POSITION MISSION: Lead the agency’s daily operations, strategic initiatives, and customer experience functions. Plays a key role in ensuring the agency operates efficiently, complies with regulations, and achieves its business objectives in meeting the needs of our customers.
POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Agency Leadership:
- Lead and manage the agency team, including the Customer Experience and Rockingham Insurance Service Agency (RISA) groups.
- Develop and implement business plans and budgets for customer experience initiatives and overall agency operations.
- Foster a positive, high-performance culture within the agency.
- Customer Experience Management:
- Manage and enhance customer experience initiatives, including tracking and analyzing customer satisfaction data such as Net Promoter Score (NPS) and Customer Experience Score.
- Develop policies and procedures to improve customer satisfaction, reporting results to senior management.
- Collaborate with all organizational units to support their objectives and ensure that consumer/agent expectations are met.
- Budgeting and Financial Management:
- Oversee the efficient budgeting of RISA, staff, and cost centers in collaboration with the Finance department and the insurance company leadership.
- Ensure appropriate levels of operating revenue for the agency.
- Monitor financial performance and adjust strategies as needed to meet financial goals.
- Partnership Integration:
- Oversee the integration of new agency partnerships into the agency's operations and culture.
- Facilitate the alignment of new partnerships with existing processes, ensuring smooth transitions and maximizing the benefits of new collaborations.
- Work with relevant teams to implement partnership agreements and address any integration challenges.
- Interdepartmental Liaison:
- Serve as a liaison to internal departments to coordinate policies and procedures, ensuring accurate communication and compliance with internal and external stakeholders.
- Collaborate with IT and other departments to address governance issues, complete testing, and ensure accurate implementation of systems.
- Strategic Planning and Reporting:
- Participate in strategic planning, goal setting, budgeting, and tactical implementation to meet corporate objectives.
- Analyze, develop, and introduce customer and agency support initiatives aimed at improving organizational productivity and team member professional development.
- Report on customer satisfaction and operational efficiency metrics to senior management.
- Staffing and Performance Management:
- Develop staffing models for current and future workflows to ensure efficiency and optimal staffing levels.
- Evaluate staff performance relative to established standards and provide constructive feedback to support their growth and development.
- Ensure all activities and work output comply with laws, regulations, and company procedures, updating process and procedure documentation as necessary.
- Continuous Improvement and Technology Adoption:
- Maintain awareness of advanced technology developments and promote the adoption of system improvements.
- Drive efficiencies in product and service delivery, managing costs while meeting consumer/agent expectations.
- Compliance and Documentation:
- Ensure all agency activities are compliant with applicable laws, regulations, and company standards.
- Update and maintain process and procedure documentation as regulations and business needs evolve.
OTHER DUTIES
- Other duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES:
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.
- Ability to do strategic planning, goal setting, and budgeting.
- Exhibits ability to promptly identify critical issues, analyze facts, and make decisive and sound decisions to resolve issues
- Stay aware of changes in the external environment and adjusts internal practices as needed
QUALIFICATIONS:
- Bachelor’s degree in business administration, insurance, or similar field of study preferred
- 5-7 years of insurance operations experience
- In-depth knowledge of insurance products, regulatory compliance, and financial management
- Call center experience dealing directly with customers and agencies strongly preferred
- Proficiency in agency management systems, customer satisfaction tools, and Microsoft Office Suite
- Valid driver’s license
COMPETENCIES
- Critical Thinking
- Communication
- Confidentiality
- Multi-tasking
- Interpersonal skills
- Problem Solving
- Adaptability
- Financial Acumen
- Customer Centric Focus
PHYSICAL DEMANDS:
Please note, this position description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
- Position routinely uses standard office equipment such as computers and phones
- Position can be fully remote with occasional travel to corporate offices, attending conferences, or visiting agency locations.
- Flexibility in daily work times is allowed (40-hour standard work week), with occasional evening or weekend work may be required.