Role, Function & Position Summary
Are you ready to make a splash in the world of insurance? As the Director of Operations at Ansay & Associates, you'll be at the helm, steering strategies and programs that drive exceptional customer experiences and engagement.
This dynamic role is all about setting the gold standard for customer service and operational efficiency while infusing our vibrant culture and core values into everything we do.
We're looking for a transformational leader who can inspire and energize our team. You'll be the driving force behind a collaborative high-performance culture, making every day at Ansay & Associates both fun and productive.
If you're passionate, results-driven, and ready to lead, this is the perfect opportunity for you!
Ansay & Associates core values guide our behaviors : Respect - Compassionate and Loyal Integrity - Honesty and Trustworthy, Accountability - Responsible for Actions & Results, Passion - Unfailing Dedication & Pride In Work, Positive "I Can Do" Mentality - Constant, Never-Ending Improvement, Excellence / Professionalism - High Expectations & Pursuit of Opportunities to further our Capabilities - Ansay Strategic Initiatives
Major Accountabilities
- Strategic Development and Support : Assist in the creation and execution of strategies to support and accomplish the business plan objectives.
- Policy and Procedure Management : Create, maintain, and update agency policies and procedures across the Department to ensure compliance and efficiency.
- Operational Efficiency : Collaborate with Operations Managers, Business Analysts, and team leaders to audit customer service workflows and policies, organizing resources to enhance workflow and improve operational efficiencies.
- Business Integration : Lead the integration and implementation of new business opportunities in the department, the internal and external service centers performance and results to ensure seamless transitions and improved operations.
- Customer Satisfaction : Ensure high levels of customer satisfaction and service by continually improving service plan delivery methods, aiming to maintain high retention rates within the department.
- Workflow-Innovation Committee Participation : Actively participate in the Workflow / Innovation Committee, leading the department in driving new initiatives including carrier conversion and agency management system pilots.
- Performance Management : Oversee the performance of Operations Managers, conducting monthly reviews on goal attainment and developmental direction.
Participate in decisions regarding disciplinary and corrective actions.
- Career Pathing and Succession Planning : Provide career development and succession planning for Operations Managers, team leaders, and direct reports, ensuring a robust leadership pipeline.
- Technical Expertise : Offer technical expertise to staff, particularly in transition workflows within the agency management system, ensuring staff are well-equipped to handle changes and improvements.
- Training Partnership : Partner with the Training department to ensure the best-in-class implementation and development of training programs for staff.
- Team Selection : Participate in the recruitment and selection of new team members, ensuring the right fit for the department's needs and culture.
- Action Plan Implementation : Ensure the successful implementation and achievement of annual action plans, aligning with overall agency objectives.
- Continuous Learning : Stay informed about insurance technical knowledge, market trends, agency automation, company information, and other operating techniques to keep the department competitive and innovative.
Qualifications
- Bachelor's degree with 2-5 years of management experience is required
- Property & Casualty required & life license is desired
- Preferred experience in personal lines and / or commercial lines select business
- Proven successful strategic leadership, business acumen, relationship and customer service skills in the insurance agency environment
- Demonstrate and communicate a detailed understanding of what customer service excellence looks like
- Must have a positive "can-do" attitude, possess a passion for insurance, be a student of the business plan and be a self-starter who regularly demonstrates initiative
- Ability to manage a dynamic team in a growing company
- Must have the ability to identify and research problems, review materials for accuracy
- Expertise in report creation and analysis
- Other requirements include effective oral and written communication skills, and proficiency in all Microsoft products, including Microsoft Teams and Zoom
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