Operations Leader

Agency Operations Leader

The Fullerton Guardian Firm

Reports to: General Agent/CDM/PD

Purpose and Success Factors

The Agency Operations Leader serves on the agency leadership team and is responsible for the successful operations of the organization. The incumbent is expected to consult and coordinate with all cohorts responsible for the success of the business; including agency head(s), sales management, compliance management, financial management, sales force, administrative staff, 3rd party vendors, and various associates within key departments within the Guardian home office.

Critical factors of success for the incumbent include:

• A trusted partner of the agency head(s) and leadership team
• Demonstrated relationship savvy and effective consensus builder
• Proven record of building efficient and productive administrative systems
• Capable people manager with focus on workforce development and productivity
• Understanding of financial metrics and controls
• Fosters collaborative relationships between individuals and functional areas within the organization

Major Responsibilities

Business Management

• Manage activities and performance of new business, policyholder service and contracting and licensing staff
• Assist in promotion of the business by working with partners in marketing and recruiting
• Work with the agency control officer to guarantee compliance with all government, industry and company regulations and procedures
• Develop and document all administrative processes with appropriate workflows to identify and deploy efficiencies and maximize effectiveness within the organization
• Encourage collaboration and mutual respect across all functional areas
• General office administration not otherwise identified

Agency Financial Management

• Manage activities and performance of the agency bookkeeper
• Drive expense management controls, including vendor selection and management
• Actively participate in financial management and control for the agency including budgeting
• Conduct monthly financial review with agency head(s) and bookkeeper
• Apply due diligence in all areas of financial management and make recommendations to agency head as appropriate

Personnel Development

• Interview, and make hire recommendations for administrative staff and fulfill all activities for successful onboarding
• Ensure compliance with all applicable state employment laws; engage counsel as needed
• Develop and maintain published employment practice guideline for the agency
• Develop and maintain an ongoing performance management program
• Develop and maintain appropriate checklists for staff and producer off-boarding

Safety and Security

• Ensure business continuity plans for all agency locations are up-to-date and periodically tested
• Ensure the workplace is a clean and safe environment for employees and clients
• Maintain and protect all physical company assets

The above includes most significant duties performed. However, other occasional work assignments not mentioned are assumed to be included. Management may in its sole discretion assign and/or reassign duties and responsibilities at any time.

Education/Experience

• College or business school degree preferred
• Prior supervisory/operations management in a small business environment preferred
• Insurance industry experience a plus

Knowledge, Skills & Abilities

• Professional leadership presence
• Ability to multi-task and keep good time management in a fast-paced agency environment
• Tact, good judgment, and the ability to communicate effectively both verbally and in writing.
• Must be able to take initiative and champion ideas and innovations
• Must be able to keep sensitive information confidential
• General computer skills – Microsoft Business Suite
• Must be detail oriented and well organized

Competencies

• Analytical thinking
• Focusing on detail
• Self-assurance
• Collaborates with others
• Demonstrates business knowledge
• Demonstrates initiative
• Coaching and developing others
• Managing others