Director of Operations - Commercial Lines

Job Summary

The Director of Operations is responsible for providing strategic leadership to the regional commercial client service team by partnering with the Regional President, regional leaders, other EPIC platforms, and senior leadership to establish and achieve short and long-term objectives, plans and strategies.  Supporting the Regional President, this role contributes significantly to the annual budgeting process to ensure proper allocation of agency resources and alignment with financial and operational goals.  Additionally, this role ensures that the region’s client service operations reflect EPIC’s market strategies and operating principles.  Success in this role requires an entrepreneurial mindset and the agility to adapt quickly to changes in the insurance marketplace, within the region, and across the broader organization, and the ability to gain buy-in and support along the journey.

Location

The ideal candidate will be located in close proximity to work a hybrid schedule either out of Carmel, IN, Terra Haute, IN or Chicago, IL offices.                                                                 

Key Traits & Competencies

• Strategic Vision: Synthesizes industry, economic, and regulatory trends into actionable strategies.
• Innovative Leadership: Drives continuous improvement and future-focused planning.
• Collaborative Execution: Works across departments to implement consistent policies and practices.
• Talent Development: Identifies, attracts, and retains top talent; fosters team growth and succession planning.
• Accountability & Urgency: Holds self and others to high standards with a strong sense of urgency.
• Financial Acumen: Analyzes expenses and performance to meet financial objectives.
• Emotional Intelligence: Communicates effectively and builds trust across teams.

Key Responsibilities:

Team Leadership Operations

• Provides leadership for the team through effective communication, coaching, training, and development.
• Manages the staff’s workload, annual goals and ensures the team remains within expense parameters.
• Leads and holds client service team and placement team to established standards and execution on deliverables.
• Meets or exceeds established client service performance metrics.
• Exhibits and promotes positive team and corporate culture.
• Fosters innovative thinking and encourages team members to put forth and participate in new ideas to improve the team and the company.
• Encourages working relationships among team members and others that demonstrate our best and brightest characteristics.
• Monitors and assigns staff workloads.
• Maintains regular touchpoints with team members to communicate company updates, team performance, and other data relevant to their roles.
• Appreciates individual accomplishments by utilizing recognition practices; shares team success broadly and asks others to recognize as appropriate.
• Works closely with information technology on issues impacting the team and region.
• Manages relationships with carriers, wholesalers, and program business partners to align placement and appetite strategies; oversees contractual processes via legal review system, provides annual EPIC insurance updates, and tracks contingency performance.

Financial Operations

• In conjunction with Regional Leadership, works with FP&A to analyze financial and operational information spotting patterns and trends.
• Manage A/R process and track A/R issues in partnership with team leaders.  Works with Client Service Teams to ensure issues are resolved timely.  Escalate issues to Regional Leadership and production as needed. 
• Manage expense reports for direct reports.

Client Service Operations

• Advocates for our clients’ interests.
• Inspires team members to provide high level of service to clients by building personalized relationships and understanding our clients’ business and industry.
• Train team members to understand how to leverage procedures to improve efficiency, consistently execute our client service platform, and maintain professional service standards.
• Encourages and solicits feedback to improve processes and efficiencies.
• Confirm client service platform is in alignment with overall EPIC service standards so there is consistency across the service platform to reduce E&O exposure and make certain that clients are receiving excellence from EPIC in all deliverablesand holds team accountable.