Job Description:Title: Operations Supervisor - Commercial LinesHybrid: 1-2 of days in office
| Location: Pleasanton, California
Please note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. To view our branch locations, please visit: ioausa.com/locations
About the Role: The Operations Supervisor - Commercial Lines is responsible for direct leadership and day-to-day oversight of Account Management staff within the branch. This includes guiding team performance, ensuring compliance with established processes and procedures, maintaining- service excellence, supporting staff development, and strengthening operational efficiency. Additionally, this role serves as a senior-level resource for complex client service needs and manages an assigned book of business.
Key Responsibilities: - Performance Standards: Monitor productivity, efficiency, quality, and service standards.
- Culture Promotion: Promote IOA culture and support team engagement.
- Professional Development: Support ongoing staff training and development.
- Succession Planning: Develop future branch operations leaders.
- Direct Staff Management: Lead Account Management staff and provide coaching and guidance.
- HR Management: Ensure compliance with HR policies and processes.
- Recruitment and Onboarding: Participate in hiring, interviewing, and onboarding.
- Performance Communication: Deliver evaluations and maintain transparent communication with leadership.
- Workflow Management: Assign and balance workloads to ensure service continuity.
- Operational Process Excellence: Implement and enforce processes and best practices.
- Data Analysis: Monitor and interpret performance data and take action as needed.
- Data Integrity: Maintain accurate data across agency and carrier systems.
- Account Management: Manage an assigned book of business.
- Technical Support: Serve as a subject matter expert for coverage and service questions.
- Client Relationship Management: Manage client relationships and support renewals and service needs.
- Policy and Service Administration: Oversee policy administration, placement, billing, claims support, and documentation of accuracy.
- Renewal and New Business Execution: Lead or support the full renewal and new business process.
- Service Excellence: Deliver excellent service and proactively anticipate client needs.
- Culture Promotion: Promote IOA culture and improve engagement.
- Policy Compliance: Stay updated on company policies and procedures.
- Champion IOA Values: Demonstrate integrity and leadership.
Ideal Candidate Qualifications: - 5+ years of industry experience; or 7+ years of sales, marketing or relationship management experience
- Thorough knowledge of insurance brokerage and client needs
- Required active licensing
- Professional designations preferred
- Strong analytical, problem-solving, and decision-making skills
- Exceptional customer service, communication, multitasking, and organizational skills
- Proficiency in MS Office (Outlook, Word, Excel)
- High School Diploma (or equivalent)
What We Offer: - Competitive salaries and bonus potential
- Company-paid health insurance
- Paid holidays, vacations, and sick time
- Professional growth and career progression opportunities
- Respectful culture and work/family life balance
- Community service commitment
- Supportive teammates and a rewarding work environment
What to Expect (Application Process): - 30-Minute Phone Screen, Online Assessments, and Interview(s)
Salary RangeThe expected pay range for this position is $105,000.00 - $115,000.00 per year, depending on experience, relevant skills, and geographic location.
