Job Description: Manages all activities related to operations of the Personal Lines (PL) Department within the profit center by performing the following duties personally or through subordinate supervisors. Depending on the structure of the department, Managers may also perform other duties such as those of an Account Executive or Marketing Manager.
The Manager will support the sales function of the profit center by leading and developing the service team, including mentoring, coaching, and motivating its personnel, continuously looking to improve the client service experience and the workflows associated with delivering excellent customer service both within the profit center and as a contributor to the continuous improvement of processes throughout the Agency.
The Manager will take strategic direction from the Agency President, but will strive to keep the Agency President out of the day to day duties associated with managing a service department so that the Agency President can concentrate efforts on sales and the development of the sales team.
The Manager will receive support, training, and assistance in developing plans for continuous improvement through corporate Personal Lines.
Job Requirements: Essential Duties and Responsibilities include the following. Other duties may be assigned. May handle a book of business, or have other duties within the service team, and the duties and responsibilities for that position will also apply. Other duties may be directly performed by the Manager, or may be performed though Team Leaders where appropriate due to the size of the office. Analyzes and organizes office operations and procedures. Creates and manages department structure and enhances process improvements. Drives efficiencies. Standardizes processes and procedures. Promotes quality improvement initiatives. Researches and develops resources that create timely and efficient workflow for various support teams. Contributes effectively to the Personal Lines operations team which consists of all of the Managers and Corporate Operations personnel whose responsibility is to continuously seek to improve the customer service experience, the support of the sales effort, and best practices workflows for the entire Personal Lines operation. Assists service staff with problem solving. Prepares annual evaluations for service staff. Solves personnel problems, resolves conflicts, and addresses complaints within the PL service operation. Participates in the interview process for prospective PL service employees and coordinates with Human Resources to assure that the applicant participates in all other appropriate interviews and receives the appropriate pre-employment test, if required. Makes recommendation to the Agency President regarding the selection of a candidate for employment. Administers the training program for new hires in the service staff positions. This includes training on office equipment, internal procedures, Agency Management Systems and general insurance coverage knowledge. Tailors training to new and current employees in order to address skill and knowledge needs through individual mentoring, small group, or classroom training. Assesses each service employee’s need for further training, sets up goals and implements a plan for them to achieve those goals. Evaluates profit center staff workloads and makes adjustments as necessary. Maintain workflows for employees who are on vacation or leave. Assists staff during times of heavy work volume.Qualifications: Valid 220 insurance license Minimum of 3 years personal lines insurance sales Minimum of 3 years personal lines customer service Minimum of 3 years experience managing processes and people Experience and knowledge of comparative rating software Experience and knowledge of Management Systems: EZlynz, AMS360 or similar platforms Experience with new business development Knowledge and experience with multiple home and auto insurance carriersOur client offers an extremely competitive salary and excellent benefits are offered. Health, dental, vision, life, disability insurances, 401(k), PTO program and paid holidays. Certificates, Licenses, Registrations Valid 220 insurance license REQUIRED.
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