Supv, Agency & Sales Support

Medical Mutual

89d

About The Position

The Supervisor, Agency Development, Licensing & Support leads the Agency Support and Licensing teams and owns the portfolio for third party product partnerships and strategic initiatives that drive broker growth, productivity, and profitability. This role ensures frictionless agent onboarding, ongoing license compliance, scalable support operations, and high impact partner/product execution. This role ensures seamless agent onboarding, license compliance, scalable support, and impactful partner/product execution. It blends frontline supervision (WFM, production, quality) with strategic leadership (partner management, product enablement, cross-sell growth), grounded in data-driven decisions, compliance, and continuous improvement. This role is responsible for translating strategy into measurable results across the agent lifecycle: onboarding, licensing/compliance, enablement, production, while improving cost-to-serve and the agent experience.

Requirements

• Bachelor’s degree or equivalent education and experience directly related to the role may substitute for a degree.
• 7 years of progressive relevant experience.
• Minimum of three (3) years' working in a health insurance and/or operations role.

Nice To Haves

• Health Insurance License preferred.
• Strong supervisory skills, demonstrated record of achieving goals, promoting accountability and facilitating change across teams.
• Confident ability to drive tasks through to completion.
• Results-oriented, self-motivated and self-managed leader having ownership mentality.
• Strong business and financial acumen.
• In-depth knowledge of health insurance industry.
• Proficiency in licensing techniques, terminology, and procedures.
• Ability to communicate effectively with various stakeholders.
• Ability to conceptualize, achieve results.

Responsibilities

• Supervises Agency Support and Licensing teams; hires, coaches, develops, and manages performance management (quality, productivity, behaviors).
• Builds leadership bench via senior team members; enables cross‑training and role coverage to eliminate single points of failure.
• Fosters a high‑performance, compliance‑first culture with transparent goals, daily huddles, and continuous feedback.
• Forecasts volume/effort by channel and work types; partners with Finance and Human Resources for staffing plans.
• Ensures optimal scheduling to meet service level agreements (SLAs) while managing PTO, shrinkage, and training time.
• Monitors real-time performance through dashboards, intraday management, and action plans for variance.
• Tracks SLAs/KPIs (AHT, FTR, Backlog, QA, Utilization) and leads root‑cause analysis and continuous improvement initiatives.
• Owns end‑to‑end onboarding (intake, credentialing, appointments, tools access).
• Maintains rigorous licensing/appointments per state and product requirements; audit readiness at all times.
• Improves cycle time, first‑time‑right rate, and digital automation for scale during peak seasons.
• Leads Lean/continuous improvement to simplify workflows, reduce handoffs, and digitize high‑volume tasks.
• Drives cross‑functional initiatives aligned to the distribution growth strategy (agent recruiting, enablement, cross‑sell).
• Collaborates with Technology/Procurement to enhance systems (CRM, licensing/appointment tools, WFM & BI) and manage change.
• Leads third‑party product portfolio execution (e.g., ACA / Level Funded), acting as Account Executive and product ambassador to sales/distribution.
• Evaluates/imports new contract product solutions, coordinates with Compliance, Underwriting, Marketing, and Technology for enablement.
• Governs partner SLAs, performance reviews, remediation plans, and commercial alignment with strategic goals.
• Owns daily/weekly/monthly production reporting across Support and Licensing; publishes scorecards & executive readouts.
• Uses analytics to identify bottlenecks and growth levers; quantifies ROI of initiatives (onboarding, partner programs).
• Maintains operational dashboards (volume, SLA, AHT, adherence, backlog, QA, exceptions, partner SLA performance).
• Ensures policy and regulatory adherence across all processes; implements SOPs, QC checks, and exception management.
• Proactively identifies, escalates, and remediates risks; maintains strong documentation and audit trails.
• Coordinates with Legal/Compliance on regulatory changes; communicates updates and training to the frontline.
• Performs other duties as assigned

Benefits

• Employee bonus program.
• 401(k) with company match up to 4% and an additional company contribution.
• Health Savings Account with a company matching contribution.
• Excellent medical, dental, vision, life and disability insurance.
• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.
• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.
• Career development programs and classes.
• Mentoring and coaching to help you advance in your career.
• Tuition reimbursement up to $5,250 per year, the IRS maximum.
• Diverse, inclusive and welcoming culture with Business Resource Groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees