Insurance Manager Job Descriptions: What Should It Entail?

As your agency grows, it becomes necessary to craft an insurance manager job description. In many agencies, the role of an insurance manager can often be unclear. For new positions, it takes time to identify the boundaries of the manager’s responsibilities. Agencies sometimes end up designing roles around the skills of the individual rather than the needs of the agency. 

We strongly advise against this! All roles should be based on the agency’s needs, not the leader’s skills. By defining an insurance manager job description, you can clarify your agency’s requirements and find the best person for the job.

In many agencies we work with, the role of insurance manager is very diverse. Some team members are more of a team lead or escalation person, while others have full authority to hire, fire, and build a strategic plan. 

Because “manager” can mean different things, it’s critical for your agency to clearly define the insurance manager’s job description and hold them accountable for it. This includes providing training to help the insurance manager develop new skills, excel in their role, and enhance the team’s value to the agency.

What Is Included in the Insurance Manager Job Description?

All of our job descriptions have the same outline. We love this outline because it helps bring clarity to the areas that often trip up agency team members. 

Typical job descriptions outline a to-do list for the role. Our templates talk about the desired outcomes of the role. We even go as far as to list the review cadence and key performance indicators. This helps demystify insurance job descriptions and allows you to hold everyone accountable for their role. 

Mission of the Insurance Manager Role

This is where we start the description. In this section, we think of it as a narrative for the role. If you were interviewing someone, these are the 3-4 sentences you would use to introduce the role to a candidate. Another way to think about this section is: why does this role exist at the agency?

Here is a sample for the Director of Client Services:

The Director of Client Services is a multifaceted role designed to expand and maintain our client base through new business initiatives and retention strategies. This position involves offering outstanding service, client education, spotting opportunities for revenue growth, and fostering referrals. As a manager, you will be pivotal in driving agency growth, acting as a leader, educator, and mentor to the personal lines team.

Desired Outcomes of the Role in The Insurance Manager Job Description

This is where we ban the to-do list and instead focus on the details of what this role must deliver. Feel free to include metrics, projects, and strategic plans so it’s black and white what the expectation is. The job description should be updated annually, so don’t worry about it being too restrictive. 

Leadership and Team Development:

1. Direct, coach, and supervise the personal insurance team.
2. Establish and monitor quarterly objectives.
3. Develop plans to achieve these goals and motivate the team to fulfill department targets.
4. Conduct regular check-ins and 90-day meetings with team members.
5. Implement and oversee standard operating procedures.
6. Address team performance issues and provide targeted training.
7. Innovate methods to boost team efficiency and effectiveness.
8. Support new hire processes, including interviews, licensing, carrier onboarding, and agency-specific onboarding.

Operational Management:

1. Develop and refine claims and service process overviews.
2. Oversee VA process and utilize agency management system for analytics and reporting.
3. Manage licensing and carrier onboarding procedures.
4. Address escalated HR issues and maintain the employee handbook.
5. Uphold high office morale and set clear goals for the team.
6. Review and optimize commercial lines funnel.
7. Handle commission statement issues and rectify  commissions.
8. Address data accuracy and collaborate with for product development.
9. Engage in carrier representative discussions and manage agency licensing.

Client Acquisition and Retention:

1. Ensure prompt response to new business queries, aiming for a 24 to 48-hour turnaround time.
2. Maintain communication with referral sources.
3. Bind coverage and issue new policies, targeting an exemplary retention rate.
4. Lead annual renewal reviews and manage E&S market and non-standard market renewals.
5. Tackle high-level client concerns and strategize to engage monoline accounts.

Training and Process Improvement:

1. Guide the team in management system utilization, understanding carrier preferences, and enhancing sales and service skills.
2. Create and enforce exceptional customer service standards.
3. Develop and document agency processes and procedures.
4. Produce training videos and establish processes for better accountability with tools like Active Track & HubStaff.
5. Involve the team in agency management activities, marketing ideation, and content creation.

Agency Growth:

1. Play a key role in agency operations, providing feedback on structure, processes, and decisions.
2. Aim to significantly grow the department’s business portfolio.
3. Track and evaluate growth metrics and drive the team towards achieving these targets. 

Operational Management:

1. Develop and refine claims and service process overviews.
2. Oversee VA process and utilize the agency management system for analytics and reporting.
3. Manage licensing and carrier onboarding procedures.
4. Address escalated HR issues and maintain the employee handbook.
5. Uphold high office morale and set clear goals for the team.
6. Review and optimize commercial lines funnel.
7. Handle commission statement issues and rectify NowCerts commissions.
8. Address data accuracy and collaborate with NowCerts for product development.
9. Engage in carrier representative discussions and manage agency licensing.
10. Drive leadership and team development by setting clear goals, fostering team motivation, and facilitating innovative efficiency improvements, while also enhancing recruitment and onboarding processes.
11. Optimize operations and elevate client service to ensure rapid response times, maintain high retention rates, and manage key client relationships effectively.
12. Champion training initiatives and process improvements to establish high customer service standards and enhance team capabilities, supported by comprehensive documentation and accountability tools.
13. Spearhead agency growth efforts through strategic involvement in operational decisions, process optimization, and diligent tracking of growth metrics to achieve significant business expansion. 

Key Performance Indicators

Some agencies struggle with metrics and accountability. No excuses! Part of your insurance manager job description should be how you are tracking the role. 

Here is an example: 

Key Performance Indicator	Current	Goal	Date to Track	Method to Track
Book of Business Growth			Monthly	Agency Management System Book of Business Growth
Agency Retention			Monthly	Agency Management System Retention Report
Service Team Morale			Monthly	Use XXXXXXXX to Track Employee Feedback

 

Agency Values

In our Agency Assessment program, we dive deep into vision, values, and roles. Every job description should have your values listed clearly. You want the values on your job descriptions to be clear – these are the norms we must live by. 

For many agencies, we suggest converting your job description into a review form. 

Feedback 

We recommend that you clearly outline how often the manager will be reviewed. A review is not always tied to compensation. When you commit to routine feedback, accountability and communication are not that challenging or intimidating. 

Here is a sample for your consideration:

Feedback:

• Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve, as well as the objectives outlined in your job description. 
• Each year you will receive a formal review. 
• Each year you will assist in annual business planning. 

Conclusion On Insurance Manager Job Description

Every manager should have clear expectations that both parties understand. It’s fair to clarify your expectations and share them with your manager. 

Identifying clear authority and boundaries is important. Over time, you can adjust job descriptions, especially while creating the insurance manager job description. Remember, this description is for one year, and you will make adjustments as needed. 

If you need help understanding what your agency needs or are struggling with an underperforming manager, contact us!

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