Job Description:

Title: Operations Supervisor - Commercial Lines

Hybrid: 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

• 401K with employer match

• 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 Range

The expected pay range for this position is $105,000.00 - $115,000.00 per year, depending on experience, relevant skills, and geographic location.