Supervisor, Agency Operations & Project Management

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

The Supervisor, Agency Operations & Project Management will lead the agency and licensing teams and drive endtoend project management for high impact initiatives, including project scoping, planning, stakeholder alignment, execution, and operational improvement efforts. This role ensures frictionless agent onboarding, ongoing license compliance, scalable support operations, and high impact partner/product execution. It blends frontline supervision (WFM, production, quality) with strategic leadership (partner management, product enablement, cross-sell growth), grounded in data-driven decisions, compliance, and continuous improvement.

This role is responsible for translating strategy into measurable results across the agent lifecycle: onboarding, licensing/compliance, enablement, production, while improving cost-to-serve and the agent experience.

• Supervises Agency Support and Licensing teams; hires, coaches, develops, and manages performance management (quality, productivity, behaviors). Builds leadership bench via senior team members; enables cross training and role coverage to eliminate single points of failure. Fosters a high performance, compliancefirst culture with transparent goals, daily huddles, and continuous feedback.
• Forecasts volume/effort by channel and work types; partners with Finance and Human Resources for staffing plans. Ensures optimal scheduling to meet service level agreements (SLAs) while managing PTO, shrinkage, and training time. Monitors real-time performance through dashboards, intraday management, and action plans for variance. Tracks SLAs/KPIs (AHT, FTR, Backlog, QA, Utilization) and leads rootcause analysis and continuous improvement initiatives.
• Owns endtoend onboarding (intake, credentialing, appointments, tools access). Maintains rigorous licensing/appointments per state and product requirements; audit readiness at all times.
• Improves cycle time, firsttimeright rate, and digital automation for scale during peak seasons.
• Leads Lean/continuous improvement to simplify workflows, reduce handoffs, and digitize high volume tasks. Drives cross functional initiatives aligned to the distribution growth strategy (agent recruiting, enablement, crosssell). Collaborates with Technology/Procurement to enhance systems (CRM, licensing/appointment tools, WFM & BI) and manage change.
• Leads third party product portfolio execution (e.g., ACA / Level Funded), acting as Account Executive and product ambassador to sales/distribution. Evaluates/imports new contract product solutions, coordinates with Compliance, Underwriting, Marketing, and Technology for enablement. Governs partner SLAs, performance reviews, remediation plans, and commercial alignment with strategic goals.
• Owns daily/weekly/monthly production reporting across Support and Licensing; publishes scorecards & executive readouts. Uses analytics to identify bottlenecks and growth levers; quantifies ROI of initiatives (onboarding, partner programs). Maintains operational dashboards (volume, SLA, AHT, adherence, backlog, QA, exceptions, partner SLA performance).
• Ensures policy and regulatory adherence across all processes; implements SOPs, QC checks, and exception management. Proactively identifies, escalates, and remediates risks; maintains strong documentation and audit trails. Coordinates with Legal/Compliance on regulatory changes; communicates updates and training to the frontline.
• Performs other duties as assigned

• Bachelor's degree or equivalent education and experience directly related to the role may substitute for a degree.
• 7 years of progressive relevant experience.
• Minimum of three (3) years' working in a health insurance and/or operations role.

• Health Insurance License preferred.

• Strong supervisory skills, demonstrated record of achieving goals, promoting accountability and facilitating change across teams. Confident ability to drive tasks through to completion.
• Results-oriented, self-motivated and self-managed leader having ownership mentality.
• Strong business and financial acumen.
• In-depth knowledge of health insurance industry.
• Proficiency in licensing techniques, terminology, and procedures.
• Ability to communicate effectively with various stakeholders.
• Ability to conceptualize, achieve results.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

• We will provide the equipment you need…