Assistant Manager, Insurance Operations

Western & Southern Financial Group•Cincinnati, OH

About The Position

This position is responsible for the leadership and performance of an assigned team or functional area within Insurance Operations. The incumbent is accountable for ensuring the accuracy, efficiency, and compliance of operational processes, as well as the development and engagement of team members. The Manager coordinates and monitors team activities to ensure that financial transactions are accurate, service standards are achieved, and customer service issues are resolved with professionalism and urgency. This position supports departmental goals, contributes to strategic initiatives, and collaborates cross-functionally to maintain service excellence, manage risk, and continuously improve operations.

Requirements

Bachelor's Degree or equivalent work experience - Required
Proven experience leading a team or functional area within insurance, financial services, or a related industry - Required
Demonstrated ability to coach, motivate, and develop associates - Required
Proven success in customer service, problem-solving, and conflict resolution - Required
Experience with process improvement, workflow management, and performance reporting - Required
Strong leadership and organizational skills - Required
Excellent verbal and written communication abilities - Required
Analytical thinking and data-driven decision-making - Required
High degree of professionalism, adaptability, and accountability - Required
Working knowledge of Microsoft Office and related business applications - Required

Nice To Haves

Knowledge of insurance operations, products, and regulatory requirements - Preferred

Responsibilities

Plans, organizes, and directs daily work within the assigned team or function by monitoring production, service levels, quality reports, and customer interactions. Approves transactions within established authority levels (up to $1,000,000) and ensures adherence to company policies, procedures, and internal controls. Provides oversight for complex or high-risk cases to ensure accuracy, compliance, and sound judgment.
Leads team members through effective coaching and management, using the Company's performance management model to set clear goals, communicate expectations, and provide ongoing feedback to drive engagement and performance.
Evaluates employee potential and productivity, supporting associates in developing skills and competencies through coaching, mentoring, and education plans created in coordination with HR and senior leadership.
Reviews team workflows for efficiency, accuracy, and alignment with business goals. Identifies and recommends process enhancements that improve quality, service, and cost-effectiveness, collaborating with other teams and leadership to implement approved improvements.
Builds and maintains strong relationships with customers, agents, and internal business partners. Serves as an escalation point for complex service issues, complaint cases, and exceptions, exercising sound judgment to balance client needs with business risk.
Monitors team resources and expenses such as overtime, mail, and supply costs to ensure adherence to departmental budgets. Provides input to leadership regarding staffing needs, resource allocation, and opportunities for cost efficiencies. Responsible to support department goals of expense reduction for areas of responsibility (i.e. 5% expense reduction per year).
Collaborates with cross-functional partners including IT, Compliance, and Product teams to support system enhancements, product launches, and other initiatives that affect the assigned function. Represents the team in meetings and projects to ensure operational readiness.
Detects and prevents potential fraud by identifying and reporting unusual or suspicious activity. Partners with the Company's Fraud Center of Excellence to escalate red flags, investigate potential concerns, and implement preventive measures to safeguard company and client assets.
Ensures that all activities performed by the team comply with internal policies, procedures, and applicable regulations. Identifies process risks and collaborates with leadership to implement corrective or preventive measures.
Promotes a culture of collaboration, integrity, accountability, and open communication. Keeps associates informed of company initiatives, departmental priorities, and procedural changes through team meetings and written communication.
Collaborate with internal and external attorneys to manage complex litigation matters, including preparation and support for depositions.
Provide support for internal and external audits, such as reinsurance, market conduct, and SEC examinations.
Partner with key stakeholders to proactively prioritize, manage, and execute departmental and enterprise projects. Conduct impact analyses to assess project implications and develop strategic solutions to address identified challenges. Define and approve business requirements, oversee User Acceptance Testing (UAT), and ensure all deliverables are completed on schedule and within established budget parameters. Provide consistent progress reporting and status updates to departmental and organizational leadership.
Performs other duties as assigned.
Complies with all policies and standards.
Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans. Recruits, hires, trains and develops staff.