Associate Director, Agency Accounts

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The Associate Director, Agency Account Operations is a senior leadership role that will report to William Kinkead, Associate VP, Brokerage Sales. You will be responsible for overseeing the operational performance, execution discipline, and service excellence of IFG's External Field Agency channel. This leader drives scalable operational infrastructure that supports profitable growth, enhances partner experience, and ensures disciplined execution across IFG's agency portfolio.

Reporting into senior sales leadership, this role leads a team of Regional Account Executives (RAEs) who serve as the primary operational contacts for IFG's agency partners. The Associate Director ensures that agency relationships are operationally sound, compliant, efficient, and positioned to deliver sustainable revenue performance.

This position sits at the intersection of Sales, Operations, Compliance, Carrier Relations, and Marketing, ensuring that IFG's agency partnerships are executed with precision and aligned to enterprise growth objectives.

• Lead, coach, and develop a team of Regional Account Executives responsible for the daily operational management of IFG's agency partners.
• Establish clear performance standards, service-level expectations, and accountability metrics for RAEs.
• Create scalable processes that support agency onboarding, contracting, credentialing, reporting, issue resolution, and ongoing operational management.
• Drive consistency in partner communication, execution cadence, and service delivery across all regions.

Oversee the full operational lifecycle of IFG's agency partners, including:

• Onboarding and activation processes
• Carrier contracting coordination and readiness tracking
• Systems access and technology enablement
• Production reporting and reconciliation
• Commission alignment and escalation management
• Compliance adherence and documentation integrity
• Ongoing operational performance reviews

Ensure agencies are operationally optimized to maximize productivity while maintaining regulatory and contractual standards.

Serve as the operational bridge between external agency partners and internal functional teams:

• Carrier Relations:
  Ensure agencies are properly aligned with carrier requirements, appointment processes, and performance expectations.
• Compliance:
  Maintain disciplined oversight of regulatory adherence, audit readiness, and corrective action processes.
• Operations & Finance:
  Partner on reporting accuracy, commission integrity, CTM alignment, and operational efficiency.
• Marketing & Sales Leadership:
  Ensure agencies are properly supported with materials, messaging, and execution timelines.

Drive resolution of complex escalations, remove friction in partner operations, and continuously improve the agency experience.

• Develop and implement operational KPIs to measure agency health, responsiveness, compliance posture, and execution effectiveness.
• Analyze trends in production quality, operational bottlenecks, and partner performance.
• Deliver structured reporting and executive-level summaries highlighting operational risks, opportunities, and partner segmentation insights.
• Drive continuous improvement initiatives to enhance efficiency, reduce friction, and improve partner satisfaction.

• Design and refine operational playbooks for agency account management.
• Implement standardized workflows to reduce variability across regions.
• Identify technology enhancements and automation opportunities to improve scalability.
• Support enterprise initiatives aimed at improving retention, accretion, and quality enrollment outcomes.

• Build a high-performing team culture centered on accountability, responsiveness, and service excellence.
• Provide structured coaching, professional development planning, and succession strategy for RAEs.
• Establish operational rhythms (QBRs, weekly business reviews, performance dashboards) that…