Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Operations Manager
Date Posted
March 10, 2026
Full Job Description
📋 Description
- • As an Operations Supervisor for Commercial Lines at IOA USA, you will be instrumental in leading and managing the day-to-day operations of our Account Management team within a designated branch. This pivotal role demands a blend of strong leadership, operational expertise, and a deep commitment to client service excellence. You will be responsible for guiding your team to achieve peak performance, ensuring strict adherence to established company processes and procedures, and fostering a culture of continuous improvement and professional development.
- • Your leadership will directly impact the team's ability to deliver exceptional service to our commercial clients. This includes setting clear performance standards, monitoring productivity, efficiency, and quality metrics, and taking proactive steps to address any deviations. You will be a key figure in promoting the unique IOA culture, driving team engagement, and ensuring a positive and collaborative work environment.
- • A significant aspect of your role will involve the professional development of your team members. You will support ongoing training initiatives, provide constructive coaching and guidance, and actively participate in succession planning to cultivate future leaders within the branch operations. This includes identifying high-potential individuals and nurturing their growth towards leadership roles.
- • You will directly manage the Account Management staff, offering consistent coaching, mentorship, and performance feedback. This involves conducting regular evaluations, maintaining transparent communication channels with both your team and senior leadership, and ensuring all HR policies and processes are followed diligently. Your involvement in recruitment and onboarding will be crucial in building a strong and capable team.
- • Effective workflow management is essential. You will be responsible for assigning and balancing workloads among the team to ensure seamless service continuity and to prevent burnout. This requires a keen understanding of team capacity and client needs.
- • Driving operational process excellence will be a core focus. You will implement, enforce, and refine best practices across all operational functions, ensuring efficiency and accuracy. This includes maintaining the integrity of data across agency and carrier systems, which is critical for informed decision-making and client satisfaction.
- • You will also manage an assigned book of business, serving as a senior-level resource for complex client service needs. This involves acting as a subject matter expert on insurance coverage, policy administration, and service-related inquiries. Your ability to manage client relationships effectively, support renewals, and proactively anticipate client needs will be paramount.
- • The role encompasses overseeing the full spectrum of policy administration, including placement, billing, claims support, and ensuring the accuracy of all documentation. You will lead or actively support the entire renewal and new business process, ensuring a smooth and positive experience for clients.
- • By championing IOA values, demonstrating integrity, and fostering a culture of service excellence, you will contribute significantly to the company's success and reputation. This position offers a unique opportunity to make a tangible impact on team performance, operational efficiency, and client satisfaction within the dynamic commercial insurance sector.
- • The role is remote, supporting the Southeastern US region, with a primary focus on the Longwood, FL branch. While remote, individuals within a 50-mile radius of a branch may be required to work onsite occasionally. A dedicated, distraction-free workspace is mandatory for remote work, and it is not a substitute for personal responsibilities during working hours.
- • You will be responsible for monitoring and interpreting performance data, using these insights to drive necessary actions and improvements. Maintaining accurate data across all agency and carrier systems is crucial for operational efficiency and client trust.
- • As a technical support resource, you will address complex coverage and service questions, ensuring the team is well-equipped to handle client inquiries. Your expertise will be vital in navigating the intricacies of commercial insurance policies and client needs.
- • Proactively anticipating client needs and delivering exceptional service are key performance indicators. You will ensure that all policy administration, from initial placement to billing and claims support, is handled with the utmost accuracy and efficiency.
- • You will play a role in championing IOA's values, demonstrating integrity, and leading by example to foster a positive and productive work environment. Staying updated on company policies and procedures is essential for maintaining compliance and operational consistency.
- • This role is designed for an individual who can balance team leadership with individual account management responsibilities, driving both operational excellence and client retention.
🎯 Requirements
- • 5+ years of industry experience in insurance brokerage, or 7+ years of sales, marketing, or relationship management experience.
- • Thorough knowledge of insurance brokerage operations and client needs.
- • Required active insurance licensing.
- • Strong analytical, problem-solving, and decision-making skills.
- • Exceptional customer service, communication, multitasking, and organizational skills.
- • Proficiency in MS Office (Outlook, Word, Excel).
🏖️ Benefits
- • Competitive salaries and bonus potential.
- • Company-paid health insurance.
- • Paid holidays, vacations, and sick time.
- • 401K with employer match.
- • Professional growth and career progression opportunities.
- • Respectful culture and work/life balance.
Skills & Technologies
Remote
About IOA USA
IOA USA is a national independent insurance agency and brokerage headquartered in Orlando, Florida, providing commercial and personal insurance, employee benefits, risk management, and financial services to businesses, nonprofits, and individuals across the United States through a network of offices and specialized divisions.
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