<p>Overview</p> <p>Directs, controls and maintains the efficiency and effectiveness of operations within the offices of the assigned division. Responsible for the performance management, training and development of all office team leaders and the integrity and execution of business processes and systems. Coordinates and monitors activities within their territory to ensure financial activities are accurate, processing of transactions meets established standards and customer service issues are resolved with a sense of urgency. Ensures a partnership with the Agency and Sales management teams as well as the Divisional Vice President (DVP) within the assigned division. Leads each Agency's support team to partner together with the sales teams in order to achieve and/or exceed scorecard objectives, while mitigating potential risk to the company. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager when necessary and updating manager on a regular basis.</p> <p>Responsibilities</p> <ul> <li>Evaluates productivity and quality of associates' performance, manages work activities and balances resources to ensure agency and departmental goals and expectations are met or exceeded. Anticipates resource changes required to support changes in staffing due to extended time off or changes in workload. </li><li>Leads assigned staff through effective performance management, coaching and mentoring. Communicates associate goals and initiatives, provides regular feedback related to job performance. Develops associate education plans to facilitate associate development. Supports associates in developing skills and competencies to contribute to associate and agency success. </li><li>Plans, organizes and directs work within the division by monitoring and auditing reports and system files, and conducting office audits. Investigates out of balances, monitors policy placements, office related expenses and other compliance items. </li><li>Builds a strong relationship with the internal and external clients. Recognizes the importance of client satisfaction. Participates in division meetings and company or industry related training sessions. Maintains open lines of communication with DVP, Agency management as well as AOPS Support team associates in the assigned Division. Fosters a culture that promotes open communication, integrity, professionalism, customer service, teamwork and a sense of urgency. </li><li>Consults with the Director on complaint cases and requests for business exceptions, balancing business risk and client need. Understands the implications of exceptions in regard to policy administration and uses judgment to make decisions within the scope of authority. </li><li>Collaborates with Home Office and the field offices on joint projects or company-wide initiatives for process improvements, increased efficiency or expense reductions. Consults with Director on effectiveness of new products, processes, or systems. Serves as a subject matter expert to support new initiatives. </li><li>Performs other duties as assigned by management. </li></ul> <p>Qualifications</p> <ul> <li>Proven experience supervising or mentoring individuals. This includes providing direction, coaching and effective feedback to team members. </li><li>Demonstrated experience leading and motivating teams in situations associated with high levels of work and customer demands. Must possess strong coaching and effective feedback skills. </li><li>Demonstrated experience identifying problems arising from employee relations issues, customers, policy procedural changes; providing effective recommendations to resolve. </li><li>Demonstrated excellent verbal and written communication skills with the ability to successfully interpret and communicate business needs between field and home office in a clear and concise manner. Will be expected to provide examples of written work such as correspondence, reports, etc. </li><li>Demonstrated experience in customer service, identifying client problems/issues, providing and initiating effective solutions. Must provide examples of strong problem solving skills. </li><li>Proven experience coordinating multiple assignments and completing assigned tasks accurately and on a timely basis. Expected to cite examples of organization skills and methods used to manage or prioritize workload demands. </li><li>Established history of working independently. Experience must include identifying and resolving problems where independent decision-making and initiative were practiced. </li><li>Demonstrated knowledge of the insurance industry, products and regulatory requirements. </li><li>Demonstrated ability to effectively interact and communicate with all levels of staff and management. </li><li>Must provide examples from work experience demonstrating flexibility to meet work load demands and customer needs. </li></ul> <p>Educational Requirements</p> <ul> <li>Bachelor's degree or equivalent business experience. </li></ul> <p>Computer Skills and Knowledge of Hardware & Software Required</p> <ul> <li>Working knowledge of word processing, spreadsheet and database applications. </li></ul> <p>Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.)</p> <ul> <li>Life and Health license preferred but not required. </li><li>Series 6 or equivalent preferred but not required. </li></ul> <p>Position Demands</p> <ul> <li>Extended hours required during peak workloads or special projects. </li><li>Extensive travel and occasionally to areas outside the territory normally assigned, travel approximately 30 - 35% of time. </li></ul>