Operations Manager

JOB DESCRIPTION

Job Description:

The Operations Manager will, in partnership with the leadership team, manage the daily operations of our Premier Operations teams.

Work directly with Operations leadership team to continually enhance and develop staff customer service skills while creating efficiencies to improve service and productivity.Provide recommendations to Operations management on process improvements and staffing allocations.

Provide leadership and guidance to further develop the knowledge, quality, productivity, and customer service skills of the staff.

Manage and develop relationships with Premier Underwriting team and with agents.

Manage in office and remote staff who handle phone queues and email inventory to ensure quality and timely servicing of our Premier clients.

Responsibilities include:


* Responsible for all aspects of the operation service experience for Premier business, collaborating with Operations Leadership team and Underwriters to improve support services.


* Oversee the development and implementation of branch strategies, goals, and objectives in support of Operations profitability and growth initiatives.


* Reporting to the department manager, you will work directly with all supervisors, leadership team, underwriters and marketing to establish and continually improve upon the delivery of support services.


* Work in conjunction with department manager and leaders to determine operational costs, assisting with the implementation and monitoring of staffing and expenses.


* Forecast and strategically plan for future business needs by developing/analyzing reports and making recommendations to implement best practices to ensure proper staffing allocations.


* Provide leadership, coaching, development, and feedback to your team including two Supervisors and support staff by encouraging them to reach their full potential and service as a role model for staff.


* Provide technical expertise regarding specific question, issues, or projects.

Guide the development and implementation of solutions/improvements and effectively removes obstacles.


* Initiate proposals to management regarding the improvement in the quality and/or efficiency of the functions performed within the department.


* Provide vision, direction, and establish goals and development plans.

Administer performance reviews for direct reports and provide ongoing feedback regarding performance.


* Actively participate in training and development programs as needed.

Drive cross-training initiative by partnering with our trainers and mapping out a comprehensive training plan.


* Responsible for responding to and implementing workflows to ad hoc requests for information from all business partners (underwriting/marketing), special projects, and assisting other units.


* Be a Change Management Champion - Participate as a leader, resource, or member of high complexity and/or high visibility project teams, local and ente...