Operations Supervisor (Insurance / Financial Services)

Integrity Marketing Group•Addison, TX

8d•Onsite

About The Position

As a Department Manager at PHP Agency, you redefine what excellence looks like. One that sharpens the agent’s experience, develops internal talent, and leads with a spirit of unity, accountability, and excellence. Setting the tone for your department, building bridges between systems and people, and representing the voice of the agent in every operational conversation. You don’t just manage a team—you set a standard that others will follow. The New Business Manager oversees all life and annuity case submissions and serves as a key liaison between PHP agents, carrier partners, and underwriting departments. Ensuring every application moves efficiently from submission to placement, maintaining high placement ratios, underwriting speed, while providing white glove customer service. You will manage day-to-day operations, support system enhancements, and coach a growing team of new business case managers and team leads.

Requirements

3–5 years of experience in life insurance operations or case management.
Proven leadership and cross-department collaboration in a fast-paced, regulated environment.
Ability to mentor teams and maintain alignment with field-driven culture.
Strong systems thinking and familiarity with CRM/ticketing tools.
Familiarity of Microsoft Systems – Word, Excel, PowerPoint, BI Reporting
Analytical mindset with strong reporting and process development skills.
Passion for accuracy, service, and agent enablement.
Experience with life and annuity underwriting and carrier guidelines.

Responsibilities

Lead and develop Team Leads and new business case managers, building a pipeline of future leaders.
Set clear and hold accountable - KPIs, performance standards, and SLA aligned with PHP’s goals and culture.
Conduct 1-on-1 meetings, team huddles, and performance coaching sessions to drive individual growth and team cohesion.
Provide ongoing feedback, mentoring, and coaching to enhance professional development and leadership readiness to both Team Leads & New Business Case Managers
Deliver and oversee training for new hires and existing team members, ensuring mastery of processes, systems, customer service communication while maintaining compliance standards.
Identify ongoing skill gaps and implement development plans to upskill team members.
Conduct consistent quality audits of work and calls to ensure accuracy, consistency, and company standards are met.
Drive a culture of continuous improvement, identifying inefficiencies and implementing solutions to optimize workflows.
Partner with peer department managers and leadership to ensure seamless support and white glove customer service is provided for PHP agents
Act as the primary cross-functional connector for escalated workflows spanning multiple departments.
Spearhead process alignment, shared service technology improvements, new system process is adopted to enhance operational efficiency.
Serve as a trusted escalation partner for Team Leads, carrier partners, and field agents on sensitive or high-impact issues.
Personally manage and resolve high-level or escalated cases involving carrier partners.
Build and maintain trusted relationships with field agents, leadership, carrier partners, and vendors, serving as a reliable voice for transparency, speed, and fairness.
Foster mutually respectful partnerships with external stakeholders to strengthen operational outcomes.
Monitor day-to-day team activities, performance, collaboration, and attitudes, taking corrective action as needed to maintain a high-performance culture.
Delegate tasks and responsibilities effectively, ensuring accountability and timely completion within service-level agreements (SLAs).
Track work queues, turnaround times, and system workloads, implementing plans to meet or exceed performance goal.
Troubleshoot and resolve complex operational issues or escalated calls/cases as necessary.
Lead or participate in special projects and initiatives to drive department-wide improvements.
Keep management informed of personnel issues, operational challenges, and team performance both positive and negative.
Prepare and deliver daily, monthly, quarterly, and annual reports to track productivity, quality, and trends.
Report corrective actions, process adjustments, and performance improvements based on data insights.
Provide regular updates on close-out statuses, and departmental results, performance updates maintaining clear and open communication with leadership.