Manager, Agency Services - Licensing

Job Summary

The Manager, Agency Services - Licensing is responsible for leading, coaching, and developing Agency Services team members to provide efficient, compliant, and high-quality service to our customers in support of the business unit’s goals and established service level agreements.  This position provides oversight in regard to agent compliance and avoidance of licensing delays to ensure timely issuance of New Business. This position will serve as a point of contact for our Sales Team and business partners which include IMO’s, Bank’s and Broker Dealers and Internal Departments.

Duties and Responsibilities

• Maintain an advanced understanding and working knowledge of Licensing, and Contracting procedures and regulations. This will include license, appointment, and training requirements for various states. 
• Proactively stay informed of regulatory requirements and updates by continuously remaining educated, confirming understanding, and developing and implementing necessary changes and effective communication plans to reduce risk.
• Serve as a liaison between independent producers, their up-lines, third party administrators, Commissions, Contracting & Licensing, and Legal, Finance, Audit and other departments as needed.
• Build and maintain a high performing team
• Effectively manage resource pool by making strategic decision that will 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, Agency Services. Continuously evaluate and adjust department and team members targets to ensure a culture of high performance and engagement is maintained within the team.
• Participate in strategic planning to develop departmental operational plans to maximize the departments compliance, efficiency, productivity, and overall performance while thinking enterprise wide.
• Partner with stakeholders’ enterprise wide to drive large scale initiatives and champion successful change implementation to create value. This may include representing or leading projects.
• Analyze licensing data and identify trends to inform strategic decision-making.
• Create interim solutions while maintaining a big-picture perspective to understand and anticipate the broader enterprise impact.
• Support and oversee department level training including procedure documentation and review.
• Support internal, external, market conduct, state audits/projects. Manage key controls, state regulation data validation, including financial SOX controls and audit remediation.
• 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 Contracting and/or Commissions.
• 3+ years supervisory experience
• Insurance industry experience preferred as well as previous experience working with agents/IMOs, and Financial Institutions.
• Demonstrated leadership and change management experience.
• Prior management of KPIs, SLAs, planning, and workforce data management

Knowledge, Skills & Abilities

• Effective at motivating and managing vision and purpose.
• Commitment to continuous improvement and modernization is essential.
• A comprehensive understanding of state licensing regulations and an accountability for compliance.
• Data analysis, applying knowledge and perspective to articulate insights into business results.
• Critical thinking, apply judgement and exercise sound reasoning to make and support decisions.
• Must be self-motivated and have solid time management skills.
• Able to work independently and possess managerial courage while maintaining a motivating and fair work environment.
• Must be self-motivated, able to work independently and possess managerial courage while maintaining a motivating and fair work environment.
• Strong communication/interpersonal skills with emphasis on customer services, conflict management, teamwork, and coaching skills.

Other Requirements

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

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