Operations Manager, Insurance Services

Gregory & Appel Inc; Indianapolis (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

Gregory & Appel Inc. in Indianapolis seeks a Manager of Operations to lead a service team, ensuring accurate, efficient delivery and a high-quality client experience. This role drives people development, workload management, process excellence, and performance accountability while aligning with ELT/SLT priorities.

The ideal candidate will build accountable, high-performing teams through coaching, robust workflows, and disciplined performance management, delivering consistent results.

Qualifications

• 5+ years of relevant insurance, operations, service, or agency experience.
• 2+ years of progressive people leadership experience preferred.
• Experience leading or influencing teams in a fast-paced environment with accountability for service quality, productivity, and employee development.
• Strong understanding of team workflows, service delivery, process management, and operational best practices.
• Experience with agency management systems and/or other technology platforms, with an ability to leverage technology to improve efficiency and reporting.
• Strong coaching, communication, and interpersonal skills with the ability to effectively influence employees, peers, and senior leadership.
• Demonstrated ability to manage performance, provide candid feedback, and address difficult employee situations appropriately.
• Experience servicing middle-market commercial accounts across multiple industries and/or Healthcare clients is strongly preferred.

Responsibilities

• Lead, coach, and develop direct reports, creating a culture of accountability, collaboration, professionalism, and continuous improvement.
• Establish clear roles, responsibilities, expectations, and performance standards for team members.
• Maintain a meaningful and consistent cadence of 1:1 meetings with each direct report, generally weekly or biweekly, focused on priorities, performance, development, obstacles, and support.
• Provide ongoing coaching, feedback, mentoring, and recognition to strengthen individual and team performance.
• Conduct formal performance reviews/reflections and develop and maintain Individual Development Plans (IDPs) as appropriate.
• Address performance concerns promptly and effectively, including setting expectations, providing coaching and corrective feedback, and administering formal performance management when necessary.
• Support career pathing and professional development, helping employees understand opportunities for growth and the skills required for advancement.
• Identify training needs and ensure team members receive appropriate technical, operational, and professional development.
• Evaluate staffing and resource needs based on workload, capacity, business growth, and service requirements.
• Recruit, hire, onboard, and develop high-performing team members aligned with organizational needs and culture.
• Foster a positive team environment that reflects G&A's Core Values and expectations for professionalism, behavior and collaboration.

Skills

People leadership

Operations management

Quality & service delivery

Performance management

Coaching & development

Resource planning

Cross-functional collaboration

Tools

Agency management systems

Technology platforms

Job description

Gregory & Appel Inc. in Indianapolis seeks a Manager of Operations to lead a service team, ensuring accurate, efficient delivery and a high-quality client experience. This role drives people development, workload management, process excellence, and performance accountability while aligning with ELT/SLT priorities.

The ideal candidate will build accountable, high-performing teams through coaching, robust workflows, and disciplined performance management, delivering consistent results.