The Western and Southern Life Insurance Company · 23 hours ago
Ops & Support Supervisor
LOUISVILLE, KY, US
Full-time
Onsite
Mid LevelThe Western and Southern Life Insurance Company is seeking an Ops & Support Supervisor to plan, organize, and direct workflow to support the success of offices within the assigned Agency. The role involves ensuring efficient processing of transactions, conducting compliance audits, and training Client Support Specialists while fostering a culture of teamwork and customer service.
Insurance
Responsibilities
Plans, organizes and directs workflow and monitors activities to support the overall success of offices within the assigned Agency
Assists Agency Operations & Support (AOS) management in ensuring efficient, timely and accurate processing of transactions that meet established standards and promotes exceptional service to internal and external customers
Conducts compliance and quality control audits and provides management with timely feedback and statistical results
Partners with the AOS and sales management teams to improve overall effectiveness within the Agency
Recruits, trains and develops direct reports (Client Support Specialists) using the performance management model
Trains new Financial Representatives on various system functions, form completion, reports and standard office procedures
Partners closely with the Agency’s sales leadership teams and represents the Agency in weekly and monthly meetings and company committees as needed
Identifies and implements process improvements
Handles complex customer issues, escalating to AOS or sales management team when appropriate
Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager when necessary and updating manager on a regular basis
Provides professional and courteous service to internal and external clients
Makes independent decisions regarding client requests and resolution of client concerns recognizing when to escalate situations to management
Serves as a first line resource for the agency to research and resolve complex client inquiries and escalated complaints
Resolves inquiries received via inbound and outbound phone interactions, written correspondence or walk-in office visits
Plans, organizes and directs work within all of the assigned Agency’s offices, both on and off site as business needs demand; anticipates resources needed to support changes in staffing or workload
Plans ahead to accommodate changes and minimizes impact to service levels, goals or objectives
Conducts office audits to ensure compliance
Monitors reviews and compiles reports, identifying trends and alerting management of potential problems
Supports and assists sales management and AOS teams with conservation efforts
Identifies cross-selling opportunities and submits potential sales leads identified during client interactions and within natural markets
Collaborates with various departments as needed and escalates to management when necessary
Recruits, trains and develops AOS associates remotely as well as in person
Works with the Training Manager as appropriate
Develops individualized associate education plans
Consults with AOS management to address identified performance issues or deficiencies
Administers cross training programs to ensure AOS staff has the necessary knowledge to support effective Agency operations
Supports Financial Representative recruiting processes by scheduling interviews, sourcing candidate resumes, planning and assisting management with recruiting seminars, and conducting reference checks on potential candidates
Provides onboarding training for newly hired Financial Representatives, including technology, product, and processes related to submitting business and monitoring client information
Fosters a culture in the Agency that promotes open communication, integrity, professionalism, customer service, teamwork, and a sense of urgency
Uses both written and oral communication to keep associates informed of company initiatives and projects, internal procedures, goals, priorities, and Agency or Divisional campaigns
Develops and maintains advanced product and procedural knowledge
Performs other duties as assigned by management
Qualification
Required
Proven experience supervising, mentoring, and motivating individuals. Must cite examples of providing direction, coaching and giving effective feedback to team members
Possesses excellent verbal and written communication skills with the ability to successfully interpret and communicate business needs between field and home office in a clear and concise manner. Will be expected to provide examples of written work such as correspondence, reports, etc
Demonstrated experience in customer service, identifying client problems/issues, providing and initiating effective solutions. Skill in effectively articulating information to clients in an empathetic and understanding manner to resolve customer concerns/inquiry
Proven experience coordinating multiple assignments and completing assigned tasks accurately and on a timely basis
Demonstrated experience in working independent of direct supervision and effectively resolving problems where independent decision-making and initiative were practiced
Demonstrated experience working effectively within a team. Must provide examples of motivating co-workers in difficult situations
Demonstrated ability to effectively interact and communicate with all levels of staff and management
Must provide examples from work experience demonstrating flexibility to meet department and customer needs and managing conflicting priorities effectively
Works in an office setting and frequently requires being stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment
This position will frequently move around the office to access file cabinets, office machinery, etc. While accessing file cabinets, this position will frequently use upper extremities to reach by extending hands and/or arms in any direction
Performs frequently movement of wrists, hands and fingers for continuous computer work
Travel to offices within assigned Agency; may include overnight, travel by airplane or automobile
Working knowledge of word processing, spreadsheet and database application
Extended hours required during peak workloads or special projects
Reliable transportation; ability to travel as needed to areas within assigned Agency
Preferred
Associate's degree or equivalent work experience preferred
Series 6 or equivalent, preferred but not required
Company
The Western and Southern Life Insurance Company
Financial products and concepts can be overwhelmingly complex.
Founded in 1888
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Meek
Vice President and Chief Financial Officer - W&S Agency Group
Recent News
2025-07-30
Company data provided by crunchbase