Overview
The Insurance Operations Manager – Insurance, Surplus Lines Operations is responsible for overseeing the daily delivery of RealPage Insurance’s Surplus Lines Operations, including key product lines such as AssetProtect, LeaseProtect, and RenterProtection. This role leads a team of analysts and specialists to ensure accurate invoicing, cash application, claims processing, and client support. In addition to managing daily operations, the Operations Manager plays a strategic role in driving process improvements, ensuring regulatory compliance, and collaborating with cross-functional teams to support scalable growth. This position is critical to maintaining operational efficiency, financial accuracy, and high levels of client satisfaction.
Responsibilities
- Lead and Develop the Team: Manage, coach, and mentor a team of Operations Analysts and Specialists. Conduct performance reviews, support career development, and ensure high-quality, consistent work output.
- Oversee Accounts Receivable Operations: Ensure timely and accurate invoicing, cash applications, and agent commission processing. Monitor aging reports, resolve billing discrepancies, and manage reporting across multiple systems.
- Manage Daily Cash Flow: Oversee bank account activity, perform reconciliations, and resolve discrepancies in cash and banking transactions.
- Ensure Regulatory Compliance: Coordinate surplus lines reporting and tax filings with Accounting, Finance, and Compliance teams. Stay current on regulatory changes and ensure timely, accurate submissions.
- Monitor and Optimize Workflows: Plan resources, track team productivity, and manage daily operational workflows. Identify and implement process improvements to increase efficiency and scalability.
- Analyze and Report Operational Data: Use data to identify trends, generate insights, and present findings to leadership. Support decision-making with clear, actionable reporting.
- Drive Cross-Functional Collaboration: Partner with Product, Support, Collections, and other internal teams to resolve client issues and improve operational systems.
- Support Audits and Documentation: Coordinate with internal stakeholders during audits and maintain accurate documentation for external audit readiness.
- Lead Process Improvement Initiatives: Identify inefficiencies, recommend solutions, and lead or support implementation of new tools, systems, or workflows.
- Manage Staffing and Capacity Planning: Regularly assess staffing needs and adjust resources to meet business demands.
- Champion Operational Excellence: Promote a culture of continuous improvement, accountability, and high performance across the team.
Qualifications
Required
- Minimum 2 years of experience managing a department or team in an office environment.
- At least 5 additional years of relevant professional experience in operations, finance, or insurance.
- Proven ability to lead, coach, and develop high-performing teams.
- Proficiency in Microsoft Office Suite, especially Excel (formulas, pivot tables), Word, PowerPoint, and Outlook.
- Strong technical reporting skills with the ability to analyze and synthesize data from multiple systems.
- Experience conducting root cause analysis and presenting actionable insights.
- Excellent written and verbal communication skills.
- Ability to clearly articulate complex issues and collaborate effectively across
- Experience working with Surplus Lines insurance products.
- Bachelor’s degree preferred, ideally in Business, Finance, Insurance or a related field.
KNOWLEDGE/SKILLS/ABILITIES
Required
- Understanding of surplus lines insurance, regulatory requirements, and operational workflows including invoicing, claims, and compliance reporting.
- Strong grasp of accounts receivable, cash flow management, reconciliations, and financial reporting.
- Ability to interpret complex data sets, identify trends, and translate insights into actionable strategies.