Job Title: Property & Casualty Operations Manager / CL Senior Account Executive
Department: Commercial Lines and Personal Lines
Reports to: Agency President
FLSA Status: Exempt
Job Code: CL09MCLE
Summary Manages all activities related to operations of the Commercial Lines (CL) and Personal Lines (PL) departments 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 his/her 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 Commercial Lines.
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 Commercial Lines and 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 Commercial Lines and 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 CL and PL service operation.
Participates in the interview process for prospective CL and 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 implement 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.
Manages all CL and PL service staff and operations within the profit center. Is responsible for the overall direction, coordination, and evaluation of this unit, and may or may not have subordinate supervisory or team leader personnel, depending on the size of the staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor's degree (B. A.) from four-year College or university and more than six years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to calculate figures and amounts such as discounts, interest, and commissions.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
To perform this job successfully, an individual should have knowledge of Agency Management systems; Database software; Internet software; Spreadsheet software and Word Processing software.
Certificates, Licenses, Registrations
Valid insurance license.