Supervisor, Agency Operations & Project Management

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Job Summary:

The Supervisor, Agency Operations & Project Management will lead the agency and licensing teams and drive endtoend project management for highimpact initiatives, including project scoping, planning, stakeholder alignment, execution, and operational improvement efforts. This role ensures frictionless agent onboarding, ongoing license compliance, scalable support operations, and high impact partner/product execution. It blends frontline supervision (WFM, production, quality) with strategic leadership (partner management, product enablement, cross-sell growth), grounded in data-driven decisions, compliance, and continuous improvement. This role is responsible for translating strategy into measurable results across the agent lifecycle: onboarding, licensing/compliance, enablement, production, while improving cost-to-serve and the agent experience.

Responsibilities:

• Supervises Agency Support and Licensing teams; hires, coaches, develops, and manages performance management (quality, productivity, behaviors). Builds leadership bench via senior team members; enables crosstraining and role coverage to eliminate single points of failure. Fosters a highperformance, compliancefirst culture with transparent goals, daily huddles, and continuous feedback.
• Forecasts volume/effort by channel and work types; partners with Finance and Human Resources for staffing plans. Ensures optimal scheduling to meet service level agreements (SLAs) while managing PTO, shrinkage, and training time. Monitors real-time performance through dashboards, intraday management, and action plans for variance. Tracks SLAs/KPIs (AHT, FTR, Backlog, QA, Utilization) and leads rootcause analysis and continuous improvement initiatives.
• Owns endtoend onboarding (intake, credentialing, appointments, tools access). Maintains rigorous licensing/appointments per state and product requirements; audit readiness at all times.
• Improves cycle time, firsttimeright rate, and digital automation for scale during peak seasons.
• Leads Lean/continuous improvement to simplify workflows, reduce handoffs, and digitize highvolume tasks. Drives crossfunctional initiatives aligned to the distribution growth strategy (agent recruiting, enablement, crosssell). Collaborates with Technology/Procurement to enhance systems (CRM, licensing/appointment tools, WFM & BI) and manage change.
• Leads thirdparty product portfolio execution (e.g., ACA / Level Funded), acting as Account Executive and product ambassador to sales/distribution. Evaluates/imports new contract product solutions, coordinates with Compliance, Underwriting, Marketing, and Technology for enablement. Governs partner SLAs, performance reviews, remediation plans, and commercial alignment with strategic goals.
• Owns daily/weekly/monthly production reporting across Support and Licensing; publishes scorecards & executive readouts. Uses analytics to identify bottlenecks and growth levers; quantifies ROI of initiatives (onboarding, partner programs). Maintains operational dashboards (volume, SLA, AHT, adherence, backlog, QA, exceptions, partner SLA performance).
• Ensures policy and regulatory adherence across all processes; implements SOPs, QC checks, and exception management. Proactively identifies, escalates, and remediates risks; maintains strong documentation and audit trails. Coordinates with Legal/Compliance on regulatory changes; communicates updates and training to the frontline.
• Performs other duties as assigned

Qualifications

Education and Experience:

• Bachelor's degree or equivalent education and experience directly related to the role may substitute for a degree.
• 7 years of progressive relevant experience.
• Minimum of three (3) years' working in a health insurance and/or operations role.

Professional Certification(s):

• Health Insurance License preferred.

Technical Skills and Knowledge:

• Strong supervisory skills, demonstrated record of achieving goals, promoting accountability and facilitating change across teams. Confident ability to drive tasks through to completion.
• Results-oriented, self-motivated and self-managed leader having ownership mentality.
• Strong business and financial acumen.
• In-depth knowledge of health insurance industry.
• Proficiency in licensing techniques, terminology, and procedures.
• Ability to communicate effectively with various stakeholders.
• Ability to conceptualize, achieve results.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.
• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.
• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.
• Discounts at many places in and around town, just for being a Medical Mutual team member.
• The opportunity to earn cash rewards for shopping with our customers.
• Business casual attire, including jeans.

Excellent Benefits and Compensation:

• Employee bonus program.
• 401(k) with company match up to 4% and an additional company contribution.
• Health Savings Account with a company matching contribution.
• Excellent medical, dental, vision, life and disability insurance - insurance is what we do best, and we make affordable coverage for our team a priority.
• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.
• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You:

• Career development programs and classes.
• Mentoring and coaching to help you advance in your career.
• Tuition reimbursement up to $5,250 per year, the IRS maximum.
• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual:

Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There's a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We're not just one of the largest health insurance companies based in Ohio, we're also the longest running. Founded in 1934, we're proud of our rich history with the communities where we live and work.

At Medical Mutual and its family of companies we maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.

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