Insurance Operations Manager

The-Workplace-Advisors; City of Rochester (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

The Workplace Advisors is seeking a full-time Insurance Operations Manager in Rochester, NY to lead day-to-day agency operations for personal and commercial lines and to relieve the owner for revenue growth. This on-site role emphasizes process building, team leadership, and cross-functional collaboration.

You will build processes, coach a ten-person team, manage vendor relationships, and oversee the technology stack, including the agency management system and phone system.

Responsibilities

• Manage day‑to‑day agency operations across personal and commercial lines.
• Lead hiring, onboarding, offboarding and internal communications.
• Document SOPs and help build an employee handbook.
• Manage vendor and carrier relationships and renewals.
• Oversee technology platforms and coordinate with IT provider.
• Lead cross-selling initiatives and growth programs.
• Enhance customer experience to support high client retention.
• Coach staff and address performance issues proactively.
• Support servicing of some accounts to free up the owner.
• Track book-of-business performance and measure processes.

Job description

Full time | The Workplace Advisors | United States

City Rochester

State/Province New York

14604

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: The candidate will:

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

Requirements: The candidate must:

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)

Insurance

80,000-100,000