Full time

The Workplace Advisors; City of Rochester (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Company Confidential in Rochester, NY is seeking an Insurance Operations Manager to lead day-to-day agency operations, drive HR initiatives, and manage vendor relationships. The role blends operations, HR, and technology management to support growth and high client retention.

You will coach staff, improve processes, and partner with leadership to shape how the agency runs, ensuring effective cross-functional collaboration and seamless service delivery.

Qualifications

• Experience in project management, insurance agency operations, or agency management.
• Able to build rapport across a mixed team of tenured and newer staff.
• Comfortable with technology and AI tools.
• Strong communication skills and hard-conversation capability.
• Curious, motivated, and open to new approaches, not stuck in old methods.
• Willing to work on-site.

Responsibilities

• Manage day-to-day agency operations across personal and commercial lines.
• Lead hiring, onboarding, offboarding, and general HR communications.
• Document and enforce standard operating procedures and contribute to an employee handbook.
• Manage vendor and carrier relationships; meet with carriers and organize renewals.
• Oversee agency technology platforms, including management system and phone system; interface with IT provider.
• Lead cross-selling initiatives and project-manage growth programs across the agency.
• Enhance customer experience in support of high client retention (90%+).
• Act as a culture-driving leader; run regular team meetings.
• Coach staff, address performance issues, and hold the team accountable to standards.
• Support servicing of some accounts and assist with prospect calls to free owner for revenue generation.
• Track and report on book-of-business performance and measure agency processes to drive results.

Skills

Project management

Insurance operations

Agency management

Leadership

Communication

Tools

CRM systems

IT systems management

Job description

Rochester, United States

Job Type Full time

Work Experience 4-5 years

State/Province New York

Country United States

Job Description

Insurance Operations Manager

Company Confidential

Company:

The company is a well-established, family-owned insurance agency in the greater Rochester, NY area, in business for over 100 years with an even 50/50 mix of personal and commercial lines. The agency is growing, has a close-knit team culture, and has recently remodeled their offices.

Job Description:

Are you a knowledgeable, hands-on operations leader who enjoys building processes, coaching a team, and being the "go-to" person in a growing organization? The company is looking for a full-time Operations Manager to take day-to-day management off the owner's plate so they can focus on production and revenue growth. This role blends operations, HR, vendor/technology management, and project management, with real opportunity to shape how the agency runs.

Responsibilities

• Manage day-to-day agency operations, including workflow across both personal and commercial lines teams
• Lead hiring, onboarding, offboarding, and general HR/company communications
• Document and enforce standard operating procedures, and help build out an employee handbook
• Manage vendor and carrier relationships, including meeting with carriers and organizing renewal/meeting conditions
• Oversee agency technology platforms, including the management system and phone system, and serve as the point of contact with the IT provider
• Lead cross-selling initiatives and project-manage growth programs across the agency
• Enhance the overall customer experience in support of the agency's 90%+ client retention
• Act as a vocal, culture-driving leader who can rally the team and run consistent, regular team meetings
• Coach staff, address performance issues directly, and hold the team accountable to standards
• Support servicing of some accounts and assist with prospect calls as needed to free up the owner for revenue generation
• Track and report on book-of-business performance and measure agency processes to drive results

Requirements

• Have experience in project management, insurance agency operations, or agency management
• Be knowledgeable and confident, with the ability to build rapport and respect across a mixed team of tenured and newer staff
• Be comfortable with technology and open to exploring new tools, including AI, to improve execution
• Have strong communication skills, including the ability to have hard conversations when needed
• Be curious and motivated, with a genuine openness to new approaches rather than "this is how we've always done it"
• Be willing to work on-site

Preferred Experience

• Experience managing carrier or vendor relationships, or servicing insurance accounts
• Background supporting HR, handbooks, or general office administration (no accounting or payroll experience required)