Manager, Operations - Small Commercial Business, Bonds & Private Client

Gregory & Appel•Indianapolis, IN

16h

About The Position

Gregory & Appel is an independent, Indianapolis-based insurance agency seeking a Manager, Operations to lead and develop an internal service team. This role ensures consistent, efficient, high-quality execution across the organization by providing day-to-day leadership and operational oversight. The Manager, Operations balances people development, workload management, process excellence, performance accountability, and business objectives. They partner closely with Producers, Account Executives, Account Managers, Senior Account Managers, and G&A leadership to ensure teams have the necessary structure, resources, processes, and support for an exceptional employee and client experience. This role acts as a key connection between frontline teams and the G&A, Senior Leadership Team (SLT), and Executive Leadership Team (ELT), translating organizational priorities into clear expectations and actionable plans. The ideal candidate is a strong people leader who builds accountable, collaborative, high-performing teams through clear expectations, meaningful coaching, ongoing development, effective workload management, and consistent performance management. This specific Manager, Operations role will lead service teams supporting Small Commercial Business, Surety Bonds, and Private Client (personal lines) accounts, which are characterized by high transaction volume, fast turnaround expectations, and a client base that expects responsiveness and a polished experience. The ideal leader thrives in a fast-moving, detail-driven environment and knows how to build repeatable processes that maintain quality at scale.

Requirements

5+ years of relevant insurance, operations, service, or agency experience, with demonstrated knowledge of the functions and workflows supported by the assigned team.
2+ years of progressive people leadership experience preferred, preferably managing professional service, insurance, account management, operations, or client service teams.
Demonstrated success leading or influencing teams in a fast-paced environment with accountability for service quality, productivity, operational performance, and employee development.
Strong understanding of team workflows, service delivery, process management, and operational best practices.
Proven ability to manage workloads, prioritize competing demands, allocate resources, and improve operational efficiency.
Experience establishing and utilizing metrics, scorecards, and performance data to drive accountability and results.
Experience with agency management systems and/or other technology platforms, with an ability to leverage technology to improve efficiency and reporting.
Strong coaching, communication, and interpersonal skills with the ability to effectively influence employees, peers, and senior leadership.
Demonstrated ability to manage performance, provide candid feedback, and address difficult employee situations appropriately.
Strong organizational and problem-solving skills with the ability to balance strategic priorities with day-to-day operational needs.
Demonstrated commitment to professional development, continuous improvement, and building high-performing teams.
Experience in small commercial, surety bond, and/or personal lines (including high-net-worth or Private Client) service is strongly preferred.

Responsibilities

Lead, coach, and develop direct reports, fostering a culture of accountability, collaboration, professionalism, and continuous improvement.
Establish clear roles, responsibilities, expectations, and performance standards for team members.
Conduct regular 1:1 meetings focused on priorities, performance, development, obstacles, and support.
Provide ongoing coaching, feedback, mentoring, and recognition.
Conduct formal performance reviews and develop Individual Development Plans (IDPs).
Address performance concerns promptly and effectively, including setting expectations, providing coaching, and administering formal performance management.
Support career pathing and professional development.
Identify training needs and ensure team members receive appropriate development.
Evaluate staffing and resource needs based on workload, capacity, business growth, and service requirements.
Recruit, hire, onboard, and develop high-performing team members.
Foster a positive team environment aligned with G&A's Core Values.
Oversee day-to-day operations, ensuring work is completed accurately, efficiently, and within service standards.
Monitor and balance workloads and capacity across the team.
Establish and maintain disciplined processes and workflows.
Identify and address bottlenecks, backlogs, rework, and inefficiencies.
Ensure team members follow established processes, procedures, and agency management system requirements.
Conduct or oversee audits and quality assurance activities.
Establish and utilize metrics and scorecards to measure team performance, productivity, quality, and service levels.
Review metrics regularly, identify trends, and hold team members accountable.
Provide backup support to Senior Account Managers (SAMs), Account Managers (AMs), or other team members.
Ensure appropriate coverage and continuity of operations.
Manage high-volume service workflows such as policy changes, endorsements, certificates, billing questions, and renewals.
Oversee the timely and accurate processing of bond requests.
Ensure a consistently high-touch, responsive service experience for Private Client accounts.
Promote strong renewal discipline and cross-line coverage reviews.
Execute and operationalize the vision, priorities, and initiatives of G&A's ELT and SLT.
Translate organizational goals into clear team priorities, expectations, and action plans.
Serve as a conduit between frontline teams and G&A leadership.
Escalate issues, risks, resource constraints, and opportunities appropriately.
Collaborate with Producers, Account Executives, Account Managers, Corporate Service functions, and G&A leadership.
Partner with other leaders to improve cross-functional processes, communication, and workflow.
Act as an escalation point for complex operational, service, or team-related issues.
Provide backup and support to other leaders or teams when appropriate.
Establish clear performance expectations and hold team members accountable.
Utilize operational metrics, scorecards, and quality audits to assess performance.
Regularly communicate performance expectations and results.
Recognize strong performance and address performance gaps.
Ensure performance management practices are fair, consistent, and well-documented.
Identify trends in performance and develop action plans.
Champion technology, automation, and new initiatives that improve efficiency, accuracy, scalability, and the employee and client experience.
Evaluate existing processes and identify opportunities for simplification, standardization, or automation.
Partner with leadership to implement new technology, processes, and operational initiatives.
Encourage a culture of continuous improvement.
Ensure teams effectively adopt and utilize systems, tools, and processes.
Manage the team's or department's budget and expenses.
Support annual planning, budgeting, staffing, and resource allocation processes.
Manage administrative processes associated with leading a team.
Make recommendations regarding staffing, compensation, organizational structure, and resource needs.
Contribute to overall profitability through effective resource utilization and operational efficiency.
Serve as a role model for the organization and demonstrate G&A's Core Values.
Maintain a high level of professionalism, integrity, accountability, and discretion.
Maintain confidentiality regarding employee, client, financial, and business information.
Promote a culture where employees understand expectations, take ownership, support one another, and are empowered.
Contribute to a positive, respectful, and collaborative workplace culture.