Job Details

Acuity is seeking a Manager - Service Center to be responsible for the general supervision of employees on assigned teams. This role ensures standards are consistently met within those teams related to service time, quality, and productivity, while also authorizing overtime as necessary to support business needs and maintain high service levels.

Internal deadline to apply: February 25th

ESSENTIAL FUNCTIONS:

• With respect to employees supervised: assigns and directs work, provides on-the-job training and coaching, monitors productivity and quality, evaluates performance, and communicates wage and salary reviews. Meets with employees monthly to discuss team and individual performance.
• Validates two percent of experienced employees' work and 100 percent of newly hired/trained employees' work. Provides important feedback loop to improve agent and customer experience.
• Continuously reviews systems and procedures relative to the current corporate and industry environment and recommends adjustments that ensure efficient and accurate processing of work. Suggests procedures to minimize Error and Omission exposure.
• Keeps up-to-date on all procedural and system changes pertaining to assigned team and ensures employees understand and implement the changes. Actively processes the full range of duties and assists with coverage. Proactively responds to an ever changing environment.
• Maintains process documentation, meeting minutes, audit/performance records and other documentation for assigned units. Utilizes the agency management system to provide executive level reports. Partners with other areas to verify consistent reporting.
• Corresponds with agents, insureds and other internal departments as necessary to maintain service levels and solve problems. Maintains knowledge of independent agency industry and evaluates opportunities.
• Evaluates staffing situations and prepares recommendations regarding transfers, promotions, hires and terminations. Interviews prospective employees.
• Manages to an annual budget.
• Assists with the preparation and maintenance of an emergency work continuation program.
• Regular and predictable attendance.
• Performs other duties as assigned.

EDUCATION:

High school diploma. Bachelor's degree or commensurate experience preferred. Wisconsin Property and Casualty insurance license and at least one agency insurance designation required. Work towards a second designation preferred.

EXPERIENCE:

Prior managerial, process redesign and clerical experience. Technical knowledge of insurance and the tasks of assigned team is helpful. Experience in all phases of selling and servicing insurance through digital and traditional channels. Experience with agency management systems, lead management systems, and general agency operations.

OTHER QUALIFICATIONS:

• Strong leadership, communication, interpersonal, and conflict resolution skills.
• Ability to work under pressure, set priorities, multi-task and meet deadlines.
• Confidentiality.
• Technical aptitude.
• Near perfect attendance.

*Acuity does not sponsor applicants for U.S. work authorization.*

This job is classified as exempt.

The salary range for this position is $90,000-$105,000 annually. This salary range is an estimate, and the actual salary will vary based on applicant's education, experience, knowledge, skills, and abilities.

For this role, Acuity offers a comprehensive benefits package, including a generous 401(k) contribution, medical, dental, vision, life and disability insurance, paid time off, an Employee Assistance Program, and more. A full description of benefits and eligibility will be provided to candidates during the hiring process.

We are an Equal Employment Opportunity employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability and require reasonable accommodations to apply or during the interview process, please contact our Talent Acquisition team at ...@acuity.com. Acuity is dedicated to offering reasonable accommodations during our recruitment process for qualified individuals.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.