Summary:
The Operations & Training Manager serves as the admin and trainer for our agency management system, EPIC. This role will be responsible for providing training, conducting audits, and implementing process improvements within HNIB. The primary objective will be to ensure that employees have the necessary knowledge and skills to perform their roles effectively, identify areas for improvement, and implement strategies to enhance operational efficiency and performance.
Heffernan Network Insurance Brokers, Inc. (a wholly owned subsidiary of Heffernan Insurance Brokers) partners with our subsidiaries to support growth, perpetuation, and long-term success. We offer our subsidiaries market access, strategic resources, and operational support while allowing them to retain their independence.
Responsibilities include:
- Serve as the EPIC super user who provides operational support for all staff and subsidiaries using EPIC. This role will own the processes and agency management system and will oversee continuous improvement and knowledge of the EPIC platform.
- Oversight and management of the EPIC Help Desk team and all their processes, which include, but are not limited to, downloads, agency bill transactions, desk audit, data clean up, and general support.
- Develop and deliver training programs for employees across various departments and job functions.
- Monitor and evaluate the effectiveness of training programs and process improvements through assessments and feedback mechanisms.
- Analyze data and metrics to identify trends, root causes, and opportunities for process improvement.
- Design and implement process improvements to enhance productivity, efficiency, and quality.
- Provide coaching and support to employees to facilitate their understanding and application of new processes and procedures.
- Develop and update training materials, manuals, and resources to support ongoing training and development initiatives.
- Collaborate with department Directors and the SVP of Operations to implement system enhancements and technological solutions to streamline workflows.
- Assist in other projects as assigned.
Requirements:
- 5 + years’ experience in operations, insurance, or project management.
- Experience with EPIC, agency management system, required.
- Strong analytical and problem-solving skills, with a keen eye for detail.
- Strong knowledge of training and development of insurance operational procedures.
- Strong communication and presentation skills, with the ability to convey complex information in a clear and concise manner.
- Training experience preferred.
- Video editing experience preferred.
- Ability to collaborate effectively with cross-functional teams and senior leadership.
- Strong MS Office skills, particularly with Excel, Outlook, Word, and PowerPoint.
- Open to travel ~10%
Compensation:
The base salary range for this position is $80,000 to $100,000. The offer will depend on the geographic region, job-related knowledge, skills, and experience, among other factors. This role may also be eligible to participate in a discretionary annual incentive program. Heffernan offers a comprehensive benefits package; more details on which can be found at https://www.heffins.com/about-us/careers.
Working Conditions:
- Work environment indoors, sitting at a desk or standing for extended periods of time.
- Daily use of computers, keyboard, mouse, headset, and other commonly used office equipment.
- This position may require flexibility to work hours outside of a regular schedule.
