Title: Director of OperationsReports to: President & Principal BrokerPosition OverviewThe Director of Operations oversees all aspects of the Personal and Business Insurance departments. This role focuses on optimizing internal processes and supporting the sales team to enhance customer satisfaction and retention.
Key ResponsibilitiesOperations & Team Leadership- Lead, develop, and manage the Personal and Business Insurance teams, including training, performance management, developing and executing underwriting strategies, improving quality, service standards, and operational workflows.
- Establish, track, and report on departmental goals and key performance indicators
- Provide technical expertise to producers and staff, including client needs analysis and coverage recommendations
- Build and maintain strong relationships with insurance carriers
- Act as a liaison between producers and carriers to resolve complex or escalated issues
- Address and resolve escalated client complaints and concerns
- Stay current on industry trends, products, legislation, and technology
- Communicate effectively across teams to support business objectives
Qualifications and Attributes- Strong working knowledge of personal and commercial insurance, rating, and underwriting
- Proven leadership, organizational, and time-management skills
- Commitment to continuous improvement and high performance standards.
- Strong decision-making and problem-solving abilities.
- Ability to manage conflict and resolve issues effectively.
- Detail oriented with strong communication skills.
