Business Insurance Operations Manager

Position Description

Position Title: Business Insurance Operations Manager

Department: Commercial Lines

Reports to: Director of Operations



A proven people manager able to create a work environment, training and development, technology, and tools that fosters employee growth for a team 20-25 talented insurance account managers. This role is to help strengthen the teams cohesion, enhance workflows and collaboration and manage department objectives and satisfaction.


Minimum of 15 years of relevant work experience, including 5+ years in managing a large department of 15 or more direct reports. Knowledge and education in developing career ladders, professional development resources, and formal training procedures. Preferred candidate has commercial insurance experience. Must be able to secure a Vermont Commercial Insurance license that will be paid for by Hickok & Boardman.

Essential Responsibilities

•Supervise business insurance account managers and associates, monitoring staff performance and ensuring workflows, productivity and efficiency standards are met
•Participate in new employee selection and relevant hiring process, and develop performance plans for employee evaluations
•Facilitate communication between Account Managers and Sales team for effective collaboration to optimize client satisfaction
•Become proficient in current business insurance workflow, agency software, and other operations to establish a plan and culture for continuous improvement
•20 hours of company-paid CPE on a biannual basis to stay up-to-date on the rapidly changing insurance marketplace.
•Display a high degree of emotional maturity in handling service escalations and friction during difficult situations
•Represent the department at annual company meetings and solicit feedback from staff relative to Account Managers and operations.
•Oversee training program and professional development needs for staff, construct CE program and career path roadmap.

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