Personal Lines Operations Manager

Huntington National Bank•Columbus, OH

29d•Hybrid

About The Position

This position leads back-office groups of Insurance colleagues who are responsible for service and sales support for Personal Lines Property and Casualty (PL). The leaders in these roles drive our back-office operations to efficient and consistent. They are responsible for the management of all activities for their functions/area. This position manages both on-shore and off-shore resources to provide reliable and cost-effective work products that enable great service and help Insurance to retain clients.

Requirements

Bachelor’s Degree
7+ years of Personal Lines Insurance Exposure
3+ years of management experience

Nice To Haves

Commercial P&C and Personal Lines P&C - P&C license
Strong Microsoft tool knowledge especially Excel
Experience working with offshore partners
Industry education and designations in the appropriate business line (Commercial P&C, Employee Benefits or Personal Lines P&C)
Ability to effectively manage in-person and remote colleagues
Management experience valued

Responsibilities

Coaching, development and leadership with colleagues - Coach back-office colleagues on business processes, productive system/tool usage and collaboration skills with Service and other departments.
Mentor and motivate colleagues to achieve and maintain high performance levels.
Develop colleagues with on-going training, skill-building and professional development.
Monitor and manage colleague productivity and quality.
Ensure metrics are in place and regularly communicated with colleague.
Provide guidance, training and support for new colleagues.
Communicate and coach to performance objectives that align with our business objectives.
Work with HR to find top talent for open positions in the department.
Partner with Forward Facing Insurance Leaders to meet/exceed client expectations - Work closely with client facing leaders to ensure back-office tasks are being performed as expected and within time and quality standards.
Proposed and drive improvements that will result in a better client experience.
Provide support for issue resolution and client escalations including research and root cause analysis.
Create reporting and scorecards that allow monitoring and measurement of work to be communicated with client facing leaders.
Strategy Acceleration and Execution - Full understanding of department, business line and client sales/retention strategy.
Ability to provide input and improvement based on their experience and industry knowledge.
Ability to translate strategy to colleagues and ensure all team members understand their importance to client and business success.
Ability to partner with offshore partners to find efficiencies and ensure work is performed at or above standards.
Implement productivity and staffing metrics to ensure high standards of productivity and quality.
Proficient using Microsoft Office tools – Excel, Word and PowerPoint.
Process Management - Attain expertise in our Insurance Agency management systems and other tools used by the team.
Drive consistent processes across the team where the most beneficial are adopted by all team members and adhered to until an improved method is designed and implemented across the team, Be a champion for continuous improvement and ever-improving processes focused on risk reduction, quality and quantity.
Be effective at sharing your knowledge insights to help team members and other colleagues grow.
Ability to understand management reporting and help build reporting tools that lead to improved measurement of production and quality.
Policies, Procedures and Risk Management - Ensures that colleagues are following established procedures.
Work with peers and colleagues to find ways to improve processes.
Comply with all agency and corporate policies.
Adhere to legal and regulatory requirements.
Adhere to compliance requirements on an on-going basis.
Maintain knowledge of risk-related changes that could impact assigned work function.