Operations

• Responsible for direct management of Account Team staff
• Manage Account Management staff, monitor performance, and provide coaching
• Ensure compliance with HR processes and policies
• Ensure productivity, efficiency, quality, and service standards
• Manage staff days off calendars for service continuity
• Ensure appropriate staffing levels and recommend adjustments
• Participate in interviewing and hiring recommendations
• Prepare and deliver performance evaluations
• Provide coaching, consultation, and training
• Encourage growth and development of personnel
• Develop future branch operations leaders
• Promote IOA culture and improve engagement
• Identify performance gaps and implement corrective actions
• Monitor and interpret performance data
• Maintain transparent communication with leadership
• Develop and ensure compliance with core work processes
• Implement and enforce company policies
• Maintain high technical competence and industry expertise
• Continuously improve management and leadership skills
• Develop and maintain positive, productive relationships with IOA leadership, peers, co-workers, and employees

Branch Operations Supervisor – Commercial Lines

Operations Manager

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Senior Vice President, Global Development Operations