Strategic Insurance Operations Leader

First Western; Fort Smith (AR); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Dental Insurance

Vision Insurance

Health Insurance

Retirement Plan

Employee Stock Ownership

Job summary

First Western is seeking an Insurance Operations Manager to oversee daily agency operations, ensuring efficiency, accountability, growth, and exceptional client service. You will lead internal staff, guide workflows, develop personnel, and align with the President on strategic goals in a fast-paced independent insurance agency.

The ideal candidate is organized, process-oriented, people-focused, and capable of directing operations in a dynamic environment.

Qualifications

• P&C license required
• Experience in insurance agency operations or management preferred
• Strong leadership and personnel management
• Excellent organizational and communication skills
• Experience with Applied Epic CRM

Responsibilities

• Oversee and manage account managers, customer service representatives, and support staff.
• Assist in recruiting, interviewing, hiring, and onboarding new employees.
• Develop and oversee training programs for new and existing staff.
• Conduct employee performance evaluations and provide coaching and accountability.
• Foster a positive, professional, and team-oriented workplace culture.
• Audit workflows, task management systems, and daily operations to ensure efficiency and consistency.
• Monitor employee productivity, task completion, and service standards.
• Create, document, and improve internal procedures and agency processes.
• Identify operational bottlenecks and implement solutions for improved performance.
• Ensure compliance with agency standards, carrier guidelines, and internal procedures.
• Manage employee timecards, attendance, PTO requests, and vacation scheduling.
• Maintain staffing schedules and ensure adequate operational coverage.
• Assist ownership with employee relations and personnel matters.
• Help develop and enforce agency policies and procedures.
• Audit Insurance carriers' production numbers.
• Monitor agency production goals, retention metrics, and performance benchmarks.
• Assist in tracking commissions, incentives, and carrier performance requirements.
• Maintain strong working relationships with carrier representatives and agency partners.
• Work directly with the President on agency growth initiatives and operational strategy.
• Help establish agency goals, KPIs, and accountability systems.
• Provide operational reports and recommendations to agency leadership.
• Support implementation of new technology, automation, and agency management systems.
• Participate in budgeting, forecasting, and operational planning initiatives.

Skills

Leadership

Organizational skills

Communication

People management

Strategic thinking

Tools

Applied Epic

Job description

First Western is seeking an Insurance Operations Manager to oversee daily agency operations, ensuring efficiency, accountability, growth, and exceptional client service. You will lead internal staff, guide workflows, develop personnel, and align with the President on strategic goals in a fast-paced independent insurance agency.

The ideal candidate is organized, process-oriented, people-focused, and capable of directing operations in a dynamic environment.