Service Operations Manager Jobs in Indiana

General Description

Responsible for managing the operational activities of all client service functions. Take charge of the onboarding and retention process for new and existing clients.

Responsibilities:

• Responsible for full-cycle management and development of assigned Employee Account Management team. Manage, train and coach all client facing staff on all job functions.
• Develop and implement best practices related to customer service platform and systems.
• Drive strategic customer service initiatives. Implement process and efficiencies in the non-productions staff.
• Ensure staff understand the production messaging and USI value proposition in the marketplace.
• Understand and maintain the OpCo budget, as well as appropriate staffing levels.
• Act as advisor for largest/most important accounts.
• Accountable for team adherence to departmental retention goals and client service level agreements. Manage team quality control of client renewals and ensure adherence to service standards. Drive consistent and predictable long-term profitable client relationships.
• Manage assignment of clients based on size and needs.
• Work with Practice Leader in development and refinement of Value Propositions.
• Advise clients on industry trends, legislative rulings and market events. Coordinate internal resources/experts to assist all producers on sales opportunities.
• Understand and communicate USI’s Employee Benefit initiatives to staff.
• Positively and proactively represent USI in meetings, seminars, trade shows and networking events.
• Assist in developing positive carrier relationships.
• Drive utilization and keep current all protocols as relates to Sagitta and BenefitPoint.
• Create a positive communication and leadership team with the AE Team leaders.

Knowledge, Skills and Abilities:

• 10+ years of related insurance experience in a client interfacing role. College degree preferred.
• Prior managerial experience required. Strong team leadership abilities.
• Must hold or be willing to earn life & health insurance license.
• Keep informed about industry information, technology and trends.
• Able to understand, interpret and convey technical information to others.
• Broad understanding of general accounting practices.
• Ability to adapt to changes in systems, procedures, processes and policies.
• Excellent organizational, time management and multi-tasking skills.
• Comfortable with internet-based programs and Microsoft Office products. Knowledge of Benefitpoint preferred, but not required.
• Effective interpersonal, problem solving and conflict resolution skills along with sound judgment.
• Excellent oral and written communication skills.

Why USI?

With approximately $3 billion in revenue and over 10,500 associates across approximately 200 offices nationwide, USI is one of the largest insurance brokerage and consulting firms in the world. At USI, we have created one of the most dynamic personal and professional development cultures in the industry. We invest heavily in our associates, and we take pride in celebrating their growth and success through our one-of-a-kind employee reward and recognition programs.

Unrivaled Resources and Support

What truly distinguishes USI as a premier insurance brokerage and consulting firm is the USI ONE Advantage®, a game-changing value proposition that delivers to clients a robust set of risk management and benefit solutions with bottom-line financial impact. USI ONE® represents Omni, Network, Enterprise—the three key elements that set USI apart from the competition. Through USI ONE, we develop strategic, timely, and effective risk management and benefit programs in terms that are easy to understand, and we demonstrate how the solutions can have a positive economic impact.

Industry-Leading Programs, Rewards, and Recognition

In addition to competitive pay, incentives, and benefits, USI recognizes associates through our Summit Awards program, rewarding excellence in those who build our brand each day. USI offers employee programs that recognize outstanding achievement and help our associates lead healthy, productive lives. We turn care into action with our award-winning wellness program, college scholarships for associates' children, and financial help in times of need.

Deep Community Engagement

We are committed to giving back to our local communities and supporting a culture of environmental sustainability. From sharing our time, talent, and resources to support local non-profit organizations, animal shelters, and environmental beautification and restoration projects – to partnering with eco-conscious vendors and taking steps to reduce our own environmental footprint – we’re working together as ONE to build a better future.

Committed to a Diverse and Inclusive Workplace

Our award-winning I’m With U diversity and inclusion program educates our associates to help them better understand and serve our clients, prospects, fellow team members, and local communities through curated education and training resources, employee support programs, and community outreach initiatives to build a more diverse, equitable, and inclusive culture.

Nationally Recognized as a Top Insurance Employer

• Recognized as one of Insurance Business America’s Top Insurance Employers eight consecutive years (2018-2025).
• Named to Business Insurance’s annual list of the Best Places to Work in Insurance six years in a row (2020-2025).
• Named to Fortune’s Best Workplaces in Financial Services & Insurance list for the last two years (2024-2025).
• Certified as a Great Place To Work two years in a row (2024-2025).

Visit our Awards and Accolades page for a complete list of our latest industry awards and recognitions!

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.