Operations Supervisor - Commercial Insurance Remote

About This Role

The Operations Supervisor for Commercial Lines is responsible for the 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.

Responsibilities

• Monitor productivity, efficiency, quality, and service standards
• Promote IOA culture and support team engagement
• Support ongoing staff training and development
• Develop future branch operations leaders
• Lead Account Management staff and provide coaching and guidance
• Ensure compliance with HR policies and processes
• Participate in hiring, interviewing, and onboarding
• Deliver evaluations and maintain transparent communication with leadership
• Assign and balance workloads to ensure service continuity
• Implement and enforce processes and best practices
• Monitor and interpret performance data and take action as needed
• Maintain accurate data across agency and carrier systems
• Manage an assigned book of business
• Serve as a subject matter expert for coverage and service questions
• Manage client relationships and support renewals and service needs
• Oversee policy administration, placement, billing, claims support, and documentation of accuracy
• Lead or support the full renewal and new business process
• Deliver excellent service and proactively anticipate client needs
• Promote IOA culture and improve engagement
• Stay updated on company policies and procedures
• Demonstrate integrity and leadership

Requirements

• 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
• 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)

Nice to have:

• Professional designations

Benefits

• Company-paid health insurance
• Paid holidays, vacations, and sick time
• 401K with employer match