Operations Manager

Overview

Responsible for managing the operational activities of all client service functions. Take charge of the onboarding and retention process for new and existing clients.

• Full‑cycle management and development of the assigned Employee Account Management team. Manage, train and coach all client‑facing staff on all job functions.
• Develop and implement best practices related to customer service platform and systems.
• Drive strategic customer service initiatives. Implement process and efficiencies in the non‑production staff.
• Ensure staff understand the production messaging and USI value proposition in the marketplace.
• Understand and maintain the OpCo budget, as well as appropriate staffing levels.
• Act as advisor for largest/most important accounts.
• Accountable for team adherence to departmental retention goals and client service level agreements. Manage team quality control of client renewals and ensure adherence to service standards. Drive consistent and predictable long‑term profitable client relationships.
• Manage assignment of clients based on size and needs.
• Work with Practice Leader in development and refinement of Value Propositions.
• Advise clients on industry trends, legislative rulings and market events. Coordinate internal resources/experts to assist all producers on sales opportunities.
• Understand and communicate USI’s Employee Benefit initiatives to staff.
• Positively and proactively represent USI in meetings, seminars, trade shows and networking events.
• Assist in developing positive carrier relationships.
• Drive utilization and keep current all protocols as relates to Sagitta and Benefit Point.
• Create a positive communication and leadership team with the AE Team leaders.

• 10+ years of related insurance experience in a client‑interfacing role. College degree preferred.
• Prior managerial experience required. Strong team leadership abilities.
• Must hold or be willing to earn life & health insurance license.
• Keep informed about industry information, technology and trends.
• Able to understand, interpret and convey technical information to others.
• Broad understanding of general accounting practices.
• Ability to adapt to changes in systems, procedures, processes and policies.
• Excellent organizational, time management and multi‑tasking skills.
• Comfortable with internet‑based programs and Microsoft Office products. Knowledge of Benefit Point preferred, but not required.
• Effective interpersonal, problem‑solving and conflict‑resolution skills along with sound judgment.
• Excellent oral and written communication skills.

With approximately $3 billion in revenue and over 10,500 associates across approximately 200 offices nationwide, USI is one of the largest insurance brokerage and consulting firms in the world. At USI, we have created one of the most dynamic personal and professional development cultures in the industry. We invest heavily in our associates and celebrate their growth and success through our unique employee reward and recognition programs.

USI ONE® is a game‑changing value proposition that delivers to clients a robust set of risk management and benefit solutions with bottom‑line financial impact. USI ONE represents Omni, Network, Enterprise—the three key elements that set us apart from the competition. Through USI ONE, we develop strategic, timely and effective risk‑management and benefit programs in easy‑to‑understand terms and demonstrate how the solutions can have a positive economic impact.

In addition to competitive pay, incentives and benefits, USI recognizes associates through its Summit Awards program, rewarding excellence in those who build our brand each day. USI offers employee programs that recognize outstanding achievement and help our associates lead healthy, productive lives. We turn care into action with our award‑winning wellness program, college scholarships for associates’ children and financial help in times of need.

We are committed to giving back to our local communities and supporting a culture of environmental sustainability. From sharing our time,…