Operations Manager- Commercial Lines - Rue Insurance

About Rue Insurance
Rue Insurance is one of the largest independent insurance brokerages in the state of NJ, having been established in 1917. We offer insurance solutions throughout NJ and PA with a focus on Mercer, Bucks, Burlington, Middlesex, Monmouth, Ocean, and Somerset counties and licenses in most states across the US. We consistently win “Best Places to Work NJ” and recently “Best Places to Work Insurance”, a national designation. We have an exceptional and diverse company culture that has led to our average employee remining with us for over a decade. Our employees give 5-star customer service to our clients which in turn has fostered our sterling reputation.
About the Position
Rue Insurance’s Commercial Lines Manager is responsible for the leadership, development and supervision of the Producer Unit, and Select and Tech Team (Supervisor/Unit) in the sales and service of potential and existing client policies. The Commercial Lines Manager will provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the agencies objectives and procedures. They are accountable to build and maintain strong relationships with Rue Service team members and Rue producers; and work closely with the Management team and Commercial lines team to support client retention and new prospect opportunities for the purpose of improving and growing the Unit. Quality of work must exemplify the best-in-class service standards established by Rue Insurance at all times.
 
Hybrid schedule available after 90 days 
Reports to: COO                 Department/Unit: Commercial Lines/Producer/Select/Tech
Work Schedule & Classification: Full-time, salaried exempt position
Duties & Responsibilities include but are not limited to:
Service Staff Management, Mentoring and Development

• Responsible for the management of employees through setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports.
• Management of employees includes: interviewing, hiring, training, career development, performance reviews, performance improvement plans, and terminations.
• Provide supervision to all unit employees for selling, processing and servicing of our client’s insurance needs.
• Maintain a work environment that allows us to attract and retain the highest caliber of employees.
• Maintain an efficient Department operation that meets or exceeds sales, retention and service goals.
• Establish education and career paths for all Commercial Lines staff.
• Provide hands-on assistance, training, and mentorship support to team members to enhance their personal professional development and success
• Set, track and monitor individual and department goals. Conduct effective performance reviews and monthly progress updates.
• Foster team behavior and a sales-oriented department culture. Promote account rounding and cross-sell/referral opportunities.
• Review account retention with Account Managers and ensure adherence to retention goals; achieve agency retention goals regarding percentage of retained business through proactive measures.
• Lead departmental meetings with respect to market conditions, competitors, product updates and/or client servicing
• Conduct monthly renewal meetings with all Commercial Account Managers and production staff. Ensure team members are addressing renewals in a timely manner.
• 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.
• Support Department employees on client and prospect calls by providing training, scripts and assistance
• Coordinate Producer Unit’s interaction with other departments
• Motivate team and validate methods by making sales and developing client relationships

Workflow Analysis, Development, Execution and Coordination

• Review and track activities of employees to ensure service standards are being met
• 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.
• Actively develop and administer workflow procedures. Conduct regular quality audits to monitor compliance with standardized procedures, confirm quality of work and recommend process improvements.
• Contribute to enhancement of agency processes and procedures, including, but not limited to, taking initiative to drive continuous improvement in client service offerings, Epic Workflows, system documentation, and paper and electronic records management
• Be familiar with and follow agency E & O guidelines. Minimize risk of financial loss due to errors and/or omissions

Problem Resolution

• Proactively identify and resolve client, insurer, Rue personnel, and third party communication and service issues in an empathetic and professional manner
• Resolve coverage questions or deficiencies identified in the course of account servicing, independently or with joint accountability with Producers, as appropriate
• Assist in escalated claims issues

Client Relationship Building

• Build and maintain strong internal and external relationships
• Act as liaison between Commercial staff and insurance company personnel, building and maintaining positive agency/company relationships.
• Effectively maintain knowledge for current marketplace companies
• Serve as liaison between insurers and clients, both as a technical advisor and on service related issues
• Support the Rue Be Ready model by proactively seeking to discover client operational or exposure based risk improvement opportunities, making appropriate risk control or insurance coverage recommendations to address identified risks, and following through to resolution

Company

• Actively support company goals, vision and direction
• Contribute information and ideas during strategy meetings.
• Participate in management and monthly company meetings
• Work with COO to ensure compliance with profit and growth objectives set by management.
• Update management team on Department progress and results
• Collaborate with agency management to drive growth, including, but not limited to, leading account rounding efforts and supporting new program development and integration
• Develop and maintain advanced exposure and coverage knowledge by proactively seeking formal and informal educational programs to enhance knowledge and skills, and/or to obtain additional professional designations
• Participate in and/or conduct internal educational program(s) as a Subject Matter Expert to further enhance knowledge and skills for self and team members
• Perform all other duties or projects as assigned by management

Qualifications & Education:

• Valid Property/Casualty/Life/Health Lines Licenses, as applicable
• Bachelor’s Degree preferred
• 7-10 years Commercial account management / processing experience with agency or risk management department required
• 3 - 5 Years supervisory experience preferred.
• Hold an industry designation such as ARM, CIC, CPCU, or expected to further industry knowledge through courses with intent to pursue an industry designation.
• In depth knowledge of agency management system functionality, workflow procedures, underwriting, sales and service processes.
• High level of professionalism, ethical, and visionary leadership skills
• Highly organized and detail-oriented self–starter
• Ability to supervise and train employees, to include prioritizing and scheduling work assignments
• Ability to efficiently lead department team members, with a sense of urgency when required
• Exceptional organizational, critical thinking, and analytical skills, with strong attention to detail and demonstrated ability to prioritize and operate strategically and effectively in a fast-paced environment with minimal instruction and a high degree of accuracy.
• Ability to develop, plan, and implement short and long-range goals
• Ability to instruct and hold accountable staff members on information appropriate to their job responsibilities
• Ability to handle difficult behavior and conflict and bring to a timely resolution
• Ability to work in a team environment. 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.
• Basic computer aptitude and skills, including proficiency with Microsoft Office Suite (Word, Excel, Outlook and Power Point)
• Knowledge of insurance company rating systems
• Experience with Applied Systems Epic

Benefits:

• Flexible Work Schedule
• In office/ Remote Hybrid Work Schedule
• 401(k) with Match
• Profit Sharing Plan
• Medical with HRA
• Dental
• Vision
• LTD
• STD
• Life Insurance
• Accident Insurance
• Critical Illness Insurance
• AD&D Insurance
• FSA
• Identity Theft Insurance
• And more…..

Physical Requirements:
Must be capable of sitting for a long period of time, working on a computer, standing, and walking.
Equal Opportunity Employer:
Rue Insurance provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 

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