Manager, Agency Services - Remote Eligible

Manager, Agency Services

Job Summary

The Manager, Agency Services – Commissions is responsible for leading, coaching, and developing Agency Services team members to provide efficient, compliant, and high-quality service to our customers. This role requires a highly analytical individual who investigates root causes and enhances processes rather than applying temporary fixes. This position will collaborate with Sales Teams, business unit partners, distribution partners, and internal departments to ensure timely and accurate commission and bonus payments.

Duties and Responsibilities

• Apply advanced analytical skills and working knowledge of commissions procedures and regulations, proactively staying informed of regulatory requirements and changes by continuously educating yourself.
• Investigate underlying issues by analyzing procedures, job shadowing employees, and conducting root cause analysis to ensure processes are efficient and accurate.
• Oversee the commission system, calculations, numerous compensation structures, tables and ensure accuracy, including DTCC, ACH, EFT, check payment processing. Provide timely responses and impact analysis when errors are determined.
• Serve as liaison between independent producers, their up-lines, third party administrators, Contracting & Licensing, and Legal. Finance, Audit and other departments as needed.
• Build and maintain a high performing team: select, develop, coach and reward/recognize team members.
• Effectively manage resource pool by making strategic decisions that consistently maintain quality and service level expectations.
• Develop and monitor department and individual KPI's, SLA's and goals that align with enterprise goals and provide analysis to the AVP of Agency Services, continuously evaluate and adjust department and team targets to ensure culture of high performance and engagement is maintained within the team.
• Partner in strategic planning to develop departmental operational plans to maximize the departments compliance, efficiency, productivity, and overall performance while thinking enterprise wide.
• Collaborate with IT to troubleshoot and triage system-related issues, ensuring seamless integration and problem resolution.
• Lead meetings and set a strong example through managerial courage, holding team members accountable for performance and adherence standards.
• Analyze commission data and identify trends to inform strategic decision making.
• Support and oversee department-level training, including procedure documentation and review.
• Support internal, external, SOX controls, and audit remediation. Manage key controls, state regulation data validation, including financial controls.
• Develop and execute business goals for yourself and your team to drive performance and achieve organizational objectives.

Experience and Education Requirements

• 7+ years of experience in the insurance or financial services industry with an emphasis on Commissions and/or Licensing.
• 3+ years supervisory experience
• Insurance industry experience preferred as well as previous experience working with agents/IMOs, and Financial Institutions
• Prior management of KPIs, SLAs, planning, and workforce data management

Knowledge, Skills & Abilities

• Demonstrated leadership and change management experience.
• Exceptional analytical skills with a focus on root cause analysis and process improvement.
• Comprehensive understanding of state licensing regulations and accountability for compliance.
• Critical thinking, apply judgement and exercise sound reasoning to make and support decisions.
• Self-motivated with solid time management skills and the ability to work independently while maintaining a motivating and fair work environment.
• Strong communication/interpersonal skills with emphasis on customer services, conflict management, teamwork, and coaching skills.
• Proficiency in MS Excel and experience collaborating with IT for troubleshooting triage.
• Managerial courage to lead by example and hold team members accountable.

Other Requirements

• Perform other functions, duties and projects as assigned.
• Regular and punctual attendance.
• Some travel required (less than 10%)