Overall:

From a macro perspective this Operation Manager role we would need to focus on a person that can provide operational leadership and continuity , act as a resource to leadership and employees, workflow management, staff coordination, compliance, process improvement, while supporting the company’s overall business objectives.

Basic Position summary :  Responsible for overseeing the day-to-day operations of the branch , ensuring efficient workflows, high-quality service ,  and effective coordination within departments and upper management . Someone who can provide operational leadership and support to management and   employees while identifying opportunities to improve processes, productivity, and client service.

Key Responsibilities :

• Oversee Daily operations and ensure workflows are efficient and accurate
• Coordinate and manage administrative and operational duties across multiple departments
• Assist in the development,  implementation and maintenance of procedures and internal processes to improve efficiency and consistency
• Assist in monitoring workloads, deadlines, and departmental priorities and reallocate resources when necessary
• Provide guidance and support to department managers and employees regarding operational issues and procedures
• Serve as a ket liaison between management and employees to ensure clear communication and execution of company driven initiatives
• Monitor adherence to company policies, procedures, and regulations
• Maintain high level of confidentiality when handling employee, client, financial and company information
• Identify operational issues, evaluate solutions, and exercise sound judgement when matters should be escalated to senior management
• Assist with employee onboarding, training, performance management, and development
• Support Managers and employee related concerns, workflow issues, and implementation of organizational changes
• Assist with technology and system implementation, upgrades, and process changes
• Coordinate projects and organization initiatives,  ensuring deadlines and responsibilities are clearly defined and follow through
• Work collaboratively with leadership and employees to maintain a positive , professional, and productive working environment
• Assist Senior management with special projects, and operational initiatives
• Ensure continuity of operations during staffing changes, office transitions,  renovations, or other business interruptions
• Maintain strong relationships with employees, clients, carriers, vendors, and other business partners as appropriate

Leadership & Management Expectations:

• Demonstrates professionalism, integrity, discretion, and accountability
• Builds positive and cooperative working relationships across the company
• Provides constructive feedback while maintaining respectful and productive employee relationships
• Uses independent judgement while recognizing when additional guidance or management involvement is appropriate
• Communicates organizational changes and expectations clearly and consistently
• Leads by example and promote a culture of accountability, teamwork, and continuous improvement

Qualifications :

• 5+ years of insurance operations agency management or related insurance experience preferred
• Strong knowledge of agency/ company operations and administrative processes
• Demonstrated leadership and organizational skills
• Strong written and verbal communication abilities
• Excellent problem solving and decision-making skills
• Ability to manage multiple priorities and deadlines
• Strong attention to detail and accuracy
• Proficiency with insurance management systems and Microsoft office or similar business applications
• Ability to handle confidential information with discretion

Compensation: The base salary range for this role is $100,000-$130,000.  Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package including medical, dental, vision, 401(k) with match, paid time off, and more.

DISCLAIMER:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.