Career Opportunities
Managing Director of Operations - Charleston, SC
JOB DESCRIPTION:
Create a positive first impression on behalf of the agency. Actively work with all staff members to provide a comfortable, friendly, and effective work environment.
This position handles a variety of tasks daily and responsibilities and duties change with the environment. Flexibility is key as well as being self-motivated.
REQUIREMENTS:
- An active Property & Casualty license in the state of South Carolina is required for this position, along with complying with continuing education requirements
- Bachelor’s degree required in a related field (i.e. Risk Management, Business, etc.); Master's preferred
- Knowledge of Applied Systems (TAM or EPIC) and independent agency experience is strongly preferred
ESSENTIAL FUNCTIONS
- Strong attention to detail, ability to multitask, and willingness to help are critical to the success of this position
- This position will be tasked with solving problems, thinking strategically, correcting and improving processes, and forward-thinking of short and long-term goals for the success of the agency
- Manage and oversee all agency operations for multiple locations
- Set up agency management system’s download nightly, review communication log every morning and distribute exceptions report, distribute claims and activity notes report to Licensed CSR, and fix any errors or download issues
- Run and manage suspense reports daily (policies, claims, activity notes, and forms)
- Handle escalated customer calls if Account Manager is unable to resolve issue
- Be available to assist Account Managers, CSRs, and Receptionists as needed with questions and issues
- In charge of initial onboarding, including recruitment, job post preparations, reviewing and filtering resumes, conducting initial telephone interviews and reference checks, and drafting offer letters
- Manage and administer training for all agency positionsWork alongside the President for any issues requiring corrective action or disciplinary action, up to and including termination
- Set up new computers and work stations for any new employee (both McKenna Agency and Lighthouse)
- Enable or disable access for new licensed personnel in Nationwide, Applied, Rater, and all other carrier sites
- Responsible for correcting and fixing minor IT issues with computer, printer, scanner, fax, postage machine, telephones, and agency systems
- Set up downloads for carriers, claims, activity notes, and policy information and ensure successful download procedure is in place for the agency's management system - Applied TAM
- Monitor productivity, track success with agency initiatives, and provide feedback and solutions to the President
- Conduct file audits to ensure compliance with regulations and guidelines for both the agency and carrier involved
- Handle HR concerns for staff members as the initial contact then escalate to the President if necessary
- Work alongside the President for any issues requiring corrective action or disciplinary action, up to and including termination
- Write up and conduct performance evaluations for all W2 employees annually or per President’s suggestion
- Manage hours worked and use strong discernment regarding agency closings/delays for natural disasters, holidays, etc., including approving vacation, PTO, and sick requests for staff members
- Manage agency website and social media accounts to ensure information is accurate, up-to-date, and in compliance
- Review, understand, communicate, and update Agency Handbook as needed with proper legal jargon and labor law requirements
- Work closely with the Managing Director – Finance – Backend, President, & Vice President to effectively manage, communicate, and lead Agency in a positive direction
- Additional projects and duties as assigned