Location: Orlando and Lakeland
Employment Type: Full-Time
The insurance agency is a company committed to serving clients with integrity, compassion, and excellence. We strive to build a faithful community through trusted insurance solutions, personalized service, and long-term relationships.
Vision: Building a faithful community through trusted insurance solutions.
Position Summary
The Operations Manager serves as the operational backbone of the insurance agency, working in close partnership with the President and all department heads to drive performance, accountability, and sustainable growth. This is a hands-on leadership role designed for an experienced insurance professional who thrives in a fast-paced, transformation-stage environment and is passionate about building high-performing teams.
This leader will oversee the full spectrum of agency operations spanning Personal Lines and Commercial Lines and will split time equally between the Orlando and Lakeland offices to maintain an active, visible presence with both teams. The Operations Manager will be the connective tissue between vision and execution, translating the President’s strategic direction into measurable results at the team level.
Key Responsibilities
Oversee day-to-day operations across Personal Lines and Commercial Lines departments in both Orlando and Lakeland offices
Lead all-hands and departmental team meetings with structure, purpose, and consistent follow-through
Partner directly with the President and department heads to align operational priorities with agency growth goals
Serve as the primary point of accountability for agency-wide execution, ensuring initiatives move from planning to results
Identify and eliminate operational bottlenecks, redundancies, and inefficiencies across the agency
Establish and monitor individual and team KPIs across sales, retention, and service metrics
Conduct regular performance reviews, one-on-ones, and performance improvement conversations with direct reports
Build a culture of accountability where expectations are clear, results are measured, and non-performance is addressed decisively
Identify high-potential team members and create development pathways to retain top talent
Partner with HR to manage corrective action processes and performance documentation
Champion a sales-first mindset throughout the agency, reinforcing goals around new business acquisition, cross-selling, and upselling
Monitor and drive retention metrics, proactively identifying accounts at risk and supporting the team in renewal strategies
Track book of business growth across both lines and report progress to the President on a regular cadence
Collaborate with producers and account managers to remove obstacles that impede sales activity or renewal success
Analyze pipeline reports, close rates, and production data to inform coaching and resource allocation decisions
Lead the full hiring process for all agency roles — from job scoping and sourcing to interviewing, selection, and onboarding
Partner with HR to design job descriptions, compensation structures, and onboarding plans that set new hires up for success
Address performance gaps decisively and make difficult people decisions including exits in a fair, compliant, and timely manner
Build a bench of talent to support BIC’s growth trajectory and reduce single-point-of-failure risk
Foster a positive, high-accountability culture that attracts and retains top-performing insurance professionals
Required Qualifications
5+ years of experience in the insurance industry, with a minimum of 2 years in a supervisory or operations leadership role
Direct experience working within a small to mid-size independent insurance agency (required)
Demonstrated experience managing both Personal Lines and Commercial Lines operations
Proven track record of leading teams, driving accountability, and achieving measurable performance results
Strong working knowledge of sales pipelines, retention strategies, and book of business growth principles
Experience hiring, developing, and exiting team members with professionalism and compliance awareness
Solid understanding of agency management systems, production reporting, and operational workflows
Active Florida Property & Casualty (P&C) License or ability to obtain within 60 days of
Ability to travel between Orlando and Lakeland offices on a consistent 50/50 schedule
Bilingual in English and Spanish preferred
Preferred Qualifications
Experience leading agency operations during a period of growth, restructuring, or transformation
Familiarity with carrier relationships, appointment processes, and Florida market compliance requirements
Exposure to HR processes including performance management, hiring workflows, and employee documentation
Experience with AMS platforms such as Applied Epic, HawkSoft, EZLynx, or similar tools
Pay: $60,000.00 - $65,000.00 per year
Work Location: In person
