Operations Supervisor

Integrity; Dallas (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

PHP Agency in Dallas seeks a New Business Manager to lead new business operations, oversee life and annuity case submissions, and partner with agents, carriers, and underwriting to ensure timely placements.

You will coach Team Leads and New Business Case Managers, drive process improvements, monitor KPIs, and deliver clear performance reporting to leadership.

Qualifications

• 3–5 years of experience in a related field.
• Bachelor's degree in Communications, Public Relations, Journalism, or a related field.
• Experience in supporting internal or employee communications functions.
• Track record of implementing strategic communication plans.
• Exceptional written and verbal communication skills, with the ability to tailor messages for various audiences.
• Ability to handle multiple projects simultaneously in a fast-paced environment.

Responsibilities

• Lead and develop Team Leads and New Business Case Managers, building a high-performing team and a strong pipeline of future leaders.
• Establish, monitor, and hold teams accountable to KPIs, SLAs, and performance standards aligned with PHP’s goals and agent-focused culture.
• Oversee daily new business operations, including work queues, turnaround times, and case flow, ensuring timely and accurate processing from submission through placement.
• Deliver onboarding, training, coaching, and ongoing quality oversight to ensure consistency, compliance, and strong customer communication.
• Serve as the primary escalation point for complex or high-impact cases involving agents, carrier partners, and underwriting teams.
• Partner cross-functionally with peer leaders to ensure seamless workflows, system adoption, and a consistent white glove agent experience.
• Drive continuous improvement by identifying operational gaps, implementing process enhancements, and supporting system and technology improvements.
• Prepare and communicate performance reporting, trends, and operational insights to leadership, proactively addressing risks and opportunities.

Skills

Leadership

KPIs

Communication

Project management

Coaching

Education

Bachelor's degree in Communications, Public Relations, Journalism, or related field

Job description

The New Business Manager leads new business operations at PHP Agency, overseeing all life and annuity case submissions while ensuring an efficient, high-quality, and agent-focused experience. This role serves as a key liaison between agents, carrier partners, and underwriting teams, driving strong placement outcomes, operational consistency, and service excellence, while developing and coaching Team Leads and New Business Case Managers and supporting ongoing process and system improvements across the department.

Let’s talk job responsibilities:

• Lead and develop Team Leads and New Business Case Managers, building a high-performing team and a strong pipeline of future leaders.
• Establish, monitor, and hold teams accountable to KPIs, SLAs, and performance standards aligned with PHP’s goals and agent-focused culture.
• Oversee daily new business operations, including work queues, turnaround times, and case flow, ensuring timely and accurate processing from submission through placement.
• Deliver onboarding, training, coaching, and ongoing quality oversight to ensure consistency, compliance, and strong customer communication.
• Serve as the primary escalation point for complex or high-impact cases involving agents, carrier partners, and underwriting teams.
• Partner cross-functionally with peer leaders to ensure seamless workflows, system adoption, and a consistent white glove agent experience.
• Drive continuous improvement by identifying operational gaps, implementing process enhancements, and supporting system and technology improvements.
• Prepare and communicate performance reporting, trends, and operational insights to leadership, proactively addressing risks and opportunities.

Your experience and skills:

• 3-5 Years of Experience
• Bachelor's degree in Communications, Public Relations, Journalism, or a related field.
• Experience in supporting internal or employee communications functions.
• Track record of implementing strategic communication plans.
• Exceptional written and verbal communication skills, with the ability to tailor messages for various audiences.
• Ability to handle multiple projects simultaneously in a fast-paced environment.