Insurance Operations Manager

Insurance Operations Manager

Company Confidential

Company:

The company is a well-established, family-owned insurance agency in the greater Rochester, NY area, in business for over 100 years with an even 50/50 mix of personal and commercial lines. The agency is growing, has a close-knit team culture, and has recently remodeled their offices. 

Job Description:

Are you a knowledgeable, hands-on operations leader who enjoys building processes, coaching a team, and being the "go-to" person in a growing organization? The company is looking for a full-time Operations Manager to take day-to-day management off the owner's plate so they can focus on production and revenue growth. This role blends operations, HR, vendor/technology management, and project management, with real opportunity to shape how the agency runs.

Responsibilities: The candidate will:

• Manage day-to-day agency operations, including workflow across both personal and commercial lines teams
  

• Lead hiring, onboarding, offboarding, and general HR/company communications
  

• Document and enforce standard operating procedures, and help build out an employee handbook
  

• Manage vendor and carrier relationships, including meeting with carriers and organizing renewal/meeting conditions
  

• Oversee agency technology platforms, including the management system and phone system, and serve as the point of contact with the IT provider
  

• Lead cross-selling initiatives and project-manage growth programs across the agency
  

• Enhance the overall customer experience in support of the agency's 90% client retention
  

• Act as a vocal, culture-driving leader who can rally the team and run consistent, regular team meetings
  

• Coach staff, address performance issues directly, and hold the team accountable to standards
  

• Support servicing of some accounts and assist with prospect calls as needed to free up the owner for revenue generation
  

• Track and report on book-of-business performance and measure agency processes to drive results
  

Requirements

• Have experience in project management, insurance agency operations, or agency management
  

• Be knowledgeable and confident, with the ability to build rapport and respect across a mixed team of tenured and newer staff
  

• Be comfortable with technology and open to exploring new tools, including AI, to improve execution
  

• Have strong communication skills, including the ability to have hard conversations when needed
  

• Be curious and motivated, with a genuine openness to new approaches rather than "this is how we've always done it"
  

• Be willing to work on-site
  

Preferred Experience:

• Experience managing carrier or vendor relationships, or servicing insurance accounts
  

• Background supporting HR, handbooks, or general office administration (no accounting or payroll experience required)