Manager, Horace Mann General Agency Service

Responsibilities

• Lead and manage daily operations of the Agency Service Center to ensure achievement of SLAs and KPIs
• Oversee service delivery for policy maintenance, billing inquiries, and customer account changes
• Recruit, coach, and develop supervisors and service professionals
• Drive continuous improvement of training, quality assurance, and operational processes
• Manage escalated customer and agent concerns by identifying root causes
• Utilize dashboards and analytics to drive accountability and data-driven decision-making

Requirements

• Bachelor's degree in a related field or equivalent professional experience
• Minimum 2 years of leadership experience in an insurance service center, agency operations, or contact center
• Proven success in driving operational excellence and employee engagement
• Strong understanding of insurance policy administration and workflow management
• Experience leading leaders and managing performance across multiple teams

Preferred Qualifications

• Active Property & Casualty insurance license or ability to obtain one
• Experience leading operational transformation or continuous improvement initiatives
• Experience utilizing performance dashboards and workforce metrics

About the Company

Horace Mann was founded in 1945 to provide quality, affordable insurance for educators. Today, the company serves more than 4,100 school districts nationwide, helping educators protect their assets and prepare for the future through tailored insurance and financial products.