Supv, Agency & Sales Support

Supervisor, Agency & Sales Support

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Job Summary

The Supervisor, Agency Development, Licensing & Support leads the Agency Support and Licensing teams and owns the portfolio for third party product partnerships and strategic initiatives that drive broker growth, productivity, and profitability. This role ensures frictionless agent onboarding, ongoing license compliance, scalable support operations, and high impact partner / product execution. This role blends frontline supervision with strategic leadership, grounded in data-driven decisions, compliance, and continuous improvement. This role is responsible for translating strategy into measurable results across the agent lifecycle : onboarding, licensing / compliance, enablement, production, while improving cost-to-serve and the agent experience.

Responsibilities

• Supervises Agency Support and Licensing teams; hires, coaches, develops, and manages performance management (quality, productivity, behaviors). Builds leadership bench via senior team members; enables cross-training and role coverage to eliminate single points of failure. Fosters a high-performance, compliance-first culture with transparent goals, daily huddles, and continuous feedback.
• Forecasts volume / effort by channel and work types; partners with Finance and Human Resources for staffing plans. Ensures optimal scheduling to meet service level agreements (SLAs) while managing PTO, shrinkage, and training time. Monitors real-time performance through dashboards, intraday management, and action plans for variance. Tracks SLAs / KPIs (AHT, FTR, Backlog, QA, Utilization) and leads root-cause analysis and continuous improvement initiatives.
• Owns end-to-end onboarding (intake, credentialing, appointments, tools access). Maintains rigorous licensing / appointments per state and product requirements; audit readiness at all times.
• Improves cycle time, first-time-right rate, and digital automation for scale during peak seasons.
• Leads Lean / continuous improvement to simplify workflows, reduce handoffs, and digitize high-volume tasks. Drives cross-functional initiatives aligned to the distribution growth strategy (agent recruiting, enablement, cross-sell). Collaborates with Technology / Procurement to enhance systems (CRM, licensing / appointment tools, WFM & BI) and manage change.
• Leads third-party product portfolio execution (e.g., ACA / Level Funded), acting as Account Executive and product ambassador to sales / distribution. Evaluates / imports new contract product solutions, coordinates with Compliance, Underwriting, Marketing, and Technology for enablement. Governs partner SLAs, performance reviews, remediation plans, and commercial alignment with strategic goals.
• Owns daily / weekly / monthly production reporting across Support and Licensing; publishes scorecards & executive readouts. Uses analytics to identify bottlenecks and growth levers; quantifies ROI of initiatives (onboarding, partner programs). Maintains operational dashboards (volume, SLA, AHT, adherence, backlog, QA, exceptions, partner SLA performance).
• Ensures policy and regulatory adherence across all processes; implements SOPs, QC checks, and exception management. Proactively identifies, escalates, and remediates risks; maintains strong documentation and audit trails. Coordinates with Legal / Compliance on regulatory changes; communicates updates and training to the frontline.
• Performs other duties as assigned.

Qualifications

Education and Experience :

Professional Certification(s) :

Technical Skills and Knowledge :

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes :

Excellent Benefits and Compensation :

An Investment in You :

About Medical Mutual :

Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There's a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision, and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We're not just one of the largest health insurance companies based in Ohio, we're also the longest running. Founded in 1934, we're proud of our rich history with the communities where we live and work.