Operations Manager

LEI Cross Financial Corp; Wellesley (MA); On-site; USD 100,000 - 130,000; Full time

Job summary

Cross Insurance seeks an Operations Manager to oversee day-to-day branch operations in Massachusetts, ensuring efficient workflows and high-quality service. The role provides operational leadership, supports management and staff, and seeks continuous process improvements to align with business objectives.

Responsibilities include guiding department managers, coordinating cross‑functional duties, and maintaining policy adherence while protecting confidential information.

Qualifications

• 5+ years of insurance operations agency management or related insurance experience preferred.
• Strong knowledge of agency/ company operations and administrative processes.
• Demonstrated leadership and organizational skills.
• Strong written and verbal communication abilities.
• Excellent problem solving and decision‑making skills.
• Ability to manage multiple priorities and deadlines.
• Strong attention to detail and accuracy.
• Proficiency with insurance management systems and Microsoft Office or similar business applications.
• Ability to handle confidential information with discretion.

Responsibilities

• Oversee daily operations and ensure workflows are efficient and accurate.
• Coordinate and manage administrative and operational duties across multiple departments.
• Assist in development, implementation and maintenance of procedures to improve efficiency.
• Assist in monitoring workloads, deadlines, and priorities and reallocate resources as needed.
• Provide guidance and support to department managers and employees regarding operational issues.
• Serve as a key liaison between management and employees for initiatives.
• Monitor adherence to policies and regulations.
• Maintain confidentiality of sensitive information.
• Identify operational issues and escalate to senior management when needed.
• Assist with onboarding, training, and performance management.

Skills

Leadership

Communication

Problem-solving

Multitasking

Attention to detail

Tools

Microsoft Office

Insurance management systems

Job description

The Cross Family of Agencies welcomes you. We need your talent and expertise. Overall: From a macro perspective this Operation Manager role we would need to focus on a person that can provide operational leadership and continuity , act as a resource to leadership and employees, workflow management, staff coordination, compliance, process improvement, while supporting the company’s overall business objectives.

Basic Position summary : Responsible for overseeing the day‑to‑day operations of the branch , ensuring efficient workflows, high‑quality service , and effective coordination within departments and upper management . Someone who can provide operational leadership and support to management and employees while identifying opportunities to improve processes, productivity, and client service.

Key Responsibilities :

• Oversee Daily operations and ensure workflows are efficient and accurate
• Coordinate and manage administrative and operational duties across multiple departments
• Assist in the development, implementation and maintenance of procedures and internal processes to improve efficiency and consistency
• Assist in monitoring workloads, deadlines, and departmental priorities and reallocate resources when necessary
• Provide guidance and support to department managers and employees regarding operational issues and procedures
• Serve as a ket liaison between management and employees to ensure clear communication and execution of company driven initiatives
• Monitor adherence to company policies, procedures, and regulations
• Maintain high level of confidentiality when handling employee, client, financial and company information
• Identify operational issues, evaluate solutions, and exercise sound judgement when matters should be escalated to senior management
• Assist with employee onboarding, training, performance management, and development
• Support Managers and employee related concerns, workflow issues, and implementation of organizational changes
• Assist with technology and system implementation, upgrades, and process changes
• Coordinate projects and organization initiatives, ensuring deadlines and responsibilities are clearly defined and follow through
• Work collaboratively with leadership and employees to maintain a positive , professional, and productive working environment
• Assist Senior management with special projects, and operational initiatives
• Ensure continuity of operations during staffing changes, office transitions, renovations, or other business interruptions
• Maintain strong relationships with employees, clients, carriers, vendors, and other business partners as appropriate

Qualifications :

• 5+ years of insurance operations agency management or related insurance experience preferred
• Strong knowledge of agency/ company operations and administrative processes
• Demonstrated leadership and organizational skills
• Strong written and verbal communication abilities
• Excellent problem solving and decision‑making skills
• Ability to manage multiple priorities and deadlines
• Strong attention to detail and accuracy
• Proficiency with insurance management systems and Microsoft office or similar business applications
• Ability to handle confidential information with discretion

Leadership & Management Expectations:

• Demonstrates professionalism, integrity, discretion, and accountability
• Builds positive and cooperative working relationships across the company
• Provides constructive feedback while maintaining respectful and productive employee relationships
• Uses independent judgement while recognizing when additional guidance or management involvement is appropriate
• Communicates organizational changes and expectations clearly and consistently
• Leads by example and promote a culture of accountability, teamwork, and continuous improvement

Compensation:

The base salary range for this role is $100,000-$130,000. Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package including medical, dental, vision, 401(k) with match, paid time off, and more.

DISCLAIMER:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Family Owned

From starting at the kitchen table of Woodrow Cross, to becoming one of the largest insurance providers in New England, we’re grown rapidly over the past 65 years. We’ve still held on to our core values of integrity, hard work, and dedication, and are still privately held. Our offices inspire a culture of community by supporting causes they stand behind. From fundraising for local food banks, to volunteering at after school programs, we’re proud of the many ways our offices find to give back. Initiatives vary from branch to branch to better serve the individual communities they are located in.