Agency Operations Manager

Lotfey Dennett Insurance Brokers; Portland (ME); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Hybrid work arrangement

Annual performance bonus

Job summary

Lotfey Dennett Insurance Brokers in Portland, Maine seeks an experienced Agency Operations Manager to lead daily operations, drive efficiency, and support ownership in strategic initiatives. You will oversee payroll, commission reporting, and staff development while fostering a high-performance culture across Personal and Commercial Lines.

This role reports to agency ownership and offers a hybrid work arrangement with opportunities to influence growth, improve systems, and enhance client service

Qualifications

• Minimum of 5 years of professional experience in the insurance industry, preferably with an independent agency or carrier.
• Experience in a management, supervisory, or operational leadership role.
• Strong understanding of Personal Lines and/or Commercial Lines operations.
• Ability to lead employees, establish accountability, and improve processes.
• Excellent organizational, communication, analytical, and problem-solving skills.

Responsibilities

• Provide day-to-day operational leadership and support to agency employees.
• Establish accountability for employee responsibilities, performance expectations, and goals.
• Oversee staffing, PTO, and workflow assignments.
• Manage employee development, performance reviews, training, and onboarding.
• Assist ownership with hiring decisions and employee relations.
• Identify opportunities to improve productivity, communication, and service quality.
• Foster a positive, collaborative, results-oriented work environment.
• Oversee agency workflows for Personal and Commercial Lines.
• Monitor EZLynx utilization and drive standardized processes.
• Develop and implement efficiency, accuracy, and accountability improvements.
• Identify tech solutions to enhance operations and automation.
• Ensure service standards and procedures are followed.
• Evaluate processes and pursue growth-oriented improvements.
• Manage internal projects with timely completion.

Skills

Leadership

Operations management

Insurance knowledge

Microsoft Office

Analytical skills

Communication skills

Problem solving

Payroll reporting

Team development

Tools

EZLynx

Job description

Lotfey Dennett Insurance Brokers is an established, independently owned insurance agency serving individuals, families, and businesses throughout Maine and New England.

Founded in 2014, our agency has built a strong reputation for personalized service, trusted carrier relationships, and comprehensive insurance solutions. As we continue to grow, we are seeking an experienced insurance professional to join our leadership team as Agency Operations Manager.

This is an opportunity to play an important role in the continued development of our agency, working directly with ownership to strengthen operations, support our employees, and improve organizational performance.

Position Overview

The Agency Operations Manager will be responsible for overseeing the day-to-day operations of the agency, ensuring our teams, processes, and systems operate efficiently and consistently.

This individual will provide leadership to agency employees, manage key administrative and financial functions, oversee payroll and producer commission reporting, and help implement processes that improve efficiency, accountability, and overall agency performance.

The ideal candidate will bring strong leadership skills, insurance industry knowledge, financial and organizational capabilities, and the ability to work independently while managing multiple priorities.

This position will work directly with agency ownership and serve as a key member of our leadership team, with opportunities to take on additional responsibilities as the organization continues to grow.

Key Responsibilities

• Provide day-to-day operational leadership and support to agency employees.
• Establish accountability for employee responsibilities, performance expectations, and organizational goals.
• Oversee employee schedules, PTO, staffing needs, and workflow assignments.
• Manage employee development, performance reviews, training, and onboarding.
• Assist ownership with hiring, staffing decisions, and employee relations.
• Identify opportunities to improve team productivity, communication, and service quality.
• Foster a positive, collaborative, and results-oriented work environment.

Agency Operations

• Oversee agency workflows and operational procedures across Personal and Commercial Lines.
• Monitor and improve the effective use of our agency management system, EZLynx.
• Develop and implement standardized processes to improve efficiency, accuracy, and accountability.
• Identify opportunities to leverage technology, artificial intelligence, and automation to improve agency operations.
• Ensure established service standards and internal procedures are consistently followed.
• Evaluate existing processes and recommend operational improvements that support continued agency growth.
• Manage internal operational projects and ensure timely completion of assigned initiatives.

Financial & Performance Management

• Manage and process company payroll, ensuring accurate and timely payments to all employees.
• Prepare, review, and manage producer commission reports, including calculating commissions and ensuring accurate payments.
• Reconcile insurance carrier commission statements and resolve discrepancies.
• Perform agency bill reconciliation, including reconciling carrier invoices, client payments, and agency accounting records; investigate and resolve discrepancies.
• Administer employee incentive programs, sales bonuses, and other performance-based compensation.
• Monitor producer sales goals, employee performance metrics, and agency production results.
• Prepare monthly financial and operational reports for agency ownership.
• Track agency performance against established financial and operational objectives.
• Identify opportunities to improve agency profitability, financial accuracy, and operational efficiency.

Carrier Relationships & Business Development Support

• Coordinate carrier meetings, agency reviews, and follow-up initiatives.
• Monitor carrier production commitments, growth objectives, and agency performance.
• Support ownership in maintaining and strengthening insurance carrier relationships.
• Assist with implementing initiatives designed to improve client retention, account rounding, and new business production.
• Work with agency leadership to support strategic growth initiatives and operational planning.
• Monitor progress toward agency sales and growth objectives and provide regular updates to ownership.

Qualifications

Required Qualifications

• Minimum of 5 years of professional experience in the insurance industry, preferably with an independent insurance agency or insurance carrier.
• Prior experience in a management, supervisory, or operational leadership role.
• Strong understanding of Personal Lines and/or Commercial Lines insurance operations.
• Demonstrated ability to lead employees, establish accountability, and improve business processes.
• Excellent organizational, communication, analytical, and problem-solving skills.
• Ability to manage competing priorities and work independently with limited supervision.
• Strong proficiency with business technology, reporting tools, and Microsoft Office applications.
• Strong attention to detail and ability to manage confidential employee and financial information.

Preferred Qualifications

• Experience managing insurance agency operations, service teams, or insurance carrier departments.
• Experience with payroll processing, producer commission reporting, or employee compensation administration.
• Familiarity with agency management systems, particularly EZLynx.
• Experience with insurance agency financial reporting, commission reconciliation, or production management.
• Background in insurance carrier underwriting management, distribution, agency relations, or operational leadership.
• Experience implementing technology solutions and process improvements.

Candidates with insurance carrier management experience are strongly encouraged to apply, even if they have not previously worked within an independent insurance agency.

• Competitive base salary of $100,000-$125,000, commensurate with experience and qualifications.
• Annual performance-based bonus opportunity.
• Full-time position with a hybrid work arrangement (3 days in office / 2 remote).
• Opportunity for professional growth and long-term career development.
• Direct involvement in the strategic growth of an established independent insurance agency.
• Collaborative work environment with direct access to agency ownership and leadership.

Location: Portland, Maine. Anticipated Start Date: First Quarter 2027

Interested candidates are encouraged to apply directly through LinkedIn.