Service Excellence Manager Jobs in Raleigh, NC (NOW HIRING)

Title: Operations Supervisor – Commercial Lines 

Work Mode: Remote (Southeastern US only) | Location/Supporting: Longwood, FL | Book Focus: General, Select Business
Please note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. To view our branch locations, please visit: ioausa.com/locations 

 
About the Role: The Operations Supervisor – Commercial Lines is responsible for direct leadership and day-to-day oversight of Account Management staff within the branch. This includes guiding team performance, ensuring compliance with established processes and procedures, maintaining service excellence, supporting staff development, and strengthening operational efficiency. Additionally, this role serves as a senior-level resource for complex client service needs and manages an assigned book of business. 

Key Responsibilities: 

• Performance Standards: Monitor productivity, efficiency, quality, and service standards. 

• Culture Promotion: Promote IOA culture and support team engagement. 

• Professional Development: Support ongoing staff training and development. 

• Succession Planning: Develop future branch operations leaders. 

• Direct Staff Management: Lead Account Management staff and provide coaching and guidance. 

• HR Management: Ensure compliance with HR policies and processes. 

• Recruitment and Onboarding: Participate in hiring, interviewing, and onboarding. 

• Performance Communication: Deliver evaluations and maintain transparent communication with leadership. 

• Workflow Management: Assign and balance workloads to ensure service continuity. 

• Operational Process Excellence: Implement and enforce processes and best practices. 

• Data Analysis: Monitor and interpret performance data and take action as needed. 

• Data Integrity: Maintain accurate data across agency and carrier systems. 

• Account Management: Manage an assigned book of business. 

• Technical Support: Serve as a subject matter expert for coverage and service questions. 

• Client Relationship Management: Manage client relationships and support renewals and service needs. 

• Policy and Service Administration: Oversee policy administration, placement, billing, claims support, and documentation of accuracy. 

• Renewal and New Business Execution: Lead or support the full renewal and new business process. 

• Service Excellence: Deliver excellent service and proactively anticipate client needs. 

• Culture Promotion: Promote IOA culture and improve engagement. 

• Policy Compliance: Stay updated on company policies and procedures. 

• Champion IOA Values: Demonstrate integrity and leadership. 

 
Ideal Candidate Qualifications: 

• 5+ years of industry experience; or 7+ years of sales, marketing or relationship management experience 

• Thorough knowledge of insurance brokerage and client needs 

• Required active licensing 

• Professional designations preferred 

• Strong analytical, problem-solving, and decision-making skills 

• Exceptional customer service, communication, multitasking, and organizational skills 

• Proficiency in MS Office (Outlook, Word, Excel) 

• High School Diploma (or equivalent) 

 
What We Offer: 

• 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/family life balance 

• Community service commitment 

• Supportive teammates and a rewarding work environment 

 
What to Expect (Application Process): 

• 30-Minute Phone Screen, Online Assessments, and Interview(s)