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Director of Operations - Commercial Lines

125 S Wacker Dr, Suite 3150, Chicago, IL 60606

Job Summary

The Director of Operations is responsible for providing strategic leadership to the regional commercial client service team by partnering with the Regional President, regional leaders, other EPIC platforms, and senior leadership to establish and achieve short and long-term objectives, plans and strategies.  Supporting the Regional President, this role contributes significantly to the annual budgeting process to ensure proper allocation of agency resources and alignment with financial and operational goals.  Additionally, this role ensures that the region’s client service operations reflect EPIC’s market strategies and operating principles.  Success in this role requires an entrepreneurial mindset and the agility to adapt quickly to changes in the insurance marketplace, within the region, and across the broader organization, and the ability to gain buy-in and support along the journey.

Location

The ideal candidate will be located in close proximity to work a hybrid schedule either out of Carmel, IN, Terra Haute, IN or Chicago, IL offices.                                                                 

Key Traits & Competencies

  • Strategic Vision: Synthesizes industry, economic, and regulatory trends into actionable strategies.
  • Innovative Leadership: Drives continuous improvement and future-focused planning.
  • Collaborative Execution: Works across departments to implement consistent policies and practices.
  • Talent Development: Identifies, attracts, and retains top talent; fosters team growth and succession planning.
  • Accountability & Urgency: Holds self and others to high standards with a strong sense of urgency.
  • Financial Acumen: Analyzes expenses and performance to meet financial objectives.
  • Emotional Intelligence: Communicates effectively and builds trust across teams.

Key Responsibilities:

Team Leadership Operations

  • Provides leadership for the team through effective communication, coaching, training, and development.
  • Manages the staff’s workload, annual goals and ensures the team remains within expense parameters.
  • Leads and holds client service team and placement team to established standards and execution on deliverables.
  • Meets or exceeds established client service performance metrics.
  • Exhibits and promotes positive team and corporate culture.
  • Fosters innovative thinking and encourages team members to put forth and participate in new ideas to improve the team and the company.
  • Encourages working relationships among team members and others that demonstrate our best and brightest characteristics.
  • Monitors and assigns staff workloads.
  • Maintains regular touchpoints with team members to communicate company updates, team performance, and other data relevant to their roles.
  • Appreciates individual accomplishments by utilizing recognition practices; shares team success broadly and asks others to recognize as appropriate.
  • Works closely with information technology on issues impacting the team and region.
  • Manages relationships with carriers, wholesalers, and program business partners to align placement and appetite strategies; oversees contractual processes via legal review system, provides annual EPIC insurance updates, and tracks contingency performance.

Financial Operations

  • In conjunction with Regional Leadership, works with FP&A to analyze financial and operational information spotting patterns and trends.
  • Manage A/R process and track A/R issues in partnership with team leaders.  Works with Client Service Teams to ensure issues are resolved timely.  Escalate issues to Regional Leadership and production as needed. 
  • Manage expense reports for direct reports.

Client Service Operations

  • Advocates for our clients’ interests.
  • Inspires team members to provide high level of service to clients by building personalized relationships and understanding our clients’ business and industry.
  • Train team members to understand how to leverage procedures to improve efficiency, consistently execute our client service platform, and maintain professional service standards.
  • Encourages and solicits feedback to improve processes and efficiencies.
  • Confirm client service platform is in alignment with overall EPIC service standards so there is consistency across the service platform to reduce E&O exposure and make certain that clients are receiving excellence from EPIC in all deliverablesand holds team accountable.

Colleague Mentoring/Development/Recruiting

  • Leads recruiting, in collaboration with Regional Leadership and the HR team, to ensure there is a pipeline of talent for all levels of service roles. 
  • Determines the talent mix required to meet the business needs of the team and trains and develops that talent.
  • Works closely with HR and managers on performance issues and recruiting top talent.
  • Identify colleagues with subject matter expertise and leadership potential to aid succession planning.

EPIC Initiatives

  • Lead client service team alignment and delivery against all EPIC initiatives in coordination with National and Regional Leadership.
  • Participates in activities related to acquisitions and recruiting tied to the Midwest Region as directed by the President.
  • Communicates and understands the company’s vision, core passion, value propositions, and culture to reinforce decisions, processes, and roles.
  • Coordinate team members to participate in EPIC initiatives aimed at improving service workflows, in collaboration with regional and national partners
  • Perform additional responsibilities as assigned.
  • Adapt to evolving business needs and priorities.

Qualifications

Education & Experience

  • 10+ years in insurance industry with leadership and operational experience.
  • Bachelor’s degree in business or related field preferred.
  • Insurance designations preferred.

Licensing

  • Valid Property & Casualty license.
  • Must maintain CE requirements.
  • Valid driver’s license.

 

Physical Requirements

  • Ability to travel independently, including occasional overnight and air travel.
  • Must be able to sit, move, and communicate effectively.

 

 

Compensation

The national average salary for this role is $180,000.00 - $200,00.00 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data.

 

Come join our team!

There are many reasons why EPIC Insurance Brokers & Consultants has become one of the fastest-growing firms in the insurance industry. Fueled and driven by capable, committed people who share common beliefs and values and “bring it” every day, EPIC is always looking for people who have “the right stuff” – people who know what they want and aren’t afraid to make it happen.

Headquartered in San Francisco and founded in 2007, our company has over 3,000 employees nationwide. With locations spread out across the U.S., our local market knowledge and industry expertise helps support our clients' regional and global needs. We have grown very quickly since our founding, and we continue to see growth and success thanks to our hard-working and growth-minded employees. 

Our core values are: Owner mindset, Inspire trust, Think big, and Drive results. If these values and growth align with what you're looking for in your next career? Then consider joining our amazing team!

 

WHY EPIC:

EPIC has over 60 offices and 3,000 employees nationwide – and we’re growing! It’s a great time to join the team and be a part of this growth. We offer:

  • Generous Paid Time off
    • Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
  • Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
  • Generous employee referral bonus program of $1,500 per hired referral
  • Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!)
  • Employee Resource Groups: Women’s Coalition, EPIC Veterans Group
  • Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
  • Unique benefits such as Pet Insurance, Cancer Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
  • Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
  • 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC!
  • EPIC Gives Back – Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation
  • We’re in the top 10 of property/casualty agencies according to “Insurance Journal”

To learn more about EPIC, visit our Careers Page: https://www.epicbrokers.com/about/epic-careers/. 

 

EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. 

California Applicants - View your privacy rights at: https://www.epicbrokers.com/wp-content/uploads/2025/01/epic-ca-employee-privacy-notice.pdf. 

#LI-LL1 #LI-Hybrid

 

 

 

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