Manager - Agency Services
Core
Lead and develop a team responsible for delivering efficient, compliant, and high-quality service to customers across multiple distribution channels.
Role type
Manager - Agency Services
Builds
Customer service operations and service delivery workflows
Domain
Insurance industry operations
Required skills
Team leadership, KPI and SLA management, workforce management, budget management, vendor relationship management, process improvement, compliance oversight, strategic planning, multi-site team coordination
Preferred skills
Insurance industry experience, experience managing KPIs/SLAs/planning/workforce data, travel readiness
Technologies
None explicitly stated
Responsibilities
Lead, coach, and develop Agency Services team members; Monitor and evaluate individual and team performance; Identify high-potential employees and support talent development; Review systems and processes to identify efficiency opportunities; Manage customer service issues and process improvements; Manage the department budget; Build internal and external relationships including vendor management; Lead and engage employees across multi-site and remote locations; Reinforce operational and internal control processes
Seniority
Manager, people leadership & operational oversight
