Description
Gregory & Appel is an independent, Indianapolis-based insurance agency with deep roots, a strong reputation, and a team that believes work should be both meaningful and enjoyable. We're growing, we're always looking for great people, and we'd love to have you be a part of what's next!
The Manager, Operations is responsible for leading and developing an internal service team while ensuring consistent, efficient, high-quality execution across the organization. This role provides day-to-day leadership and operational oversight, balancing people development, workload management, process excellence, performance accountability, and business objectives. The Manager, Operations partners closely with Producers, Account Executives, Account Managers, Senior Account Managers, and all levels of G&A leadership to ensure teams have the structure, resources, processes, and support necessary to deliver an exceptional employee and client experience. This role serves as a key connection point between frontline teams and the G&A, Senior Leadership Team (SLT), and Executive Leadership Team (ELT), translating organizational priorities into clear expectations and actionable plans for the team. The Manager, Operations serves as a strong people leader who builds accountable, collaborative, high-performing teams through clear expectations, meaningful coaching, ongoing development, effective workload management, and consistent performance management.
Practice Area Focus: This Manager, Operations will lead service teams supporting Small Commercial Business, Surety Bonds, and Private Client (personal lines) accounts. These books are defined by high transaction volume, fast turnaround expectations, and a client base that expects responsiveness and a polished experience. The ideal leader thrives in a fast-moving, detail-driven environment and knows how to build repeatable processes that keep quality high at scale.
Success in the Role
Success in the Manager, Operations role is demonstrated by a high-performing, well-supported, and accountable team; consistent and efficient execution of operational processes; effective workload and resource management; measurable improvement in team performance and service delivery; strong employee development, growth and retention; and successful execution of organizational priorities.
The Manager, Operations should ultimately create a team and operating environment that can perform consistently and effectively without requiring the leader to personally execute the work.
Key Responsibilities
People Leadership & Development
Lead, coach, and develop direct reports, creating a culture of accountability, collaboration, professionalism, and continuous improvement.
Establish clear roles, responsibilities, expectations, and performance standards for team members.
Maintain a meaningful and consistent cadence of 1:1 meetings with each direct report, generally weekly or biweekly, focused on priorities, performance, development, obstacles, and support.
Provide ongoing coaching, feedback, mentoring, and recognition to strengthen individual and team performance.
Conduct formal performance reviews/reflections and develop and maintain Individual Development Plans (IDPs) as appropriate.
Address performance concerns promptly and effectively, including setting expectations, providing coaching and corrective feedback, and administering formal performance management when necessary.
Support career pathing and professional development, helping employees understand opportunities for growth and the skills required for advancement.
Identify training needs and ensure team members receive appropriate technical, operational, and professional development.
Evaluate staffing and resource needs based on workload, capacity, business growth, and service requirements.
Recruit, hire, onboard, and develop high-performing team members aligned with organizational needs and culture.
Foster a positive team environment that reflects G&A's Core Values and…