Operations and Service Leader- Insurance - Superior Insurance Partners : Job Details

Operations & Service Leader

We are seeking an experienced and detail-oriented Operations Leader/Service Leader to oversee all operational and service functions. This role is critical to ensuring seamless service delivery across commercial, personal, and employee benefits lines, managing system operations, supporting integration of new agencies, and driving overall operational excellence.

The ideal candidate is a hands-on leader with deep insurance industry experience, strong knowledge of agency management systems, and the ability to lead high-performing teams while maintaining operational efficiency.

Key Responsibilities:

• Lead and manage the agency's full service team across commercial, personal, and employee benefits lines.
• Drive strategic service initiatives including client retention, service center adoption, and performance optimization.
• Provide operational oversight for the Employee Benefits team, ensuring consistent service standards, process alignment, and integration with agency-wide operations.
• Train, onboard, and develop service team members, ensuring operational system access, workflow alignment, and continuous skill development.
• Oversee the day-to-day operations of the service team to ensure efficiency, consistency, and adherence to agency standards.
• Lead the integration of newly acquired agencies into existing operations, including system setup, training, and process alignment.
• Serve as the primary administrator for the agency management system (Applied Epic), including backend configuration, policy downloads, suspense management, carrier setup, and book of business transfers.
• Maintain accurate inventory and oversight of the agency's software and hardware systems; manage procurement, updates, and disposal.
• Serve as the main point of contact for corporate operations, systems, and accounting functions.
• Provide agency-level accounting support and guidance, as needed.
• Analyze workflows and generate performance reports to identify trends, inefficiencies, and areas for improvement.
• Collaborate with leadership to ensure that operational goals align with the broader strategic vision of the agency.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 5+ years of experience in Commercial lines and Employee Benefits with a focus on client services.
• 5+ years of experience working with Agency Management Systems, preferred Applied Epic.
• Licensed in Property & Casualty insurance and Life & Health
• Proven experience in operations management, preferably with IT operations experience.
• Strong organizational and leadership skills.
• Excellent communication and interpersonal abilities.