Insurance Operations Manager
Company Confidential
Company:
The company is a well-established, family-owned insurance agency in the greater Rochester, NY area, in business for over 100 years with an even 50/50 mix of personal and commercial lines. The agency is growing, has a close-knit team culture, and has recently remodeled their offices.
Job Description:
Are you a knowledgeable, hands-on operations leader who enjoys building processes, coaching a team, and being the "go-to" person in a growing organization? The company is looking for a full-time Operations Manager to take day-to-day management off the owner's plate so they can focus on production and revenue growth. This role blends operations, HR, vendor/technology management, and project management, with real opportunity to shape how the agency runs.
Responsibilities: The candidate will:
- Manage day-to-day agency operations, including workflow across both personal and commercial lines teams
- Lead hiring, onboarding, offboarding, and general HR/company communications
- Document and enforce standard operating procedures, and help build out an employee handbook
- Manage vendor and carrier relationships, including meeting with carriers and organizing renewal/meeting conditions
- Oversee agency technology platforms, including the management system and phone system, and serve as the point of contact with the IT provider
- Lead cross-selling initiatives and project-manage growth programs across the agency
- Enhance the overall customer experience in support of the agency's 90%+ client retention
- Act as a vocal, culture-driving leader who can rally the team and run consistent, regular team meetings
- Coach staff, address performance issues directly, and hold the team accountable to standards
- Support servicing of some accounts and assist with prospect calls as needed to free up the owner for revenue generation
- Track and report on book-of-business performance and measure agency processes to drive results
Requirements
Requirements: The candidate must:
- Have experience in project management, insurance agency operations, or agency management
- Be knowledgeable and confident, with the ability to build rapport and respect across a mixed team of tenured and newer staff
- Be comfortable with technology and open to exploring new tools, including AI, to improve execution
- Have strong communication skills, including the ability to have hard conversations when needed
- Be curious and motivated, with a genuine openness to new approaches rather than "this is how we've always done it"
- Be willing to work on-site
Preferred Experience:
- Experience managing carrier or vendor relationships, or servicing insurance accounts
- Background supporting HR, handbooks, or general office administration (no accounting or payroll experience required)