Senior Director of Operations

Objective:

HIB Marketplace Services LLC is a wholly owned company of Heffernan Insurance Brokers. The Senior Director of Operations plays a vital leadership role in driving operational excellence, scalability, and strategic growth initiatives throughout Marketplace. This individual will oversee essential business functions, manage operational workflows, and collaborate with executive leadership to align business strategy with execution. The ideal candidate possesses extensive experience in the insurance industry—preferably wholesale brokerage—and has a proven record of implementing operational improvements and strategic initiatives.

 

Responsibilities Include:

Operations Leadership

• Oversee and enhance critical processes, including submission intake, policy issuance, accounting workflows, and compliance procedures.
• Implement and manage KPIs to ensure high service standards, operational efficiency, and cost control.
• Lead cross-functional teams to streamline workflows and introduce automation and technology improvements.
• Serve as a primary link between departments to promote efficient collaboration among sales, marketing, finance, and technology.

Strategic Planning & Execution

• Collaborate with executive leadership to shape and implement the firm’s strategic goals, including growth initiatives, market expansion, technology development, and M&A integration.
• Analyze internal operations and market trends to identify opportunities for business improvement and competitive advantage.
• Support due diligence and operational integration of acquired firms or teams.
• Develop and implement strategic projects focused on scaling operations and enhancing profitability.

Process Improvement

• Lead digital transformation initiatives and promote technology adoption throughout the organization.
• Manage key vendor relationships, corporate compliance and licenses.
• Collaborate with vendors to implement or upgrade systems such as policy management, CRM, and analytics platforms.
• Monitor performance metrics to identify inefficiencies and lead initiatives aimed at enhancing process quality and speed.

Team Leadership

• Lead and develop high-performing teams across operations and strategic functions.
• Foster a culture of accountability, innovation, and continuous improvement.
• Mentor mid-level managers and staff to build internal capabilities and succession planning.

 

Requirements:

• Education – High School graduate/GED required.
• Minimum eight (8) years of progressive working experience in operations in the insurance industry.
• Deep understanding of wholesale insurance brokerage operations and market dynamics.
• Hands-on experience building operational infrastructure and managing cross-functional teams.
• Effective communication and collaboration skills, both written and oral.
• Strong analytical skills, financial acumen, and experience with data-driven decision making.
• Must be organized, yet flexible, and able to manage time effectively in a start-up environment.
• Must be proficient with MS Suite, particularly Excel, Word, and PowerPoint. Expertise in tools such as Applied EPIC or other insurance-related systems is preferred.
• Professional demeanor and behavior required. Embody the Heffernan Habits as illustrated herein.

 

Compensation:

The base salary range for this position is $150,000 to $185,000. The offer will depend on the geographic region, job-related knowledge, skills, and experience, among other factors. This role will be eligible to participate in a discretionary annual incentive program. Heffernan offers a comprehensive benefits package; more details on which can be found at https://www.heffins.com/about-us/careers.

 

Heffernan Habits:

These are core values that represent our unique culture.

• Smooth The Path And Be Respectful – Being respectful of one another is critical to developing and maintaining strong relationships. We are in this together as a team.
• Do Good – This is our core. We strive to do good for our clients, our company and our communities.
• Know Your Clients And Foster Relationships – Take the time to listen and learn. Build, maintain, and enhance the connections you make every day.
• Have Fun