Job Description

Director, Agent Operations

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Build the future with us 

Are you eager to contribute to the purpose of a company that aims to help its clients feel confident and secure about their future? As a Director, Agent Operations you will play a key role in the overall strategy, leadership, and operational excellence of the Agent Support, Contracting, and Commissions. This role ensures seamless service delivery, regulatory compliance, and continuous improvement across all Agent Operations. Responsible for driving and achieving results that align with company vision, values, KPI’S, profitability and growth goals. The Director collaborates closely with executive leadership and cross-functional teams to deliver an exceptional experience for clients, agents, and internal stakeholders.

This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation. 

We are looking for candidates that are based in Waco or candidates who would be open to relocating to Waco.

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What you’ll accomplish with us 

 As a Director, Agent Operations you’ll be at the core of our mission. Here are the main responsibilities: 

• Provide strategic direction and oversight for Agent Support, Agent Contracting and Agent Commissions, ensuring all service, quality, and production standards are met or exceeded.

• Collaborate extensively with Sales, Actuarial, Reinsurance and Executive Teams on a variety of topics, providing deep subject matter expertise.

• Monitors industry trends by researching competitors and market conditions to offer adjustments to risk tolerance, process enhancements and services that drive operational improvements.

• Lead, mentor, and develop department managers and staff, fostering a culture of high performance, accountability, and continuous improvement.

• Drive digital transformation and operational strategy for Agent Operations by optimizing systems, processes, and policies for efficiency and superior agent experience.

• Partner with IT and cross-functional teams to implement automation, data integrity, and compliant digital solutions.

• Oversee the measurement, adjustment and reporting of key performance indicators (KPIs) for all departments; analyze trends and drive initiatives for improvement.

• Ensure compliance with all company guidelines, regulatory requirements, and contractual obligations through robust documentation and verification systems.

• Serve as the primary escalation point for complex or sensitive agent, partner, or operational issues, ensuring timely and effective resolution.

• Collaborate with executive leadership to set departmental goals, budgets, and resource plans aligned with organizational objectives, company profitability and growth goals.

• Oversee the hiring, training, evaluation, and personnel actions for all direct reports, ensuring effective talent management and succession planning.

• Lead cross-functional projects and initiatives to support the growth and sustainability of the agent distribution and support network.

• Monitor and ensure the accuracy and timeliness of all financial and operational reporting, including audits and regulatory examinations.  Work with department leadership to advance current audit disciplines.

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What could accelerate your success in this role 

 We’re looking for someone who: 

· Is known for their proven ability to develop and execute operational strategies in a regulated environment.

· Stands out for their exceptional leadership, communication (written and verbal) and interpersonal skills

· Demonstrates strong experience with process improvement methodologies and change management.

· Is recognized for their demonstrated success in leading large teams and managing multiple departments.

· Has 10+ years of progressive leadership experience in insurance operations, with significant experience in agent support, contracting, or commissions

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Why you’ll love working with us 

· A work environment where learning and development merge with a collective pursuit of excellence; 

· A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed; 

· The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces; 

· Competitive benefits:  Flexible Health, Dental and Vision insurance, 401(k) + company match, PTO Plan, employee and family assistance program, ergonomic furniture program, performance bonus, and much more! 

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Apply now and get ahead of your career, where your talent really belongs! 

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Still unsure about applying?  

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you! 

Applicants must be authorized to work for any employer in the U.S. We are unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations. 

Company

Posting End Date

About us

American Amicable is a part of iA Financial Group, one of the largest insurance and wealth management groups in North America. Our headquarters is in Waco, TX. Tracing its roots back to 1910, the American-Amicable Life Insurance Company of Texas is a progressive special markets insurer. The Company offers innovative life insurance and annuity products developed to target the individual needs of protection, wealth creation, and estate preservation.

iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term. Our CEO Denis Ricard won #1 Insurance CEO in Canada from Glassdoor!

Our Commitment to Diversity and Inclusion

At iA American, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us. Someone from our team will be happy to assist you.