Operations Supervisor (Insurance / Financial Services)

New Business Manager leads new business operations at PHP Agency, overseeing all life and annuity case submissions while ensuring an efficient, high-quality, and agent-focused experience. The role serves as a key liaison between agents, carrier partners, and underwriting teams, driving strong placement outcomes, operational consistency, and service excellence, while developing and coaching Team Leads and New Business Case Managers and supporting ongoing process and system improvements across the department. Lead and develop Team Leads and New Business Case Managers, build a high-performing team and a strong pipeline of future leaders. Establish, monitor, and hold teams accountable to KPIs, SLAs, and performance standards aligned with PHP’s goals and agent-focused culture. Oversee daily new business operations, including work queues, turnaround times, and case flow, ensuring timely and accurate processing from submission through placement. Deliver onboarding, training, coaching, and ongoing quality oversight to ensure consistency, compliance, and strong customer communication. Serve as the primary escalation point for complex or high-impact cases involving agents, carrier partners, and underwriting teams. Partner cross-functionally with peer leaders to ensure seamless workflows, system adoption, and a consistent white glove agent experience. Drive continuous improvement by identifying operational gaps, implementing process enhancements, and supporting system and technology improvements. Prepare and communicate performance reporting, trends, and operational insights to leadership, proactively addressing risks and opportunities.