Insurance - Senior Operations Manager

First Western; Fort Smith (AR); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Dental Insurance

Vision Insurance

Health Insurance

Retirement Plan

Employee Stock Ownership

Job summary

First Western, an independent insurance firm, seeks an Insurance Operations Manager to work directly with the President. This leadership role oversees daily agency operations, staff, workflows, and performance to ensure efficiency, accountability, growth, and exceptional client service.

Responsibilities include staff leadership, process improvement, HR oversight, carrier and production tracking, budgeting, and technology implementations.

Qualifications

• P&C license required.
• Experience in insurance agency operations or management.
• Strong leadership and personnel management experience.
• Excellent organizational and communication skills.
• Ability to manage multiple priorities and deadlines.

Responsibilities

• Oversee and manage account managers, customer service representatives, and support staff.
• Develop and oversee training programs for staff and conduct evaluations.
• Audit workflows and implement improvements to ensure efficiency and consistency.
• Monitor production metrics, carrier relationships, and compensation tracking.
• Work directly with the President on growth initiatives and strategic planning.

Skills

Leadership

Operations management

People management

Communication

Organizational skills

Tools

Applied Epic

Job description

Job Description

This is an excellent career opportunity to work directly with the President of an outstanding independent insurance firm. First Western offers a people first culture that values and supports its employees. The Insurance Operations Manager will be responsible for overseeing the daily operations of the agency to ensure efficiency, accountability, growth, and exceptional client service. This leadership role manages internal staff operations, workflow systems, personnel development, and operational performance while working directly with the President to execute the agency’s strategic goals. The ideal candidate is organized, process-oriented, people-focused, and capable of leading a fast-paced independent insurance agency environment. Competitive base salary and full benefits.

Benefits

• Paid Time Off (PTO)
• Dental Insurance
• Vision Insurance
• Health Insurance
• Retirement Plan
• Employee Stock Ownership

Responsibilities

Staff Leadership & Management

• Oversee and manage account managers, customer service representatives, and support staff.
• Assist in recruiting, interviewing, hiring, and onboarding new employees.
• Develop and oversee training programs for new and existing staff.
• Conduct employee performance evaluations and provide coaching and accountability.
• Foster a positive, professional, and team-oriented workplace culture.

Operations & Workflow Management

• Audit workflows, task management systems, and daily operations to ensure efficiency and consistency.
• Monitor employee productivity, task completion, and service standards.
• Create, document, and improve internal procedures and agency processes.
• Identify operational bottlenecks and implement solutions for improved performance.
• Ensure compliance with agency standards, carrier guidelines, and internal procedures.

Human Resources & Administrative Oversight

• Manage employee timecards, attendance, PTO requests, and vacation scheduling.
• Maintain staffing schedules and ensure adequate operational coverage.
• Assist ownership with employee relations and personnel matters.
• Help develop and enforce agency policies and procedures.

Carrier & Production Oversight

• Audit Insurance carriers’ production numbers.
• Monitor agency production goals, retention metrics, and performance benchmarks.
• Assist in tracking commissions, incentives, and carrier performance requirements.
• Maintain strong working relationships with carrier representatives and agency partners.

Strategic & Executive Support

• Work directly with the President on agency growth initiatives and operational strategy.
• Help establish agency goals, KPIs, and accountability systems.
• Provide operational reports and recommendations to agency leadership.
• Support implementation of new technology, automation, and agency management systems.
• Participate in budgeting, forecasting, and operational planning initiatives.

Requirements

• P&C License
• Experience in insurance agency operations or insurance management preferred.
• Strong leadership and personnel management experience.
• Excellent organizational and communication skills.
• Ability to manage multiple priorities and deadlines.
• Experience with agency management systems and CRM platforms - Applied Epic.
• Strong problem-solving and decision-making abilities.
• Understanding of insurance workflows, carrier relations, and production reporting.