procedures, working with the Controller to coordinate systems-related procedures.
• Develop and deliver all training for departmental workflow as it relates to automation by using the department's procedure manual.
• Insurance Operations Manager will serve as a coordinator between sales/servicing functions and serve as a technical advisor to agency personal.
• Act as a troubleshooter on account problems and agency procedural issues.
• Insurance Operations Manager will coordinate holidays, vacations, and sick days.
• Handle dead file management.
• Insurance Operations Manager will pursue a program for personal and professional development.
• Set-up and operation of peripheral equipment.
• Insurance Operations Manager will update various software applications as need. Install automation system upgrades on a timely basis.
• Make recommendations for hardware and software purchases.
• Insurance Operations Manager responsible for maintenance and implementation of Disaster Recovery plan.
• Backing up and archiving all systems on a regular basis.
• Insurance Operations Manager responsible for system security including, but not limited to, creating and maintain user profiles and assigning new personal security codes and access to appropriate system areas.
• Restoration of system files, if it fails.
• Insurance Operations Manager responsible for maintenance and general operation of the network and adjust configuration of the systems and network.
• Recruit, select and train, personnel under direct supervision.
• Schedule and coordinate ongoing training sessions in all offices.
• Periodically monitor integrity of data within agency's automation system.
• Administer personal policies, procedures, benefits and consoling.
• Develop and deliver all training for departmental workflow as it relates to automation by using the departments procedure manual.
• Work with external consultants, vendors and insurance carrier representatives to select training programs and resources.
• Evaluate trainees during initial training and perform follow up evaluations with mentors.
• Provide feedback to management on the process of classes and trainees.
• Stay on top of current products and service offerings and update materials as needed.
• Maintain knowledge of agency's automation system as well as all departmental workflow procedures.
• Act as an internal consultant to Insurance Services supervisors and management for individual, departmental and organizational performance/training issues.
• Provide technical support to agency staff in their use of all hardware and software within the agency.
• Monitor workloads and make personnel adjustments as necessary.
• Revise training materials to conform to new or changing operational directives.
• Provide computer training for staff.
• Monitor continuing education requirements for licensed personnel.
• Monitor renewals; handle unattached mail, and review and sign checks.

Job Qualifications:

• College degree necessary and some graduate work in management desirable.
• Should have at least ten years of work experience in the industry.
• Should have an in-depth knowledge of the operations of an insurance agency and account handling in technical insurance areas.
• Must have excellent management skills with demonstrated skills for effective communication both verbal and written with the ability to influence others.
• Must have a high level of organizational ability and a high degree of respect for confidentiality.
• Must hold (or is actively pursuing) professional designation and must hold state property-casualty insurance agent's license.
• Must possess knowledge of various computer systems, ongoing technology changes in the insurance industry.
• Must possess knowledge of various computer systems, ongoing technology changes in the insurance industry.