Brown & Brown · 9 hours ago
Service Operations Supervisor
Tampa, FL
Full-time
Onsite
Mid Level
3+ years expBrown & Brown Insurance is a company that values meritocracy and rewards self-starters dedicated to customer service. They are seeking a Service Operations Supervisor to provide leadership and support to the Service Operations Team, ensuring achievement of service, production, and quality goals while fostering teammate development and compliance with operational standards.
Insurance
Responsibilities
Resolve customer issues and inquiries promptly
Motivate, resolve conflict, coach, and develop teammates
Monitor and assign work based on the volume of phone and processing activity, to optimize staffing
Ensure service level standards are met for processing and phone calls
Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments
Collaborate with Team Leads and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed
Ensure compliance with state and carrier requirements and documentation standards
Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations
Partners with other departments and agents to resolve issues and address needs
Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits
Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality
Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed. Conduct & document regular performance feedback sessions with team members
Coordinate new employee training and the onboarding process
Ensure that new Service Operations teammates have proper orientation and onboarding
Manage teammate performance and development by providing constructive and regular performance reviews
Handle performance management of teammates in accordance with company policy
Monitor productivity volume, service standards and accuracy for their teammates and the business that they support
Implement process improvements and innovation to continually improve the activities the Operations team supports
Ensure proper documentation of processes and procedures for all internal functions and services delivered
Qualification
Required
An accessible and responsive approach with teammates
High School diploma or equivalent
At least 3 plus years of service industry experience
Experience leading or managing others
Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments
Aptitude to learn multiple computer systems
Aptitude to learn a large volume of insurance underwriting concepts
Proficiency with Microsoft Office Package (Excel, Word, Outlook)
Ability to work independently or in a team environment to achieve common goals
Knowledge of data processing capabilities and procedures
Preferred
Associates degree or higher
Typing 50+ wpm
General knowledge of standard insurance concepts, underwriting practices, and procedures
Experience using the Salesforce platform
Actively work towards obtaining relevant certifications and licenses (such as FL 2-20 license or the equivalent non-Florida resident state equivalent Property & Casualty license)
Benefits
Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
Company
Brown & Brown
Brown & Brown delivers risk management solutions to help protect and preserve what our customers value most.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Joel Eubank
COO/CFO Dealer Services
Kadir Edghill , CPA, MBA
CFO - Arrowhead Programs Division
Recent News
2025-10-07
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