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Integrity · 1 day ago

Operations Supervisor (Insurance / Financial Services)

Addison, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

Integrity is a leading independent distributor of life, health, and wealth insurance products. The Operations Supervisor at PHP Agency will oversee life and annuity case submissions, manage a team of case managers, and ensure efficient application processing while providing exceptional customer service.

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Responsibilities

Lead and develop Team Leads and new business case managers, building a pipeline of future leaders

Set clear and hold accountable - KPIs, performance standards, and SLA aligned with PHP’s goals and culture

Conduct 1-on-1 meetings, team huddles, and performance coaching sessions to drive individual growth and team cohesion

Provide ongoing feedback, mentoring, and coaching to enhance professional development and leadership readiness to both Team Leads & New Business Case Managers

Deliver and oversee training for new hires and existing team members, ensuring mastery of processes, systems, customer service communication while maintaining compliance standards

Identify ongoing skill gaps and implement development plans to upskill team members

Conduct consistent quality audits of work and calls to ensure accuracy, consistency, and company standards are met

Drive a culture of continuous improvement, identifying inefficiencies and implementing solutions to optimize workflows

Partner with peer department managers and leadership to ensure seamless support and white glove customer service is provided for PHP agents

Act as the primary cross-functional connector for escalated workflows spanning multiple departments

Spearhead process alignment, shared service technology improvements, new system process is adopted to enhance operational efficiency

Serve as a trusted escalation partner for Team Leads, carrier partners, and field agents on sensitive or high-impact issues

Personally manage and resolve high-level or escalated cases involving carrier partners

Build and maintain trusted relationships with field agents, leadership, carrier partners, and vendors, serving as a reliable voice for transparency, speed, and fairness

Foster mutually respectful partnerships with external stakeholders to strengthen operational outcomes

Monitor day-to-day team activities, performance, collaboration, and attitudes, taking corrective action as needed to maintain a high-performance culture

Delegate tasks and responsibilities effectively, ensuring accountability and timely completion within service-level agreements (SLAs)

Track work queues, turnaround times, and system workloads, implementing plans to meet or exceed performance goal

Troubleshoot and resolve complex operational issues or escalated calls/cases as necessary

Lead or participate in special projects and initiatives to drive department-wide improvements

Keep management informed of personnel issues, operational challenges, and team performance both positive and negative

Prepare and deliver daily, monthly, quarterly, and annual reports to track productivity, quality, and trends

Report corrective actions, process adjustments, and performance improvements based on data insights

Provide regular updates on close-out statuses, and departmental results, performance updates maintaining clear and open communication with leadership

Qualification

Life insurance operationsLeadershipCross-department collaborationCRM/ticketing toolsMicrosoft SystemsAnalytical mindsetLifeAnnuity underwritingCustomer serviceProcess developmentMentoring

Required

3–5 years of experience in life insurance operations or case management

Proven leadership and cross-department collaboration in a fast-paced, regulated environment

Ability to mentor teams and maintain alignment with field-driven culture

Strong systems thinking and familiarity with CRM/ticketing tools

Familiarity of Microsoft Systems – Word, Excel, PowerPoint, BI Reporting

Analytical mindset with strong reporting and process development skills

Passion for accuracy, service, and agent enablement

Experience with life and annuity underwriting and carrier guidelines

Benefits

Medical/Dental/Vision Insurance

401(k) Retirement Plan

Paid Holidays

PTO

Community Service PTO

FSA/HSA

Life Insurance

Short-Term and Long-Term Disability

Company

Integrity

Integrity is a leader in providing holistic life, health and wealth planning and solutions designed to help Americans prepare for the good days ahead.

Founded in 2006

Dallas, Texas, USA

5001-10000 employees