Operations Manager

Cross Insurance•Wellesley, MA

17d•$100,000 - $130,000

About The Position

The Cross Family of Agencies is seeking an Operations Manager to provide operational leadership and continuity. This role involves acting as a resource to leadership and employees, managing workflows, coordinating staff, ensuring compliance, and driving process improvement to support the company’s overall business objectives. The Operations Manager will oversee the day-to-day operations of the branch, ensuring efficient workflows, high-quality service, and effective coordination within departments and with upper management. This individual will identify opportunities to improve processes, productivity, and client service.

Requirements

5+ years of insurance operations agency management or related insurance experience preferred.
Strong knowledge of agency/company operations and administrative processes.
Demonstrated leadership and organizational skills.
Strong written and verbal communication abilities.
Excellent problem-solving and decision-making skills.
Ability to manage multiple priorities and deadlines.
Strong attention to detail and accuracy.
Proficiency with insurance management systems and Microsoft Office or similar business applications.
Ability to handle confidential information with discretion.

Responsibilities

Oversee daily operations and ensure workflows are efficient and accurate.
Coordinate and manage administrative and operational duties across multiple departments.
Assist in the development, implementation, and maintenance of procedures and internal processes to improve efficiency and consistency.
Monitor workloads, deadlines, and departmental priorities and reallocate resources when necessary.
Provide guidance and support to department managers and employees regarding operational issues and procedures.
Serve as a key liaison between management and employees to ensure clear communication and execution of company-driven initiatives.
Monitor adherence to company policies, procedures, and regulations.
Maintain a high level of confidentiality when handling employee, client, financial, and company information.
Identify operational issues, evaluate solutions, and exercise sound judgment when matters should be escalated to senior management.
Assist with employee onboarding, training, performance management, and development.
Support managers and employees with related concerns, workflow issues, and implementation of organizational changes.
Assist with technology and system implementation, upgrades, and process changes.
Coordinate projects and organizational initiatives, ensuring deadlines and responsibilities are clearly defined and followed through.
Work collaboratively with leadership and employees to maintain a positive, professional, and productive working environment.
Assist senior management with special projects and operational initiatives.
Ensure continuity of operations during staffing changes, office transitions, renovations, or other business interruptions.
Maintain strong relationships with employees, clients, carriers, vendors, and other business partners as appropriate.