Manager, Horace Mann General Agency (HMGA) Service
New
H
Horace MannInsurance
RemoteFull-TimeManager
Salary$66,500.00-$92,000.00 + incentive
Apply NowOpens the employer's application page
Job Details
- Experience
- Minimum 2 years of leadership experience
- Required Skills
- LeadershipData AnalysisQuality Assurance
Requirements
- Bachelor's degree in a related field or an equivalent combination of education and relevant professional experience.
- Minimum 2 years of leadership experience within an insurance service center, agency operations, or contact center environment.
- Demonstrated success driving operational excellence, service quality, and employee engagement.
- Strong understanding of insurance policy administration, customer service operations, and workflow management.
- Experience leading leaders and managing performance across multiple teams.
- Exceptional communication, analytical, and leadership skills with the ability to influence cross-functional partners.
- Active Property & Casualty insurance license preferred.
- Experience leading operational transformation or continuous improvement initiatives preferred.
- Experience utilizing performance dashboards, workforce metrics, and quality assurance programs preferred.
Responsibilities
- Lead and manage the daily operations of the Agency Service Center, ensuring achievement of service level agreements, quality standards, and key performance indicators (KPIs).
- Oversee service delivery for policy maintenance, billing inquiries, customer account changes, and other agency support functions.
- Recruit, coach, develop, and empower supervisors and service professionals to build a best-in-class service organization.
- Lead the development and continuous improvement of training, quality assurance, and operational processes.
- Partner with internal business units and external partners to optimize workflows, improve technology utilization, and enhance customer communication.
- Manage escalated customer and agent concerns by identifying root causes and implementing long-term solutions.
View Full Description & ApplyYou'll be redirected to the employer's site
