Manager, Horace Mann General Agency Service

TL;DR

Manager, hirify.global General Agency (HMGA) Service: Leading the Agency Service Center operations to ensure service excellence and operational performance with an accent on team development, quality assurance, and process optimization. Focus on driving key performance indicators, mentoring supervisors, and enhancing the overall agent and customer experience within an insurance environment.

Location: Remote (USA)

Salary: $66,500–$92,000 + incentive

Company

hirify.global is a publicly traded financial services and insurance company dedicated to helping educators protect their financial future.

What you will do

• Lead and manage daily operations of the Agency Service Center to meet service level agreements and KPIs.
• Recruit, coach, and develop supervisors and service professionals to build a high-performing team.
• Utilize dashboards and analytics to drive data-based decision-making and operational accountability.
• Direct training and quality assurance programs to ensure consistent service delivery.
• Partner with internal and external stakeholders to optimize workflows and technology utilization.
• Manage escalated customer and agent concerns by identifying root causes and implementing long-term solutions.

Requirements

• Minimum 2 years of leadership experience in an insurance service center, agency operations, or contact center.
• Strong understanding of insurance policy administration and workflow management.
• Proven success in driving operational excellence and employee engagement.
• Exceptional communication and analytical skills with the ability to influence cross-functional partners.
• Bachelor's degree or equivalent combination of education and professional experience.

Nice to have

• Active Property & Casualty insurance license.
• Experience leading operational transformation or continuous improvement initiatives.
• Proficiency with performance dashboards and workforce metrics.

Culture & Benefits

• Commitment to a culture of service excellence and professional growth.
• Focus on inclusive and collaborative team environments.
• Opportunities for continuous learning and development.
• Supportive environment dedicated to serving the educator community.