First MainStreet Insurance, LC Hiring for Operations Leader at Des Moines, Iowa, United States, Full Time

POSITION TITLE : Operations Leader DATE : January 2024

S TO : Director of Operations DEPARTMENT : FMSI

CLASSIFICATION : Exempt EEO Classification : Professionals

POSITION SUMMARY :

The Operations Leader is responsible for managing the day-to-day operations of the designated service personnel to ensure exceptional client experience, encourage a collaborative environment and serve as a resource to your team and agency locations.

Serve as an Account Manager for assigned contacts, maintain relationships with our valued clients by helping them with their insurance protection needs.

Serve as primary contact for assigned clients, work to understand their needs and to deliver exceptional service to them.

The Operations Leader will be an integral part of an exceptional, resourceful and collaborative High-Performance Team (HPT) here at First Mainstreet Insurance.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

Team Manager Functions

• Manage service personnel activities to ensure timely completion of tasks in line with FMSI agency standards, workflows and client experience expectations.
• Hold team accountable to meeting renewal service timelines and regular HPT meetings.
• Oversee and assist service personnel within assigned agency locations with training and learning new skills, including onboarding of new hires.
• As appropriate work with FMSI leadership on distribution of workload maintaining best practices (Books Managed – PL Acct Mgrs.

200K -250K in Revenue and Comm Acct Manager 250K 500K in Revenue)

• Manage schedules in the office to ensure office is open during standard business hours, and we have appropriate coverage.
• Work with FMSI leadership should you need assistance in coverage or phone lines managed.
• Deploy initiatives from FMSI leadership at the agency level.
• Approve PTO and time away for designated service personnel.
• Regularly communicate with each team member, promoting and encouraging a positive team atmosphere; address team issues promptly, maintain a file of documentation for each employee, give appropriate feedback, counseling and conduct monthly 1 : 1 meetings.
• Regularly visit locations where team members are assigned to create connection and promote a collaborative team environment
• Host regular team huddles for assigned team members
• Assist with Quarterly Team Huddles and participate in other meetings as scheduled.
• Work with local office personnel on marketing ideas and plans.
• If facility updates or changes are necessary, work with FMSI leadership for approval and plan for moving forward.

Account Manager Functions

• Develop and nurture strong relationships with assigned clients, serving as their trusted advisor and primary point of contact regarding their insurance policies
• Regularly communicate with clients to proactively address concerns, gather feedback and identify opportunities for account growth
• Manage assigned client accounts and ensure all deadlines are met
• Manage and information from client to ensure we are assisting to minimize exposures
• Monitor client satisfaction levels and take proactive measures to ensure high levels of account retention
• Market new business and / or renewal business, at times in conjunction with a Risk Advisor
• Manage all account work in our agency management system (EPIC) to ensure all data is accurate
• Seek and develop opportunities to increase knowledge of insurance industry trends and market conditions
• Embrace the resources provided to become efficient in managing the assigned book of business
• Maintain confidentiality of client and carrier information
• Perform other duties, as assigned, appropriate to the position

EDUCATION & EXPERIENCE

• A minimum of 3 years work experience with Personal and / or Commercial Insurance
• Demonstrated ability as an Account Manager
• Customer service experience is required; prior supervisory experience is preferred
• Insurance licensing required
• Proficiency in Microsoft Office; specifically intermediate Word, Excel and Outlook skills, along with basic PowerPoint skills

SKILLS & COMPETENCIES

• Ability to operate in a fast-paced, energetic environment
• Strong and professional verbal and written communication skills
• Excellent organizational and planning skills must be able to manage projects and time independently
• Ability to manage and coordinate heavy and uneven workload
• Ability to manage multiple assignments and projects
• Knowledge of insurance terms and documents
• Ability to analyze and interpret insurance data
• Self-motivated and results oriented

PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate verbally and to listen for instructions and information.

The employee is also required to sit for long periods of time often in front of a computer monitor and operate a computer keyboard.

The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

Summary : This job description is intended to describe the normal level of work required by the person performing the work.

The essential job functions outlined are primary duties and responsibilities. Other duties may be assigned as needs arise or as required.

This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

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