Director of Rockingham Insurance Service Agency

1 day ago

Harrisonburg, United States Rockingham Insurance Company Full time
Job DescriptionJob DescriptionDescription:

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:
  • Lead and manage the agency team, including the Customer Experience and Rockingham Insurance Service Agency (RISA) groups.
  • Develop and implement business plans and budgets for customer experience initiatives and overall agency operations.
  • Foster a positive, high-performance culture within the agency.
  • Customer Experience Management:
  • Manage and enhance customer experience initiatives, including tracking and analyzing customer satisfaction data such as Net Promoter Score (NPS) and Customer Experience Score.
  • Develop policies and procedures to improve customer satisfaction, reporting results to senior management.
  • Collaborate with all organizational units to support their objectives and ensure that consumer/agent expectations are met.
  • Budgeting and Financial Management:
  • Oversee the efficient budgeting of RISA, staff, and cost centers in collaboration with the Finance department and the insurance company leadership.
  • Ensure appropriate levels of operating revenue for the agency.
  • Monitor financial performance and adjust strategies as needed to meet financial goals.
  • Partnership Integration:
  • Oversee the integration of new agency partnerships into the agency's operations and culture.
  • Facilitate the alignment of new partnerships with existing processes, ensuring smooth transitions and maximizing the benefits of new collaborations.
  • Work with relevant teams to implement partnership agreements and address any integration challenges.
  • Interdepartmental Liaison:
  • Serve as a liaison to internal departments to coordinate policies and procedures, ensuring accurate communication and compliance with internal and external stakeholders.
  • Collaborate with IT and other departments to address governance issues, complete testing, and ensure accurate implementation of systems.
  • Strategic Planning and Reporting:
  • 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 professional development.
  • Report on customer satisfaction and operational efficiency metrics to senior management.
  • Staffing and Performance Management:
  • Develop staffing models for current and future workflows to ensure efficiency and optimal staffing levels.
  • Evaluate staff performance relative to established standards and provide constructive feedback to support their growth and development.
  • 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:
  • Maintain awareness of advanced technology developments and promote the adoption of system improvements.
  • Drive efficiencies in product and service delivery, managing costs while meeting consumer/agent expectations.
  • Compliance and Documentation:
  • Ensure all agency activities are compliant with applicable laws, regulations, and company standards.
  • 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.




Requirements:


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