Agency Operations Manager Jobs in Worcester, MA (NOW HIRING)

Description

Job Description:

About the Role: The Director/VP, Commercial Lines serves as a national subject matter expert in Commercial Property & Casualty insurance and agency operations. This role partners with Divisional and Regional Leadership to advance corporate objectives, optimize operational effectiveness, and strengthen Commercial Lines performance across the organization. Responsible for driving workflow standardization, process improvement, workforce planning, operational scalability, and agency best practices, this role serves as a strategic advisor supporting producers, account teams, and operational leaders in delivering exceptional client service and maximizing shareholder value. The Director/VP, Commercial Lines also plays a key role in M&A integration initiatives, operational transformation efforts, and the ongoing evolution of the agency's Commercial P&C operating model.

Key Responsibilities:

• Commercial Lines Strategy: Partner with Divisional and Regional Leadership to develop and execute initiatives that strengthen Commercial Lines operations, service delivery, and organizational performance.

• Operational Excellence: Identify operational challenges and implement scalable solutions that improve efficiency, quality, consistency, and client outcomes.

• Workflow Standardization: Establish and promote standardized Commercial Lines workflows, procedures, and best practices across the organization.

• Process Optimization: Lead process improvement initiatives focused on increasing productivity, reducing variation, and enhancing operational effectiveness.

• Root Cause Analysis: Evaluate operational issues, identify underlying causes, and implement corrective actions that drive sustainable improvements.

• Workforce Planning: Analyze staffing models, workload distribution, and service demands to develop capacity plans that support growth and operational excellence.

• Managed Services Alignment: Partner with operational and Managed Services teams to ensure efficient utilization of resources and alignment with organizational goals.

• Technical Expertise: Serve as a national Commercial P&C subject matter expert, providing guidance on agency operations, workflows, systems, and industry best practices.

• M&A Integration Support: Support merger and acquisition initiatives through operational assessments, integration planning, workflow alignment, and process standardization.

• Stakeholder Collaboration: Build strong partnerships with producers, operations teams, and leadership to drive engagement, accountability, and successful implementation of strategic initiatives.

• Systems & Technology Optimization: Promote effective utilization of EPIC, workflows, reporting tools, and operational technology platforms to improve performance and consistency.

• Performance Analysis: Utilize operational metrics, service measurements, and business intelligence to evaluate organizational effectiveness and identify opportunities for improvement.

• Change Leadership: Lead operational transformation efforts by facilitating adoption of new processes, workflows, and business practices throughout the organization.

• Professional Development: Maintain advanced industry, operational, and leadership expertise through continuous learning and professional development.

• Champion IOA Values: Demonstrate integrity, leadership, accountability, and professionalism in all interactions.

Ideal Candidate Qualifications:

• Active Property & Casualty License required

• CPCU and/or CIC designation (or equivalent)

• 5–7+ years of Commercial Lines operational leadership experience within a large insurance brokerage or agency

• Strong expertise in Commercial P&C agency operations, workflows, servicing models, and process optimization

• Demonstrated experience with workflow standardization, operational excellence, and continuous improvement initiatives

• Experience conducting root cause analysis and implementing sustainable process improvements

• Strong workforce planning, capacity modeling, and resource management experience

• Experience supporting mergers, acquisitions, and operational integration initiatives

• Applied EPIC experience strongly preferred

• Excellent communication, stakeholder management, and change leadership skills

• Proven ability to influence leaders and drive results in a highly matrixed organization

• Strong analytical, strategic thinking, and problem-solving capabilities

 
What to Expect (Application Process): 

Salary Range

The expected pay range for this position is $125,000.00 - $150,000.00 annually depending on experience, relevant skills, and geographic location.

Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.