At Horace Mann, we're committed to delivering exceptional service to our agents and customers while supporting educators across the country. We are seeking a collaborative and results-driven Manager, Horace Mann General Agency (HMGA) Service to lead our Agency Service Center and champion a culture of service excellence, operational performance, and continuous improvement.
In this leadership role, you'll oversee the day-to-day operations of the Agency Service Center, develop and coach high-performing teams, and partner across the organization to enhance processes, technology, and the overall agent and customer experience. The ideal candidate is passionate about developing people, improving operations, and creating an environment where service excellence thrives.
Key Responsibilities
Service Leadership & Performance
- Lead and manage the daily operations of the Agency Service Center, ensuring achievement of service level agreements, quality standards, and key performance indicators (KPIs).
- Oversee service delivery for policy maintenance, billing inquiries, customer account changes, and other agency support functions.
- Utilize dashboards, analytics, and quality metrics to drive accountability, improve performance, and support data-driven decision-making.
- Foster a culture of ownership, professionalism, and operational excellence that reflects the mindset of a high-performing agency.
Leadership & Team Development
- Recruit, coach, develop, and empower supervisors and service professionals to build a best-in-class service organization.
- Provide ongoing mentoring and performance coaching that promotes employee engagement, accountability, and professional growth.
- Inspire teams to deliver exceptional service while balancing efficiency, accuracy, empathy, and compliance.
- Build an inclusive, collaborative environment that recognizes achievement and encourages continuous learning.
Operational Excellence & Continuous Improvement
- Direct Agency Service Center operations, including training and quality assurance programs, to ensure consistency and service excellence.
- Lead the development and continuous improvement of training, quality assurance, and operational processes.
- Partner with internal business units and external partners to optimize workflows, improve technology utilization, and enhance customer communication.
- Identify opportunities for automation, knowledge management improvements, and operational efficiencies that improve both the agent and customer experience.
Customer & Agent Experience
- Champion Horace Mann's commitment to delivering Distinctive Service in every customer and agent interaction.
- Manage escalated customer and agent concerns by identifying root causes and implementing long-term solutions.
- Leverage customer feedback, agent insights, and operational metrics to continuously improve service delivery and satisfaction.
Qualifications & Experience
Required
- Bachelor's degree in a related field or an equivalent combination of education and relevant professional experience.
- Minimum 2 years of leadership experience within an insurance service center, agency operations, or contact center environment.
- Demonstrated success driving operational excellence, service quality, and employee engagement.
- Strong understanding of insurance policy administration, customer service operations, and workflow management.
- Experience leading leaders and managing performance across multiple teams.
- Exceptional communication, analytical, and leadership skills with the ability to influence cross-functional partners.
Preferred
- Active Property & Casualty insurance license or the ability to obtain within a designated timeframe.
- Experience leading operational transformation or continuous improvement initiatives.
- Experience utilizing performance dashboards, workforce metrics, and quality assurance programs.
Skills & Competencies
- Leadership and talent development
- Customer experience and service excellence
- Operational strategy and process improvement
- Performance management and coaching
- Cross-functional collaboration and influence
- Data-driven decision making
- Organizational planning and execution
- Change management and continuous improvement
Additional Information
- Remote position.
- Normal office environment.
- Periodic travel may be required.
Salary Range:
$66,500.00-$92,000.00 + incentive
Salary is commensurate to experience, location, etc.
#APP
Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.
We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.
EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
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