Ops & Support Supervisor

Western & Southern Life•Maitland, FL

About The Position

Plans, organizes, and directs workflow and monitors activities to support the overall success of offices within the assigned Agency. Assists Agency Operations & Support (AOS) management in ensuring efficient, timely, and accurate transaction processing that meets established standards and promotes exceptional service to internal and external customers. Conducts compliance and quality-control audits and provides management with timely feedback and statistical results. Partners with AOS and sales management teams to improve Agency effectiveness and represents the Agency in meetings and company committees as needed. Recruits, trains, and develops Client Support Specialist direct reports and trains new Financial Representatives on system functions, form completion, reports, and standard office procedures. Identifies and implements process improvements and handles complex customer issues, escalating when appropriate. Works with minimal supervision, makes decisions within an established range, and keeps the manager updated. The role coordinates work across assigned Agency offices, on and off site as business needs demand, and anticipates staffing and workload requirements. It provides first-line support for complex client inquiries and escalated complaints through phone, written correspondence, and walk-in interactions. The Supervisor also supports Financial Representative recruiting and onboarding, develops associate education plans and cross-training, maintains advanced product and procedural knowledge, and fosters open communication, integrity, professionalism, customer service, teamwork, and urgency. The position is based in an office setting and requires travel to offices within the assigned Agency, potentially including overnight travel by airplane or automobile. Extended hours may be required during peak workloads or special projects.

Requirements

Proven experience supervising, mentoring, and motivating individuals, with examples of directing, coaching, and giving effective feedback.
Excellent verbal and written communication skills, including the ability to interpret and clearly communicate business needs between field and home office; provide examples of written work such as correspondence or reports.
Demonstrated customer-service experience identifying client problems and initiating effective solutions; ability to communicate empathetically and resolve customer concerns or inquiries.
Proven ability to coordinate multiple assignments and complete tasks accurately and on time.
Demonstrated ability to work independently of direct supervision and resolve problems using independent decision-making and initiative.
Demonstrated ability to work effectively within a team, including examples of motivating coworkers in difficult situations.
Ability to interact and communicate effectively with all levels of staff and management.
Examples from work experience demonstrating flexibility to meet department and customer needs and manage conflicting priorities.
Working knowledge of word-processing, spreadsheet, and database applications.
Reliable transportation and ability to travel as needed within assigned Agency areas.

Nice To Haves

Associate degree or equivalent work experience preferred.
Series 6 or equivalent certification preferred, but not required.

Responsibilities

Provide professional and courteous service to internal and external clients; independently resolve client requests and concerns, escalating when appropriate.
Research and resolve complex client inquiries and escalated complaints through inbound and outbound calls, written correspondence, and walk-in office visits.
Plan, organize, and direct work across assigned Agency offices, including on- and off-site offices, and anticipate staffing and workload needs.
Conduct office compliance audits; review and compile reports, identify trends, and alert management to potential problems.
Support and assist sales management and AOS teams with conservation efforts.
Identify cross-selling opportunities and submit potential sales leads identified during client interactions and within natural markets.
Collaborate with other departments and escalate issues to management when necessary.
Recruit, train, and develop AOS associates remotely and in person; develop individualized education plans and consult AOS management about performance issues or deficiencies.
Administer cross-training programs so AOS staff can support effective Agency operations.
Support Financial Representative recruiting by scheduling interviews, sourcing resumes, planning and assisting with recruiting seminars, and conducting reference checks.
Provide onboarding training to newly hired Financial Representatives on technology, products, and processes for submitting business and monitoring client information.
Communicate company initiatives, projects, procedures, goals, priorities, and Agency or Divisional campaigns to associates in writing and orally.
Develop and maintain advanced product and procedural knowledge.
Perform other duties as assigned by management.