Senior Ops Lead, Commercial Lines (Remote)

Insurance Office of America; Scranton (Lackawanna County); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Health insurance

401K with employer match

Paid holidays and time off

Career progression

Job summary

Insurance Office of America is seeking an Operations Supervisor – Commercial Lines to lead Account Management staff, ensure processes are followed, and grow operational efficiency within the branch. This role also handles complex client service needs and manages an assigned book of business.

The ideal candidate brings extensive industry experience, active licensing, and strong analytical and leadership abilities, with a focus on service excellence and professional development.

Qualifications

• 5+ years of industry experience; or 7+ years of sales, marketing or relationship management experience.
• Thorough knowledge of insurance brokerage and client needs.
• Required active licensing
• Professional designations preferred.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional customer service, communication, multitasking, and organizational skills.
• Proficiency in MS Office (Outlook, Word, Excel).
• High School Diploma (or equivalent)

Responsibilities

• Monitor productivity, efficiency, quality, and service standards.
• Promote IOA culture and support team engagement.
• Support ongoing staff training and development.
• Develop future branch operations leaders.
• Lead Account Management staff and provide coaching and guidance.
• Ensure compliance with HR policies and processes.
• Participate in hiring, interviewing, and onboarding.
• Deliver evaluations and maintain transparent communication with leadership.
• Assign and balance workloads to ensure service continuity.
• Implement and enforce processes and best practices.
• Monitor and interpret performance data and take action as needed.
• Maintain accurate data across agency and carrier systems.
• Manage an assigned book of business.
• Serve as a subject matter expert for coverage and service questions.
• Manage client relationships and support renewals and service needs.
• Oversee policy administration, placement, billing, claims support, and documentation of accuracy.
• Lead or support the full renewal and new business process.
• Deliver excellent service and proactively anticipate client needs.
• Promote IOA culture and improve engagement.
• Stay updated on company policies and procedures.
• Demonstrate integrity and leadership.

Skills

Team leadership

Client management

Analytical skills

MS Office

Excel

Outlook

Word

Education

Active licensing

High School Diploma

Professional designations preferred

Tools

MS Office

MS Excel

Outlook

Word

Job description

Insurance Office of America is seeking an Operations Supervisor – Commercial Lines to lead Account Management staff, ensure processes are followed, and grow operational efficiency within the branch. This role also handles complex client service needs and manages an assigned book of business.

The ideal candidate brings extensive industry experience, active licensing, and strong analytical and leadership abilities, with a focus on service excellence and professional development.