Director, Agent Operations

iA American•Waco, TX

1d•Hybrid

About The Position

Build the future with us Are you eager to contribute to the purpose of a company that aims to help its clients feel confident and secure about their future? As a Director, Agent Operations you will play a key role in the overall strategy, leadership, and operational excellence of the Agent Support, Contracting, and Commissions. This role ensures seamless service delivery, regulatory compliance, and continuous improvement across all Agent Operations. Responsible for driving and achieving results that align with company vision, values, KPI’S, profitability and growth goals. The Director collaborates closely with executive leadership and cross-functional teams to deliver an exceptional experience for clients, agents, and internal stakeholders. This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation. We are looking for candidates that are based in Waco or candidates who would be open to relocating to Waco.

Requirements

Proven ability to develop and execute operational strategies in a regulated environment.
Exceptional leadership, communication (written and verbal) and interpersonal skills
Strong experience with process improvement methodologies and change management.
Demonstrated success in leading large teams and managing multiple departments.
10+ years of progressive leadership experience in insurance operations, with significant experience in agent support, contracting, or commissions

Responsibilities

Provide strategic direction and oversight for Agent Support, Agent Contracting and Agent Commissions, ensuring all service, quality, and production standards are met or exceeded.
Collaborate extensively with Sales, Actuarial, Reinsurance and Executive Teams on a variety of topics, providing deep subject matter expertise.
Monitors industry trends by researching competitors and market conditions to offer adjustments to risk tolerance, process enhancements and services that drive operational improvements.
Lead, mentor, and develop department managers and staff, fostering a culture of high performance, accountability, and continuous improvement.
Drive digital transformation and operational strategy for Agent Operations by optimizing systems, processes, and policies for efficiency and superior agent experience.
Partner with IT and cross-functional teams to implement automation, data integrity, and compliant digital solutions.
Oversee the measurement, adjustment and reporting of key performance indicators (KPIs) for all departments; analyze trends and drive initiatives for improvement.
Ensure compliance with all company guidelines, regulatory requirements, and contractual obligations through robust documentation and verification systems.
Serve as the primary escalation point for complex or sensitive agent, partner, or operational issues, ensuring timely and effective resolution.
Collaborate with executive leadership to set departmental goals, budgets, and resource plans aligned with organizational objectives, company profitability and growth goals.
Oversee the hiring, training, evaluation, and personnel actions for all direct reports, ensuring effective talent management and succession planning.
Lead cross-functional projects and initiatives to support the growth and sustainability of the agent distribution and support network.
Monitor and ensure the accuracy and timeliness of all financial and operational reporting, including audits and regulatory examinations.
Work with department leadership to advance current audit disciplines.