Personal Lines Service Center Operations Unit Manager

Ohio Farmers Insurance Company
United States, Ohio, Westfield Center
Jan 08, 2025
The Personal Lines Service Center Operations Unit Manager is responsible for providing daily direction, motivation, coaching and communication to Service Center staff to ensure that customer calls are answered in a timely, efficient and knowledgeable manner. The role oversees and handles the performance and development of the staff. The role develops new business opportunities/sales efforts for the Service Center and relationship management for existing Service Center agency customers. The role also establishes budget for this profit center in accordance with corporate guidelines, manages the expenses throughout the year and provides reforecasts and variance explanations as needed. Supports and supervises Service Center staff to ensure adherence to company standards for quality and performance. Troubleshoots issues involving agencies, customers and carriers. Ensures that all elevated issues are documented and handled expeditiously. Serves as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with carrier employees, current and potential agencies, and individual customers. Oversees development and implementation of business processes in an environment of continuous improvement that maximizes efficiency. Tracks and reports business analytics for quality, efficiency, productivity, and compliance. Assists with training licensed agents and support staff on existing, revised, and new processes, customer service guidelines, and best practices. Oversees and handles routine customer service functions such as inquiries/changes, new business processing, quoting, troubleshooting and providing insurance advice to customers. Provides backup/overflow capability for team and attends company/industry training and networking functions as appropriate. Assists in implementation of new agencies, training of agency personnel and other agency relationship management as assigned. This includes maintaining relationships between agency, carrier and Service Center. Owns accountability for talent management and navigation of employee related issues that impact morale and work environment to ensure a high performing team including hiring and selection, succession planning, performance and compensation management, and employee development and career coaching as required. Manages priorities and workload distribution and removes barriers that impede progress. 7 -10 years of experience in Sales, Business Analysis, Customer Service or a related field. Bachelor's degree in Business, Sales or a related field and/or commensurate work experience. Property Casualty Agent License (to obtain within 6 months of employment) Location Remote Behavioral Competencies Collaborates Communicates Effectively Customer Focus Decision Quality Nimble Learning Builds Effective Teams Business Insight Develops Talent Directs Work Ensures Accountability Manages Complexity Founded in 1848, Westfield is a global leader in property and casualty insurance, delivering superior risk insights and innovative solutions to customers through a diverse portfolio of insurance products. Westfield underwrites commercial, personal, surety, and specialty lines of coverage through a network of leading independent agents and brokers in the United States and specialty products through Lloyd's of London Syndicate 1200. As a mutual insurance company with more than 3,000 employees, Westfield has revenues in excess of $4 billion and more than $10 billion in assets.