Key Responsibilities
Agency Leadership & Distribution Strategy
- Oversee the General Agency, including agency operations across sales, service, and carrier optimization.
- Lead and manage strategic agency programs connecting third-party carriers and Horace Mann clients.
- Translate enterprise strategy into actionable inside-sales initiatives, playbooks, and execution plans.
- Coordinate across multiple distribution channels including inside sales, service, and agent distribution to drive alignment and results.
Growth, Retention & Performance
- Lead and optimize the HM Client Retention Team to improve retention, third-party sales, and customer satisfaction.
- Grow and diversify the book of business while ensuring carrier partners meet client needs.
- Strengthen key performance indicators (KPIs) such as lead conversion rates, policy issuance workflows, and agent satisfaction.
- Drive cross-sell, upsell, and retention initiatives to maximize customer lifetime value.
Carrier & Partnership Management
- Manage operational carrier partnerships, including product rollouts, compliance updates, and issue resolution.
- Serve as the primary liaison between Horace Mann agents, internal teams, and third-party carriers.
- Ensure successful execution and adoption of third-party offerings across the agent network.
- Lead escalation management and maintain strong, productive relationships with partners.
Team Leadership & Operational Excellence
- Develop, coach, and empower the inside sales and operations teams to deliver consistent results and continuous improvement.
- Promote accountability for service levels, SLA adherence, and operational efficiency.
- Lead initiatives to improve processes, systems, and workflows that enhance both employee and customer experience.
Qualifications & Experience
Required Qualifications
- Demonstrated success leading complex sales, service, and agency operations.
- Proven track record managing strategic partnerships, particularly within insurance distribution models.
- Strong leadership capabilities with experience coaching and developing high-performing teams.
- Ability to coordinate across multiple distribution channels and drive performance metrics and business outcomes.
- Skilled in managing escalations and navigating complex organizational and partner relationships.
Education & Licensing
- Bachelor’s degree required; MBA or advanced degree preferred.
- Property & Casualty (P&C) License required.
- Additional industry certifications (e.g., CLU, ChFC, CPCU) preferred.
Experience
- 8–10+ years of experience in insurance or financial services with progressive leadership responsibility.
- Experience managing general agency operations and third-party distribution models.
- Background in inside sales leadership, carrier relationship management, and strategic program development.
- Experience driving retention initiatives, cross-sell/upsell campaigns, and KPI optimization.
Key Competencies
- Strategic Thinking & Business Acumen – Ability to translate vision into execution and drive growth
- Leadership & Talent Development – Builds, mentors, and inspires high-performing teams
- Communication & Stakeholder Management – Influences and aligns across all levels of the organization
- Analytical & Performance-Driven Mindset – Uses data to drive decisions and improve outcomes
- Operational Excellence & Process Improvement – Continuously enhances efficiency and effectiveness
- Customer Focus – Drives a superior agent and customer experience
- Adaptability – Thrives in dynamic environments and leads through change