Commercial Lines Operations Manager

Role, Function & Position summaryProvide management of talent and workflow procedures for the non-select commercial lines customer service teams in the Eau Claire and Wausau regions, fostering an environment that provides an exceptional and collaborative customer service experience, and drives operational excellence in performance and quality throughout the region.Major Accountabilities:Assist in the development of strategies to accomplish and support the Commercial Lines department's business plan objectivesCreate, maintain, and update agency policies and procedures throughout the Commercial Lines departmentOversee the audit of customer service workflows/policies and organize resources to accommodate workflow and improve operational efficiencies and procedures.Lead integration/implementation of any/all new business opportunities into Commercial Lines department, including processes, staffing, technology updates, etc.Ensure high levels of customer satisfaction and service experiences by improving on-going service plan delivery methods to maintain high retention rates within departmentManages non-select commercial lines team leaders and staff and oversees overall employee performance, performing monthly reviews on goal attainment and development direction.Participates in decisions involving disciplinary and corrective action. Provides career pathing and succession planning for team leaders and direct reports.Provide technical expertise to Commercial Lines staff, including transition/workflows within agency management systemImplement and monitor the training of the Commercial Lines service and marketing staffParticipate in the selection of new Commercial Lines service and marketing staffCarry out the Commercial Lines department's action planStay informed regarding insurance technical knowledge, market trends, agency automation, company information, and other operating techniques.Qualifications:Bachelor's degree with 2-5 years of management experience is required.Property & Casualty licenses are required.Must have a positive "can-do" attitude, possess a passion for insurance, be a student of the business plan and be a self-starter who regularly demonstrates initiative.Ability to manage a dynamic team in a growing company.Identify knowledge, skills and abilities on the team and assess job duties accordingly.Promote team development and accountability.Must have the ability to identify and research problems, review materials for accuracy and to summarize policies for customers.Other requirements include effective oral and written communication skills, and proficiency in Microsoft Word, Excel, Power Point, and Outlook.