Head of Insurance Operations & Service Delivery

Gregory & Appel; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Gregory & Appel, an independent Indianapolis-based insurance agency, seeks a Manager, Operations to lead an internal service team and ensure efficient, high-quality execution across the organization. You will translate priorities into clear expectations, coach staff, and partner closely with Producers and senior leadership to deliver an exceptional employee and client experience.

The role focuses on Small Commercial Business, Surety Bonds, and Private Client accounts, thriving in a fast-moving,

Qualifications

• 5+ years of relevant insurance, operations, service, or agency experience.
• 2+ years of progressive people leadership experience preferred, managing professional service, insurance, account management or client service teams.
• Demonstrated success leading teams in a fast-paced environment with accountability for service quality and performance.
• Strong understanding of team workflows and process management.
• Experience with agency management systems and leveraging technology for reporting.

Responsibilities

• Lead, coach, and develop direct reports, creating a culture of accountability and collaboration.
• Establish roles, responsibilities, expectations, and performance standards for team members.
• Maintain regular 1:1 meetings with direct reports to discuss priorities and development.
• Provide ongoing coaching and recognition to strengthen team performance.
• Establish metrics and scorecards to measure team performance and service levels.
• Partner with other leaders to improve cross-functional processes and the overall employee and client experience.
• Promote a high-touch, responsive service experience for Private Client accounts.

Skills

Leadership

Coaching

Communication

Performance management

Operational excellence

Staffing

Tools

Agency management system

Job description

Gregory & Appel, an independent Indianapolis-based insurance agency, seeks a Manager, Operations to lead an internal service team and ensure efficient, high-quality execution across the organization. You will translate priorities into clear expectations, coach staff, and partner closely with Producers and senior leadership to deliver an exceptional employee and client experience.

The role focuses on Small Commercial Business, Surety Bonds, and Private Client accounts, thriving in a fast-moving,