Manager, Account Coordination

Gregory & Appel Inc•Indianapolis, IN

1d•Onsite

About The Position

Gregory & Appel is an independent, Indianapolis-based insurance agency seeking a Manager, Account Coordination to lead the Commercial Lines and Private Client Account Coordination teams. This role ensures the consistent delivery of timely, accurate, and exceptional service across both business areas. The Manager will lead a centralized team providing shared support to Producers, Account Managers, Senior Account Managers, clients, and business verticals. The primary focus is on building and leading a high-performing team that meets service standards, quality expectations, and operational goals, while fostering a collaborative culture. As part of the Commercial Leadership Team, this role collaborates with peer leaders to remove barriers, strengthen partnerships, and enhance the client and employee experience. This is a working manager position, requiring direct production support during high workloads, staffing shortages, or other business needs, in addition to leadership, coaching, and operational oversight. The Manager is expected to proactively identify risks, communicate effectively, and present solutions to leadership, modeling accountability, collaboration, continuous improvement, and talent development.

Requirements

Strong knowledge of Commercial Lines servicing operations.
Demonstrated ability to lead, coach, and develop a high-performing team.
Strong organizational and time-management skills.
Excellent verbal and written communication skills.
Demonstrated ability to establish accountability and manage performance.
Strong problem-solving and decision-making abilities.
Demonstrated ability to lead teams through change and continuous improvement.
Ability to analyze operational data, identify trends, and translate information into action.
Strong collaboration and relationship-building skills.
Ability to prioritize competing demands and effectively allocate resources.
Demonstrated commitment to exceptional client service.
Ability to identify risks early and bring practical, solutions-oriented recommendations to leadership.
Strong technical proficiency with Commercial Lines systems and processes.
Learning agility and commitment to ongoing professional development.
High school diploma or equivalent.
Five or more years of Commercial Lines insurance experience.
Experience and strong working knowledge with Applied Epic.
Previous leadership or supervisory experience.
Active Property & Casualty License.

Nice To Haves

Bachelor’s degree.
Insurance designation such as CISR, CIC, CISR Elite, or similar.
Experience building or leading training programs.
Experience managing operational performance through KPIs, scorecards, or other performance metrics.

Responsibilities

Lead, coach, mentor, and develop a team of Account Coordinators.
Establish clear performance expectations and hold team members accountable for results.
Conduct regular one-on-one meetings focused on coaching, development, engagement, and performance.
Provide timely recognition, coaching, and constructive feedback.
Address performance concerns promptly and consistently.
Build trust, engagement, and a positive team culture where success is measured collectively.
Foster a team-first mindset that values shared success over individual ownership.
Identify and develop future leaders through intentional career planning, mentoring, and development opportunities.
Complete performance evaluations and individual development plans.
Create succession plans for critical positions.
Recruit, interview, and hire high-potential talent in partnership with Human Resources.
Build relationships with local high schools, colleges, technical schools, and community organizations to support a sustainable talent pipeline.
Develop and retain top talent through coaching, mentorship, and career planning.
Identify and actively prepare high-performing Account Coordinators for advancement into Account Management and other Commercial roles.
Champion internal promotion and career progression whenever possible.
Foster an environment where employees view Gregory & Appel as a place to build a long-term career.
Own onboarding and technical training for Account Coordinators.
Partner with Commercial Leadership to continuously develop and enhance the Commercial Academy curriculum.
Develop competency-based learning paths for Account Coordinators.
Coordinate insurance education, Applied Epic training, and agency process training.
Ensure employees receive appropriate cross-training across Commercial industries and niche practice areas.
Track competency progression and readiness for independent work.
Support licensing and professional designation attainment.
Continuously evaluate and improve training materials and delivery methods.
Ensure published service level agreements and service expectations are consistently achieved.
Monitor and balance workloads across the Account Coordination team.
Coordinate staffing coverage during PTO, absences, and periods of increased workload.
Maintain appropriate staffing capacity to support business needs.
Ensure timely, consistent, and high-quality service regardless of staffing or volume.
Identify and remove workflow bottlenecks.
Standardize procedures and documentation across the Account Coordination function.
Monitor operational trends and proactively address issues that could impact service delivery.
Ensure consistent adherence to agency standards and procedures.
Establish and maintain quality standards for Account Coordination activities.
Conduct routine quality audits of completed work.
Monitor quality trends and identify opportunities for improvement.
Provide coaching and development based on audit results.
Reduce rework through process improvements, training, and employee development.
Own the Account Coordinator scorecard and performance metrics.
Monitor team and individual productivity, responsiveness, quality, and service standards.
Utilize dashboards and operational reporting to identify trends and opportunities.
Coach employees using objective performance data.
Recognize high performance and address performance gaps promptly.
Identify opportunities to improve workflows, efficiencies, and the client experience.
Partner with IT and business leaders on automation and technology initiatives.
Support Applied Epic optimization and future technology implementations.
Lead change management initiatives impacting the Account Coordination function.
Promote a culture of continuous improvement and innovation.
Evaluate processes and practices to identify opportunities to simplify work and improve outcomes.
Partner closely with peer managers responsible for Account Managers and Senior Account Managers to ensure seamless client service.
Build strong working relationships across Commercial Leadership.
Serve as an operational liaison between Account Coordination and Production, Accounting, Human Resources, Claims, IT, and other business functions.
Escalate operational, staffing, workflow, and client service risks early.
Present thoughtful recommendations and practical solutions alongside identified concerns.
Participate in Commercial Leadership meetings and contribute to department strategy.
Support organizational initiatives and champion consistent adoption within the Account Coordination team.
Demonstrate an enterprise mindset by making decisions that support the success of the entire Commercial organization.
Manage staffing schedules and daily resource allocation.
Approve PTO while ensuring appropriate departmental coverage and alignment with company expectations.
Monitor staffing capacity and forecast future resource needs.
Maintain appropriate documentation and personnel records.
Ensure compliance with company policies and procedures.
Support annual planning and budgeting activities as requested.
Supporting the shared work queue.
Assisting during staffing shortages.
Providing vacation coverage.
Supporting peak workload periods.
Assisting with escalated client service requests.
Completing complex transactions as necessary.