Agency Operations Manager

Job Description
Agency Operations Manager
Position Overview

The Agency Operations Manager is responsible for overseeing the day-to-day operations of the insurance agency, ensuring processes run smoothly and efficiently. This role serves as the bridge between leadership, staff, and carriers-driving operational excellence, compliance, and team performance while supporting growth initiatives.
Key Responsibilities

Operations & Process Management

• Oversee daily workflow and ensure service standards are met across all departments (personal lines, commercial lines, producers, CSRs).
• Implement and maintain agency procedures, policies, and compliance protocols.
• Manage relationships with carriers, vendors, and technology partners.
• Monitor and optimize use of agency management system (AMS
  360).

Leadership & Team Development

• Supervise and support account managers, CSRs, and administrative staff.
• Conduct regular performance reviews, set goals, and provide coaching.
• Support recruiting, onboarding, and training of new staff.
• Foster a positive, collaborative agency culture aligned with company values.

Financial & Business Support

• Monitor revenue, expenses, and profitability metrics.
• Support the Principal with budget planning and growth strategies.
• Analyze reports on retention, new business, and cross-sell opportunities.
• Assist with audits and ensure accurate documentation for compliance.

Client & Carrier Relations

• Handle escalated client service issues, ensuring timely resolution.
• Strengthen carrier relationships and maintain compliance with carrier guidelines.
• Partner with producers and account staff to improve client retention and service delivery.

Qualifications

• Bachelor's degree in Business, Management, or related field preferred (or equivalent work experience).
• 5+ years of insurance agency experience (Property & Casualty required; Life/Health a plus).
• Strong knowledge of personal and commercial lines operations.
• Proven leadership experience with ability to manage and mentor a team.
• Proficiency in agency management systems (Epic, AMS
  360, Hawk Soft, etc.).
• Strong organizational, problem-solving, and communication skills.
• Current P&C license required.

Compensation & Benefits

• Competitive salary
• Performance-based bonus opportunities
• Health, dental, and vision insurance
• 401(k) with employer match
• Paid time off and holidays
• Professional development and continuing education support

Why Join Us?

This is a key leadership role within a growing agency, offering the opportunity to shape operations, mentor a team, and directly impact the success and efficiency of the business. If you're a strategic thinker with a passion for insurance and team leadership, we'd love to hear from you.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.

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