CL Operations Manager - Atlanta

Description and Requirements

General Description: Responsible for managing the operational activities of the Commercial Lines Department in order to achieve profitability and ensure consistent standards of sales, service and professionalism as defined by USI's Best Practices, Core Values and Risk Management Quality Control standards

Responsibilities:

• Manage department staff including: hiring, training, career development, performance reviews and performance improvement plans.
• Establish education and career paths for all Commercial Lines staff.
• Review account retention with Account Managers and ensure adherence to retention goals; achieve agency retention goals regarding percentage of retained business through proactive measures.
• Promote account rounding and cross-sell/referral opportunities.
• Conduct effective performance reviews and aid in setting measurable goals.
• Work with OpCo President and/or COO to ensure compliance with profit and growth objectives set by management.
• Act as liaison between Commercial staff and insurance company personnel, building and maintaining positive agency/company relationships.
• Conduct monthly renewal meetings with all Commercial Account Managers and production staff.
• Participates in presentations to prospects and clients, as necessary in support of new business and client retention, providing in-depth knowledge in regards to operations activities.
• Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the objectives and procedures based on USI Core Values and Standards.
• Contribute information and ideas during strategy meetings.
• Ensure team members are addressing renewals in a timely manner.
• Monitor adherence to service standards through Key Performance Indicator (KPI) reporting.
• Produce and monitor various monthly reports to ensure all policies have been renewed in a timely manner, invoicing is completed in accordance with Best Practices, review team members open items, workloads and backlog.
• Take necessary action to resolve issues.
• Perform periodic quality audits, when necessary.
• Foster team behavior and a sales-oriented department culture.
• Responsible for the management of employees through performance reviews, performance improvement plans, setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports.
• Other projects or duties, as needed.

Knowledge, Skills and Abilities:

• College degree preferred, but not required.
• In depth knowledge of agency management system functionality, workflow procedures, underwriting, sales and service processes.
• Must hold state Property & Casualty insurance license or willing to obtain one within an agreed upon timeframe.
• Hold an industry designation such as ARM, CIC, CPCU or expected to further industry knowledge through courses with intent to pursue an industry designation.
• Ability to plan and instruct staff members on information appropriate to their job responsibilities
• Ability to handle difficult behavior and conflict and bring to a timely resolution
• Ability to creatively and proactively problem solve.
• Knowledge of Sagitta/ImageRight preferred, but not required.
• Ability to work in a fast paced environment with minimal instruction and a high degree of accuracy.
• Sets priorities and manages work flow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Ability to work in a team environment.
• Keep informed regarding industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance.
• Interact with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the company.

Why USI?
With approximately $3 billion in revenue and over 10,500 associates across approximately 200 offices nationwide, USI is one of the largest insurance brokerage and consulting firms in the world. At USI, we have created one of the most dynamic personal and professional development cultures in the industry. We invest heavily in our associates, and we take pride in celebrating their growth and success through our one-of-a-kind employee reward and recognition programs.


Unrivaled Resources and Support
What truly distinguishes USI as a premier insurance brokerage and consulting firm is the USI ONE Advantage® , a game-changing value proposition that delivers to clients a robust set of risk management and benefit solutions with bottom-line financial impact. USI ONE® represents Omni, Network, Enterprise-the three key elements that set USI apart from the competition. Through USI ONE, we develop strategic, timely, and effective risk management and benefit programs in terms that are easy to understand, and we demonstrate how the solutions can have a positive economic impact.

Industry-Leading Programs, Rewards, and Recognition
In addition to competitive pay, incentives, and benefits, USI recognizes associates through our Summit Awards program, rewarding excellence in those who build our brand each day. USI offers employee programs that recognize outstanding achievement and help our associates lead healthy, productive lives. We turn care into action with our award-winning wellness program, college scholarships for associates' children, and financial help in times of need.


Deep Community Engagement
We are committed to giving back to our local communities and supporting a culture of environmental sustainability. From sharing our time, talent, and resources to support local non-profit organizations, animal shelters, and environmental beautification and restoration projects - to partnering with eco-conscious vendors and taking steps to reduce our own environmental footprint - we're working together as ONE to build a better future.

Committed to a Diverse and Inclusive Workplace
Our award-winning I'm With U diversity and inclusion program educates our associates to help them better understand and serve our clients, prospects, fellow team members, and local communities through curated education and training resources, employee support programs, and community outreach initiatives to build a more diverse, equitable, and inclusive culture.

Nationally Recognized as a Top Insurance Employer

• Recognized as one of Insurance Business America's Top Insurance Employers eight consecutive years (2018-2025).
• Named to Business Insurance's annual list of the Best Places to Work in Insurance six years in a row (2020-2025).
• Named to Fortune's Best Workplaces in Financial Services & Insurance list for the last two years (2024-2025).
• Certified as a Great Place To Work two years in a row (2024-2025).

Visit our Awards and Accolades page for a complete list of our latest industry awards and recognitions!

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.