USPF Senior Operations Manager

Responsible for the management and oversight of customer service, accounts receivable, loan activation, and quality control teams. Establish and manage all operational processes and procedures. Develop procedures and infrastructure to support further GA and Carrier Programs. This position must have an understanding and assist with operational aspects of the business, including loan activation, risk and regulations pertaining to premium finance. Performs other projects and duties as assigned.

Essential Functions, Duties, and Responsibilities:

* Achieve staff results by communicating job expectations; planning, monitoring, and appraising results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

* In collaboration with Director, Operations, and Technology, develop reporting tools to accurately measure and report timeliness and quality of service levels, production, and error statistics.

* Establish and monitor performance and production goals for operations.

* Supervise staffing levels to ensure optimal performance and production in meeting departmental goals.

* Train new, and monitor experienced, employees to ensure policies and procedures are being adhered to and followed. This includes premium finance training to all operational employees to develop their knowledge base.

* Ensure AR team applies payments, return premium and unearned commission in a timely and efficient manner.

* Ensures assigned risk worker's comp carriers are tracked and updated.

* Ensure excellent service is provided to our agency partners and insureds.

* Obtain, recall, and apply information on various federal regulations that apply in the industry, as well as manage results compliant with regulations through subordinate staff.

* Establish a monthly or quarterly operations meeting for key employees to review performance, operational changes, and portfolio metrics through the lens of operations.

* Develop, retain, and apply knowledge of company policies and procedures and adjust according to changing market conditions or risk assumptions.

* Review BI reports to ensure urgent PFA's, PFA's with a status that have not been updated, and PFA's submitted by new agency clients are activated in a timely manner.

* Manage the exception process and review/provide response back to the activation team in a timely manner.

* Collaborate with technology team to enhance processes and automation within the operations departments.

* Collaborate with leadership team to develop operational infrastructure for GA and Carrier Programs, to include technology, staffing, processes and procedures.

Required Knowledge, Skills and Competencies:

* Experience in various facets operations and the premium finance industry.

* A clear assessment of the variety of risks associated with the business.

* Concentrate in an open and fast-paced environment, have high degree of accuracy and be able to work well under pressure.

* Thorough knowledge of documentation and operational procedures.

* Proven track record of setting metrics for a team and achieving results.

* Strong leadership skills with a demonstrated career orientation and employee development.

* Ability to work effectively with other disciplines and all levels of management/staff throughout the organization.

* Ability to problem-solve and work autonomously to manage multiple projects and priorities simultaneously.

* Excellent communication skills, both oral and written.

* Advanced technical and analytical skills, with an intermediate knowledge of Excel.

* Ability to utilize good judgment and creativity, as well as critical thinking skills to ensure all procedures and processes are followed.

* Understanding and knowledge of USPF agency base and portfolio.

* Understanding and ability to manage within USPF authority matrix when making decisions regarding exceptions for loans and/or agency partners, when applicable.

Industry and Work Experience:

* 10 years of management experience in a fast-paced, high-volume environment.

* Experience in coaching, managing, and monitoring the performance and production of a department of 10 or more employees.

* Experience documenting and evaluating policies and procedures.

* Minimum 5 years of management experience in premium finance.

* Minimum 10 years of experience in premium finance, to include operations and risk.

* 5 years of experience in sales or operations of GA and Carrier programs.

Academic:

* Bachelor's degree required.