Director, Rockingham Insurance Service Agency

2 months ago

Harrisonburg, United States Rockingham Insurance Full time

POSITION MISSION: Lead the agency’s daily operations, strategic initiatives, and customer experience functions. Plays a key role in ensuring the agency operates efficiently, complies with regulations, and achieves its business objectives in meeting the needs of our customers.

 

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

       Agency Leadership:

o  Lead and manage the agency team, including the Customer Experience and Rockingham Insurance Service Agency (RISA) groups.

o  Develop and implement business plans and budgets for customer experience initiatives and overall agency operations.

o  Foster a positive, high-performance culture within the agency.

       Customer Experience Management:

o  Manage and enhance customer experience initiatives, including tracking and analyzing customer satisfaction data such as Net Promoter Score (NPS) and Customer Experience Score.

o  Develop policies and procedures to improve customer satisfaction, reporting results to senior management.

o  Collaborate with all organizational units to support their objectives and ensure that consumer/agent expectations are met.

       Budgeting and Financial Management:

o  Oversee the efficient budgeting of RISA, staff, and cost centers in collaboration with the Finance department and the insurance company leadership.

o  Ensure appropriate levels of operating revenue for the agency.

o  Monitor financial performance and adjust strategies as needed to meet financial goals.

      Partnership Integration:

o  Oversee the integration of new agency partnerships into the agency's operations and culture.

o  Facilitate the alignment of new partnerships with existing processes, ensuring smooth transitions and maximizing the benefits of new collaborations.

o  Work with relevant teams to implement partnership agreements and address any integration challenges.

    Interdepartmental Liaison:

o  Serve as a liaison to internal departments to coordinate policies and procedures, ensuring accurate communication and compliance with internal and external stakeholders.

o  Collaborate with IT and other departments to address governance issues, complete testing, and ensure accurate implementation of systems.

      Strategic Planning and Reporting:

o  Participate in strategic planning, goal setting, budgeting, and tactical implementation to meet corporate objectives.

Analyze, develop, and introduce customer and agency support initiatives aimed at improving organizational productivity and team member


       Staffing and Performance Management:

o  Develop staffing models for current and future workflows to ensure efficiency and optimal staffing levels.

o  Evaluate staff performance relative to established standards and provide constructive feedback to support their growth and development.

o  Ensure all activities and work output comply with laws, regulations, and company procedures, updating process and procedure documentation as necessary.

     Continuous Improvement and Technology Adoption:

o  Maintain awareness of advanced technology developments and promote the adoption of system improvements.

o  Drive efficiencies in product and service delivery, managing costs while meeting consumer/agent expectations.

       Compliance and Documentation:

o  Ensure all agency activities are compliant with applicable laws, regulations, and company standards.

o  Update and maintain process and procedure documentation as regulations and business needs evolve.



OTHER DUTIES

·        Other duties as assigned


KNOWLEDGE, SKILLS, AND ABILITIES:

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

 

  • Ability to do strategic planning, goal setting, and budgeting.  
  • Exhibits ability to promptly identify critical issues, analyze facts, and make decisive and sound decisions to resolve issues
  • Stay aware of changes in the external environment and adjusts internal practices as needed


QUALIFICATIONS:

·        Bachelor’s degree in business administration, insurance, or similar field of study preferred

·        5-7 years of insurance operations experience

·        In-depth knowledge of insurance products, regulatory compliance, and financial management

·        Call center experience dealing directly with customers and agencies strongly preferred

·        Proficiency in agency management systems, customer satisfaction tools, and Microsoft Office Suite

·        Valid driver’s license


COMPETENCIES

·        Critical Thinking

·        Communication

·        Confidentiality

·        Multi-tasking

·        Interpersonal skills

·        Problem Solving

·        Adaptability

·        Financial Acumen

·        Customer Centric Focus


PHYSICAL DEMANDS:

Please note, this position description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


·        Position routinely uses standard office equipment such as computers and phones

·        Position can be fully remote with occasional travel to corporate offices, attending conferences, or visiting agency locations.

·        Flexibility in daily work times is allowed (40-hour standard work week), with occasional evening or weekend work may be required.


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