Manager Agency Services - Onsite

Western & Southern Financial Group-posted about 1 month ago

Full-time • Mid Level

Onsite • Fremont, MI

1,001-5,000 employees

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

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The Manager, Agency Services plays a critical leadership role in overseeing service delivery to Independent Distribution partners. This position is responsible for managing day-to-day operations, driving service excellence, and implementing process improvements that enhance partner satisfaction and retention. Working closely with cross-functional teams, the Manager ensures that service strategies are executed effectively and aligned with organizational goals. The role brings deep customer service expertise and a strong operational mindset to optimize workflows, improve efficiency, and support business growth. This leader fosters a culture of accountability, engagement, and continuous improvement within the service teams. By leveraging industry best practices and data-driven insights, the Manager enhances the partner experience and contributes to the overall success of Independent Distribution.

Oversight of the Agency Support Call Center helping direct and enhance call center operations to deliver high-quality, responsive service to independent agents, ensuring consistent support and satisfaction.
Oversee the New York Suitability Review process, ensuring the comprehensive evaluation of all New York applications to ensure alignment with suitability standards and regulatory requirements. Facilitate accurate reporting to support internal audits and compliance reviews.
Lead Compliance Management through the supervision of Department of Insurance (DOI), Special Investigations Unit (SIU), and regulatory inquiries related to customer interactions across our distribution partners. Includes oversight of agency call center quality to ensure adherence to compliance protocols.
Guide and support service teams including a multitude of responsibilities including but not limited to onboarding top-tier partners and call centers, managing escalated service issues and collaborating with National Account Managers.
Assist in providing product and system training to partners and drive cross-functional collaboration to resolve complex procedural and system-related challenges.
Provide oversight and support of data analytics, ensuring accuracy and promoting best practices in data handling and reporting. Collaborate with cross-functional teams to define analytical needs and deliver actionable insights.
Develops a strong service team through training, development, guidance, feedback, coaching, motivation, and succession planning. Identifies needs, removes obstacles, and fosters individual accountability and engagement to deliver or exceed service goals.
Develops and executes strategic relationship strategy for partner interactions with the company resulting in increased partner production and loyalty.
Drives continuous process improvements and collaborates with internal partners to execute the operation of high value quality service, programs, practices and procedures, and meet department metrics.
Develops and monitors daily operations with full responsibility for all management duties such as productivity, budget administration and performance. Ensures compliance with internal and external guidelines as well as with State and Federal Regulations.
Partners with Gerber Life leadership in evaluation and recommendation of new technologies for improving partner experience capabilities.
Performs other duties as assigned. Complies with all policies and standards.
Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans.
Recruits, hires, trains and develops staff.

Bachelor's Degree Or equivalent work experience - Required
Typically requires 5-plus years successful customer service experience including managing, coaching and motivating customer service teams (Financial Services and Call Center industry considered a plus). - Required
Strong service competencies, business acumen and quality decision making. - Required
Innovation management, influence and delegation. - Required
Project management, process improvement, proven change agent. - Preferred
Proven track record for over-achieving service targets, improving processes, streamlining operations and automating processes. - Required
Demonstrated ability to gain commitment, energize and coach others to build a successful team. - Required
Proven to be self-directed and highly motivated with the flexibility necessary to operate in a fast-growing and fast-paced environment. - Required
Solid to advanced PC data entry and word processing software skills - Required
LOMA designations or equivalent considered - Preferred
Producer license in one or multiple states - Preferred

Project management, process improvement, proven change agent. - Preferred
LOMA designations or equivalent considered - Preferred
Producer license in one or multiple states - Preferred

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