This role leads teams in multiple locations across the country and reports to the SVP, Head of Agency Services, PRS Operations.   The teams are primarily responsible for handling our independent agents’ quotes, new lines, and endorsements, as well as general service inquiries for Recreational Marine and NC Risks.    

The Leader of these groups provides strategic and transformative direction that will enable the team to deliver a superior customer experience. The role is accountable for driving business improvements, developing and executing goals that enhance technology and operating models, and ensuring effective daily management of inventory and services levels.  The Leader will play a crucial role in driving results and continuous improvement while maintaining a focus on delivering an exceptional customer experience.

Key Responsibilities Include:  

Serve as a business partner to agents and internal teams to resolve issues effectively. Utilize data, metrics, and market trends to inform strategies, workload estimates, and staffing for initiatives. Lead strategic projects by defining requirements, engaging staff, and leveraging digital trends. Foster a culture of accountability, collaboration, and quality service within the team. Collaborate with management to recruit, onboard, train, and develop staff to achieve high-performance levels. Develop and implement efficient training programs that enhance service quality while reducing training time. Manage budgets and resources, including operational expenses and vendor relationships. Drive efficiencies in inventory and productivity to exceed service goals. Adopt creative approaches to managing workloads and achieving quality objectives. Oversee quality improvement initiatives through trend monitoring and coaching programs. Manage vendor relationships and technology to enhance business processes and offerings. Measure, track, analyze, and report on quality and service metrics to leadership and partners. Ensure proactive oversight of operations, addressing potential issues with data-driven solutions

Competencies:  

Transformation Agent: Proven track record of success in transformative initiatives, preferably as a critical stakeholder of development, management, and execution    Change Management:  Ability to lead through change through comprehension of the business vision and strategy, along with development and execution of tactical objectives   Dashboard and Process Management Skills: Ability to conduct operational assessments and operating model optimization reviews; experience managing budget targets, operational expertise in creating efficiencies in workflow and process, and measuring and tracking performance to goal.    Talent Management: Successful maintenance of a professional and inclusive work environment that encourages performance excellence, collaboration, productivity and staff retention.     Relationship Management: Ability to influence key operational/technology decisions through personal integrity, expertise, and business acumen   Communication Skills: Ability to articulate and communicate customer service strategies and workflows to a wide variety of constituents internally and externally.     

Education & Experience  

Bachelor’s degree required   10+ years of industry and business optimization experience specific to personal insurance solutions     Proven track record of delivering on commitments and driving towards positive outcomes