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Mgr Horace Mann General Agency Service

3 weeks ago
Anywhere
Full-time
Senior
Operations Manager
Customer and Technical Support
Apply Now
Horace Mann

Horace Mann

Horace Mann is the largest financial services company dedicated to helping educators and community servants achieve lifelong financial success. They offer a full range of tailored insurance and financial products, including auto, home, and life insuran...

Insurance
1K-5K
Founded 1945
View All Jobs 11

Description

  • Lead the daily operations of the Agency Service Center and ensure service levels, quality standards, and KPIs are met.
  • Oversee service delivery for policy maintenance, billing inquiries, customer account changes, and related agency support functions.
  • Use dashboards, analytics, and quality metrics to improve performance and support data-driven decisions.
  • Recruit, coach, develop, and empower supervisors and service professionals.
  • Provide mentoring and performance coaching to support engagement, accountability, and growth.
  • Direct training and quality assurance programs to ensure consistency and service excellence.
  • Partner with internal and external stakeholders to improve workflows, technology use, and customer communication.
  • Identify automation and process improvement opportunities that enhance the agent and customer experience.
  • Manage escalated customer and agent concerns and implement long-term solutions.
  • Leverage customer feedback and operational metrics to continuously improve service delivery.

Requirements

  • Bachelor's degree in a related field or an equivalent combination of education and relevant professional experience.
  • Minimum 2 years of leadership experience in 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, or ability to obtain one within a designated timeframe (preferred).
  • Experience leading operational transformation or continuous improvement initiatives (preferred).
  • Experience using performance dashboards, workforce metrics, and quality assurance programs (preferred).

Benefits

  • Remote position.
  • Salary range of $66,500-$92,000 plus incentive.
  • Salary commensurate with experience and location.
  • Periodic travel may be required.

Interested in this position?

Apply directly on the company website

Apply Now

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