Operations Leader, Insurance Services

Gregory & Appel; Indianapolis (IN); On-site; USD 100,000 - 150,000; Full time

Job summary

Gregory & Appel, an Indianapolis-based independent insurance agency, seeks a Manager, Operations to lead and develop an internal service team, aligning processes with business goals. You will partner with Producers, Account Executives, and senior leadership to deliver high-quality client experiences and efficient operations.

The role emphasizes staff development, workload balance, and continuous improvement, with a focus on captive/alternative risk programs.

Qualifications

• 5+ years of relevant insurance, operations, service, or agency experience.
• 2+ years of progressive people leadership experience.
• Proven ability to manage workloads, prioritize competing demands, allocate resources.
• Strong coaching, communication, and interpersonal skills.
• Experience with agency management systems and related technology.
• Demonstrated ability to drive operational performance and employee development.

Responsibilities

• Lead, coach, and develop direct reports, creating a culture of accountability and continuous improvement.
• Establish clear roles, responsibilities, expectations, and performance standards for team members.
• Maintain regular 1:1 meetings to discuss priorities, performance, and development.
• Provide ongoing coaching, mentoring, and recognition to strengthen performance.
• Conduct performance reviews and develop Individual Development Plans (IDPs).
• Address performance concerns promptly with coaching and formal processes when needed.
• Support career pathing and professional development for staff.
• Identify training needs and ensure appropriate development.
• Evaluate staffing and resource needs based on workload and growth.
• Recruit, hire, onboard, and develop high-performing team members.
• Foster a positive environment aligning with Core Values.
• Oversee day-to-day operations, ensuring accuracy and timely delivery.
• Balance workloads and capacity across the team to meet service standards.
• Establish disciplined processes and workflows for efficiency and quality.
• Identify bottlenecks and improve operational performance.
• Ensure adherence to processes, documentation standards, and CMS requirements.
• Conduct audits and QA activities for accuracy and compliance.
• Establish metrics and scorecards to measure performance and service levels.
• Review metrics and hold team accountable for targets.
• Provide backup support to maintain service continuity.
• Translate ELT/SLT priorities into actionable team plans.
• Serve as conduit between frontline teams and leadership.
• Escalate issues and risks in a timely manner.
• Partner with Producers, AMs, SAMs, and cross-functional teams.
• Collaborate to improve cross-functional processes and the client experience.
• Act as escalation point for complex issues and drive resolution.
• Support other leaders when appropriate.
• Establish performance expectations and accountability.
• Use metrics and audits to drive improvement.
• Communicate results to the team and recognize excellence.
• Ensure fair, consistent performance management and documentation.
• Identify trends and implement action plans.
• Champion technology, automation, and new initiatives that improve efficiency.
• Experience with agency management systems and technology platforms.

Skills

People leadership

Coaching

Strategic planning

Operational excellence

Resource management

Performance management

Cross-functional collaboration

Process improvement

Communication

Agency management systems

Tools

Agency management systems

CRM systems

Job description

Gregory & Appel, an Indianapolis-based independent insurance agency, seeks a Manager, Operations to lead and develop an internal service team, aligning processes with business goals. You will partner with Producers, Account Executives, and senior leadership to deliver high-quality client experiences and efficient operations.

The role emphasizes staff development, workload balance, and continuous improvement, with a focus on captive/alternative risk programs.