Ops & Support Supervisor

Overview

Plans, organizes and directs workflow and monitors activities to support the overall success of offices within the assigned Agency. Assists Agency Operations & Support (AOS) management in ensuring efficient, timely and accurate processing of transactions that meet established standards and promotes exceptional service to internal and external customers. Conducts compliance and quality control audits and provides management with timely feedback and statistical results. Partners with the AOS and sales management teams to improve overall effectiveness within the Agency. Recruits, trains and develops direct reports (Client Support Specialists) using the performance management model. Trains new Financial Representatives on various system functions, form completion, reports and standard office procedures. Partners closely with the Agency’s sales leadership teams and represents the Agency in weekly and monthly meetings and company committees as needed. Identifies and implements process improvements. Handles complex customer issues, escalating to AOS or sales management team when appropriate. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager when necessary and updating manager on a regular basis.

Responsibilities

• Provides professional and courteous service to internal and external clients. Makes independent decisions regarding client requests and resolution of client concerns recognizing when to escalate situations to management. Serves as a first line resource for the agency to research and resolve complex client inquiries and escalated complaints, Resolves inquiries received via inbound and outbound phone interactions, written correspondence or walk-in office visits.
• Plans, organizes and directs work within all of the assigned Agency’s offices, both on and off site as business needs demand; anticipates resources needed to support changes in staffing or workload. Plans ahead to accommodate changes and minimizes impact to service levels, goals or objectives. Conducts office audits to ensure compliance. Monitors reviews and compiles reports, identifying trends and alerting management of potential problems. Supports and assists sales management and AOS teams with conservation efforts.
• Identifies cross-selling opportunities and submits potential sales leads identified during client interactions and within natural markets. Collaborates with various departments as needed and escalates to management when necessary.
• Recruits, trains and develops AOS associates remotely as well as in person. Works with the Training Manager as appropriate. Develops individualized associate education plans. Consults with AOS management to address identified performance issues or deficiencies. Administers cross training programs to ensure AOS staff has the necessary knowledge to support effective Agency operations.
• Supports Financial Representative recruiting processes by scheduling interviews, sourcing candidate resumes, planning and assisting management with recruiting seminars, and conducting reference checks on potential candidates. Provides onboarding training for newly hired Financial Representatives, including technology, product, and processes related to submitting business and montoritng client information.
• Fosters a culture in the Agency that promotes open communication, integrity, professionalism, customer service, teamwork, and a sense of urgency. Uses both written and oral communication to keep associates informed of company initiatives and projects, internal procedures, goals, priorities, and Agency or Divisional campaigns.
• Develops and maintains advanced product and procedural knowledge.
• Performs other duties as assigned by management.

Qualifications

• Proven experience supervising, mentoring, and motivating individuals. Must cite examples of providing direction, coaching and giving effective feedback to team members.
• Possesses excellent verbal and written communication skills with the ability to successfully interpret and communicate business needs between field and home office in a clear and concise manner. Will be expected to provide examples of written work such as correspondence, reports, etc.
• Demonstrated experience in customer service, identifying client problems/issues, providing and initiating effective solutions. Skill in effectively articulating information to clients in an empathetic and understanding manner to resolve customer concerns/inquiry.
• Proven experience coordinating multiple assignments and completing assigned tasks accurately and on a timely basis.
• Demonstrated experience in working independent of direct supervision and effectively resolving problems where independent decision-making and initiative were practiced.
• Demonstrated experience working effectively within a team. Must provide examples of motivating co-workers in difficult situations.
• Demonstrated ability to effectively interact and communicate with all levels of staff and management.
• Must provide examples from work experience demonstrating flexibility to meet department and customer needs and managing conflicting priorities effectively.

Work Setting

• Works in an office setting and frequently requires being stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment.
• This position will frequently move around the office to access file cabinets, office machinery, etc. While accessing file cabinets, this position will frequently use upper extremities to reach by extending hands and/or arms in any direction.
• Performs frequently movement of wrists, hands and fingers for continuous computer work.
• Travel to offices within assigned Agency; may include overnight, travel by airplane or automobile.

Educational Requirements

• Associate's degree or equivalent work experience preferred.

Computer Skills and Knowledge of Hardware & Software Required

• Working knowledge of word processing, spreadsheet and database application.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.)

• Series 6 or equivalent, preferred but not required.

Position Demands

• Extended hours required during peak workloads or special projects.
• Reliable transportation; ability to travel as needed to areas within assigned Agency.