Operations Manager 🧑‍💼

Administer knowledge base changes and establish layouts/frameworks for everyone to follow.

Take care of unmatched policy downloads and assist the team with download transactions

Help create process flows for various backend functions and document them in our website  

Create and schedule reports for internal quality assurance and for team members

Interface with our vendors for data requirements or reports

Handle the Hello Inbox

Handling various backend tasks ranging from unresolved text messages, alerting agencies with expiring policies, 

Update automations in automation center with clear descriptions and change filters or settings to ensure they operate effectively

Proactively follow up with the executive team, accounting and agents to make sure they stay on track with weekly reports

Ensuring contact information is up to date in our directory for carriers 

Continue Training with APP and TotalCSR and new training the agency offers

Onboarding and offboarding users

Help the agency with marketing efforts on social media, making case studies, and writing blog posts with ChatGPT

Failure to reach and maintain the KPIs below can cause reduced bonus, bonus eligibility, and/or reduced commissions. Please always communicate with your team lead. 

All KPIs and Goals will be on AppSheet.

Address difficult issues professionally and quickly

Listen to learn and strengthen the agency

Be relentlessly positive with the team and see their potential when they cannot

Outlast the suck of adopting change

Be driven to achieve the agency’s goals

• Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidence. Do what is right, not just what is easy. 

• Organized & Planning - Plans, organizes and schedules in a productive manner. Focuses on key priorities.

• Follow-Through - Lives up to verbal and written agreements, regardless of personal costs.

• Intelligence - Learn quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. 

• Proactivity - Acts without being told what to do. Brings new ideas to the company.

• Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. 

• High Standards - Expects personal performance and team performance to be nothing short of the best. 

• Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails. 

• Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

• Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description. 

• Each year you will receive a formal review.