Manager - Agency Services

Accountabilities:: Lead, coach, and develop Agency Services team members while establishing clear KPIs, SLAs, goals, and performance expectations aligned with broader business objectives. Monitor and continuously evaluate individual and team performance, providing regular coaching, feedback, development opportunities, and support to maintain engagement and high performance. Identify high-potential employees, support talent development and retention, and leverage performance and development programs to strengthen team capabilities. Review systems, processes, workflows, and data to identify efficiency opportunities, leverage technology, and implement improvements that enhance productivity and service quality. Stay informed about industry trends and competitive developments to help evolve service delivery practices and maintain operational effectiveness. Support department-level training and oversee procedure documentation, work standards, and knowledge-sharing activities. Manage customer service issues and process improvements in an efficient and compliant manner, partnering with Legal and Compliance teams on complaints, regulatory matters, and other escalations. Manage the department budget and identify opportunities to reduce unit costs while maintaining service quality and long-term business value. Build effective internal and external relationships, including managing vendor relationships and ensuring contractual commitments and service expectations are met. Lead and engage employees across multi-site and remote locations, fostering collaboration, accountability, and a strong team culture. Reinforce operational, financial, and internal control processes, including audit, records management, and business continuity requirements. Participate in strategic initiatives, projects, and additional responsibilities that support departmental and organizational objectives. Requirements College degree or equivalent professional experience preferred. Insurance industry experience preferred. Experience managing KPIs, SLAs, planning, and workforce management data preferred. Demonstrated leadership, coaching, motivation, and decision-making skills, with a strong bias toward action and sense of urgency. Strong problem-solving, strategic thinking, process thinking, and analytical skills, with the ability to make sound decisions based on facts and data. Strong customer service orientation and the ability to manage multifaceted business needs across diverse processes and product lines. Experience leading geographically dispersed or multi-site teams supporting multiple lines of business. Exceptional verbal, written, and visual communication skills, combined with strong emotional intelligence. Ability to work independently, remain self-motivated, and manage deadlines and competing priorities effectively. Strong business judgment, including the ability to balance cost, efficiency, automation opportunities, and long-term business value when making decisions. Ability to collaborate effectively with internal stakeholders, external partners, and vendors. Willingness to travel up to 25% as required. Successful completion of a criminal background check. Must be authorized to work in the United States without current or future immigration sponsorship, including candidates requiring F1-OPT, F1-CPT, J-1, or similar work authorization. Benefits Annual salary range of USD $61,622–$115,540 , with the specific range dependent on the applicable labor market. Starting compensation based on qualifications and experience. Performance-based incentive program tied to individual and/or company success. Comprehensive health coverage, including medical, dental, vision, HSA, FSA, and term life insurance options. 100% company-funded Employee Stock Ownership Plan (ESOP) and automatic enrollment in a 401(k). Friday afternoons off year-round. Generous paid time off and paid holidays. Paid development time, tuition reimbursement, and professional development opportunities. Volunteer time off and nonprofit matching gift programs. Values-driven, ownership-focused workplace culture. Opportunity to lead and develop teams while driving operational efficiency and customer service improvements. Multi-site and remote work environment with broad exposure to business operations and service delivery.