Zander Insurance Hiring for Operations Manager Job at Nashville, TN Full Time

Personal Lines Operations Manager
Right now prospective employees have more choices than ever regarding who they work for, as large companies relocate to (and start up in) middle Tennessee every day. Zander Insurance is a debt-free, family-and-employee-owned agency that put down roots in Nashville nearly 100 years ago – and we think that matters. Our company is invested in the growth and success of our community – we build houses here, support charitable organizations, promote diversity and inclusion, and take pride in protecting families not just in the Midstate but all over the US. We’ve also been earning Dave Ramsey’s endorsement, and his business, for over twenty years! So when you’re comparing how Zander stacks up to the other employers in the area, we hope to make it to the top of your list because, for our organization, 100 years is just the beginning.

Responsibilities:

• Lead Personal Lines staff day to day operations
• Account Management
• Customer Service
• Claims
• VIP Service
• Ensure client satisfaction is achieved in every client interaction, and that customer survey scores consistently exceed 4.5/5
• Drive Renewal Revenue by managing retention and cross sales efforts of existing clients through the Account Management team
• Routinely perform Quality Assurance checks on new business and renewals cases
• Successfully manage customer dispute resolution
• Provide expertise to agents to increase production
• Review and enhance customer experience
• Review and enhance procedures in all Personal Lines areas to increase efficiency and reduce E&O exposures
• Leverage technology to continuously enhance team performance and the client experience

People Management Responsibilities:

• Lead the professional development of a high performing team by modeling Zander BASICS, ensuring deep bench strength and successors
• Provide performance feedback both formally and informally to staff
• Administer timely annual reviews and merit increases where warranted
• Conduct regular individual and group meetings with staff
• Administer corrective feedback and action when necessary
• Create and follow through on formal training and development plans for staff
• Recognize and reward exemplary performance, celebrate team accomplishments
• Create an environment team members are proud to be a part of and others want to join
• Handle administrative duties related to People Management (time off requests, salary changes, etc.)

MINIMUM POSITION QUALIFICATIONS:

• Two+ years leadership experience in Customer Service, Operations or Sales in a call center of phone-based environment
• Prior experience of leading teams including experience:
• Leading teams of 10+ individual contributors
• Leading and developing junior leaders
• Experience hiring and firing
• Experience leading remote or hybrid remote teams

• Expert knowledge of Salesforce or similar CRM
• Demonstrated experience in the following:

• Managing multiple projects
• Excellent written and oral communication skills
• Strong analytical skills

• Insurance Experience strongly desired

• College degree required

ESSENTIAL FUNCTIONS:

These essential functions are representative of those that must be met by an employee to successfully perform the physical aspects of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Use of office equipment including personal computer, laptop computer, printer, and telephone
• The employee is occasionally required to use hands and fingers to operate, handle, and reach
• Specific vision abilities required by this job include close vision and the ability to adjust focus
• Communicate effectively in writing and verbally in person, via email and via telephone
• Stand and move for extended periods of time up to 7 hours per day
• Standard workweek 40 hours
• The noise level in the work environment is usually moderate

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Job Type: Full-time

Pay: $80,000.00 – $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Profit sharing
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Work Location:

• One location

Work Remotely:

• No

Work Location: One location