Insurance Agency Operations Manager

KSI•Cedar Rapids, IA

2d•$90,000 - $110,000•Hybrid

About The Position

A well-established and respected independent insurance agency is seeking an experienced Insurance Agency Operations Manager to lead day-to-day operations, strengthen the service team, and improve the workflows, technology, and accountability that support an exceptional client experience. This is an ideal opportunity for an insurance professional who has grown through agency operations, account management, or client service and is ready to lead at a broader level. The strongest candidate will understand what it takes to serve clients, support producers, work effectively with carriers, and help an agency increase capacity and profitability—without losing the personal service its clients value. This is a hands-on operational leadership position for someone who enjoys developing people, creating structure, solving problems, and helping the entire agency perform at a higher level.

Requirements

At least five years of experience within an insurance agency or closely related insurance environment.
A strong foundation in agency operations, commercial or personal lines account management, client service, or back-office leadership.
Previous experience leading, coaching, or developing service and administrative employees.
Working knowledge of insurance agency workflows, carrier relationships, compliance requirements, and client-retention practices.
Experience improving procedures, capacity, productivity, or technology adoption within an agency.
Experience with an agency management system; Applied Epic is strongly preferred.
An active Property & Casualty license is preferred, or the ability to obtain one.
Strong communication, judgment, organization, and problem-solving skills, with the ability to balance strategic priorities and hands-on execution.
Bachelor’s degree preferred; equivalent insurance-industry and leadership experience will be considered.

Nice To Haves

Applied Epic experience is strongly preferred.
An active Property & Casualty license is preferred, or the ability to obtain one.
Bachelor’s degree preferred; equivalent insurance-industry and leadership experience will be considered.

Responsibilities

Oversee daily agency operations, balance workloads, remove bottlenecks, and establish efficient, consistent service practices.
Hire, onboard, coach, and develop Account Managers, CSRs, processors, and administrative team members; set expectations and address performance needs.
Evaluate productivity, staffing, expenses, and service delivery to help the agency expand capacity and support profitable growth.
Develop, document, audit, and improve procedures while supporting regulatory requirements, carrier guidelines, licensing, E&O, and cyber-liability practices.
Provide oversight of agency management systems and related technology, lead improvements and implementations, and ensure employees are trained to use tools effectively.
Maintain high service standards, resolve escalated issues, monitor service performance, and build practices that strengthen client engagement and retention.
Maintain productive relationships with insurance carriers and vendors and support appointments, audits, and joint operational initiatives.
Partner with agency leadership and producers to monitor goals, strengthen handoffs between sales and service, and help recruit and onboard talent as the agency grows.
Create ongoing training and education programs that keep employees current on agency procedures, systems, coverage, carrier products, and industry changes.
Partner with leadership and accounting on budgeting, operational reporting, expenses, and agency initiatives.
Support staffing, scheduling, performance management, employee development, and a positive, accountable workplace culture.