Insurance Operations Manager

The Workplace Advisors•Rochester, NY

4d•Onsite

About The Position

The company is a well-established, family-owned insurance agency in the greater Rochester, NY area, in business for over 100 years with an even 50/50 mix of personal and commercial lines. The agency is growing, has a close-knit team culture, and has recently remodeled their offices. This role blends operations, HR, vendor/technology management, and project management, with real opportunity to shape how the agency runs. The company is looking for a full-time Operations Manager to take day-to-day management off the owner's plate so they can focus on production and revenue growth.

Requirements

Experience in project management, insurance agency operations, or agency management
Knowledgeable and confident, with the ability to build rapport and respect across a mixed team of tenured and newer staff
Comfortable with technology and open to exploring new tools, including AI, to improve execution
Strong communication skills, including the ability to have hard conversations when needed
Curious and motivated, with a genuine openness to new approaches rather than "this is how we've always done it"
Willing to work on-site

Nice To Haves

Experience managing carrier or vendor relationships, or servicing insurance accounts
Background supporting HR, handbooks, or general office administration (no accounting or payroll experience required)

Responsibilities

Manage day-to-day agency operations, including workflow across both personal and commercial lines teams
Lead hiring, onboarding, offboarding, and general HR/company communications
Document and enforce standard operating procedures, and help build out an employee handbook
Manage vendor and carrier relationships, including meeting with carriers and organizing renewal/meeting conditions
Oversee agency technology platforms, including the management system and phone system, and serve as the point of contact with the IT provider
Lead cross-selling initiatives and project-manage growth programs across the agency
Enhance the overall customer experience in support of the agency's 90%+ client retention
Act as a vocal, culture-driving leader who can rally the team and run consistent, regular team meetings
Coach staff, address performance issues directly, and hold the team accountable to standards
Support servicing of some accounts and assist with prospect calls as needed to free up the owner for revenue generation
Track and report on book-of-business performance and measure agency processes to drive results