Insurance Onboarding and Licensing Operations Manager

AAA Club Alliance•Wilmington, DE

9d•Hybrid

About The Position

This hybrid role is responsible for leading the end-to-end onboarding and licensing process for new agents. The position involves coordinating with various stakeholders, supporting hiring managers, and overseeing the execution, tracking, and issue resolution of licensing. A key aspect of the role is administering compliance controls to ensure agents are appropriately licensed and authorized to sell, adhering to regulatory and internal policy requirements. The manager will also focus on standardizing and optimizing processes to improve efficiency, reduce risk, and support scalability. Collaboration with HR, training, quality assurance, and operations teams is essential for aligning processes and resolving issues. The role requires monitoring, analyzing, and reporting on key operational metrics to leadership to inform decision-making and drive continuous improvement. Additionally, the position involves supervising, coaching, and developing team members, identifying and resolving operational exceptions and risks, and serving as a subject matter expert on onboarding and licensing policies and procedures. The manager will also lead or support strategic initiatives to enhance onboarding and licensing effectiveness and process vendor invoices for Insurance Systems. Other duties may be assigned.

Requirements

Bachelor’s degree in Business Administration, Insurance, Human Resources, Operations Management, or a related field preferred; equivalent combination of education and relevant experience may be considered.
5 years of experience in insurance operations, onboarding, licensing, compliance, or a related function required.
Experience overseeing multi-step onboarding and/or licensing workflows in a regulated environment required.
Knowledge of state insurance licensing requirements, regulatory standards, and compliance controls.

Nice To Haves

2 years of supervisory, team lead, or people leadership experience preferred.
Project management, Lean/Six Sigma, or insurance operations certifications preferred.
Active insurance producer license, or the ability to obtain within an established timeframe, may be required based on business need.

Responsibilities

Lead the end-to-end onboarding and licensing process from offer acceptance through production readiness, coordinating required steps across stakeholders, supporting hiring managers, and overseeing licensing execution, tracking, issue resolution, and record maintenance in Agent Sync.
Administer compliance controls to ensure only appropriately licensed and authorized agents are permitted to sell, and to maintain adherence to applicable regulatory and internal policy requirements.
Lead process standardization, optimization, and control design to improve cycle time, reduce risk, and support scalable onboarding and licensing operations.
Partner with hiring managers and cross-functional teams, including Human Resources, training, quality assurance, and operations, to align processes, resolve issues, and support execution.
Monitor, analyze, and report key operational metrics, including time-to-productivity, licensing timelines, and retention indicators, and provide insights to leadership to support decision-making and continuous improvement.
Supervise, coach, and develop team members by establishing clear expectations, promoting accountability, and supporting performance and professional growth.
Identify, escalate, and resolve operational exceptions, delays, errors, and compliance risks to minimize disruption and maintain process integrity.
Serve as a subject matter resource for onboarding and licensing policies, procedures, and tools, including maintaining related documentation and team resources.
Lead or support cross-functional and strategic initiatives that enhance onboarding and licensing effectiveness, readiness, and business growth.
Process vendor invoices for Insurance Systems, including Agent Sync.
Other duties as assigned.