Director of Service Operations

The PL Service Leader will oversee and manage the personal lines agency operations of the Southeast. The successful candidate will be responsible for driving retention growth, ensuring quick delivery and responses to attain new clientele, enhancing client satisfaction, and leading a team of insurance professionals to achieve company objectives. This role requires a strategic thinker with an entrepreneurial spirit as well as strong leadership skills and a deep understanding of the insurance industry to recruit, develop and inspire a high-performing team. General Responsibilities Implement business strategies to drive new clientele and retention growth and high customer satisfaction Lead, mentor and motivate a team of insurance service staff, fostering a positive and productive work environment. Maintain career development and perpetuation plans for colleagues under leadership. Identify and pursue new business opportunities, including developing relationships with potential clients and partners. Proactively create and deliver a world class client and colleague experience. Oversee daily operations, including policy administration and compliance with industry regulations. Assist in managing both agency budgets, financial performance, and profitability, ensuring efficient use of resources. Work with the VP of Sales to develop and execute marketing and sales plans to increase brand awareness and drive revenue growth. Effectively deploys change management ensuring smooth platform, training, and process transitions for the entire team. Ensure staff are knowledgeable and up to date with industry trends and best practices, as well as underwriting changes with carrier partners. Utilize and monitor key performance indicators to assess the agency’s performance and make data-driven decisions. KPI’s such as retention, call back time, account audit scores. Conduct thorough assessments of existing front and back-office workflows to identify opportunities for consolidation, streamlining and standardization by working collaboratively with senior leadership to design and implement efficient processes. Foster relationships with Senior Leaders and collaborate across Platforms to assist in overall business growth and profitability. Drive a culture consistent with the values and culture of Afore. Project a positive and professional image as the “face of agency” and respected leader in your local and professional business community. Innovate and provide constructive feedback to clients, colleagues and team members. Handle other duties as assigned by the VP PL Client Services Leader. Job Requirements Active appropriate state insurance license in good standing is required. United States citizenship or its equivalent. Proficiency with the Applied Epic agency management system. 8+ years of experience in the independent insurance agency sector, with a proven track record in leadership or management role. In-depth knowledge and understanding of insurance products, risk identification, mitigation and treatment solutions as well as specific state regulations in areas of operation. Exceptional ability to address and resolve customer issues effectively and efficiently. Strategic thinker with strong analytical and problem-solving skills. Strong organizational skills and the ability to multi-task. Meticulous attention to detail and precision in data and information management. Proficiency in using computers, agency management software, and other relevant technologies. Collaborative team player able to serve and work with others. Ability to innovate and provide constructive feedback to continuously improve processes. Proven ability to lead change. Onsite position in our Mt. Pleasant SC location #J-18808-Ljbffr