Operations Manager - Final Expense Project
Operations & Business Management
Oversee the day-to-day operations of the Final Expense campaign.
Ensure the achievement of sales, revenue, productivity, and quality targets.
Develop and execute strategies to improve lead conversion, policy sales, and retention.
Monitor campaign performance and take corrective actions to address operational challenges.
Analyze operational data and provide recommendations for continuous improvement.
Manage staffing requirements, schedules, and resource allocation to maximize productivity.
Leadership & Team Development
Directly manage Team Leads and provide ongoing coaching and mentorship.
Build a high-performance culture focused on accountability, teamwork, and results.
Develop leadership capabilities within Team Leads and prepare potential future leaders.
Conduct regular performance reviews and development discussions.
Foster a positive work environment that promotes employee engagement and retention.
Training & Coaching
Identify performance gaps across Verifiers, Closers, and Team Leads.
Develop coaching plans and training initiatives to improve team effectiveness.
Ensure consistent implementation of sales processes, quality standards, and best practices.
Conduct leadership workshops, sales training sessions, and performance improvement programs.
Monitor coaching effectiveness and measure improvement through KPIs.
Performance Management
Establish and communicate clear performance expectations and goals.
Monitor individual, team, and departmental KPIs.
Hold Team Leads accountable for agent performance and development.
Implement performance improvement plans where necessary.
Recognize and reward high performers while addressing underperformance promptly.
Sales & Revenue Growth
Drive overall campaign profitability and revenue generation.
Monitor sales funnels from Bot to Verifier to Closer and identify optimization opportunities.
Improve transfer rates, close rates, and policy persistency.
Collaborate with stakeholders to develop growth strategies and increase campaign efficiency.
Ensure sales teams are consistently meeting production targets.
Employee Motivation & Engagement
Create a culture of recognition, motivation, and continuous improvement.
Implement incentive programs and performance contests.
Conduct team meetings, motivational sessions, and engagement activities.
Address employee concerns and provide guidance to maintain high morale.
Promote collaboration and a customer-focused mindset across all levels.
Quality Assurance & Compliance
Ensure all operational activities comply with company standards and regulatory requirements.
Monitor quality metrics and customer experience standards.
Review reports and audits to identify compliance risks.
Ensure proper documentation and adherence to established processes.
Support initiatives that improve customer satisfaction and policy retention.
Reporting & Strategic Planning
Prepare and present operational reports to senior management.
Analyze trends, forecasts, and performance metrics.
Develop action plans based on business requirements and market opportunities.
Manage departmental budgets, productivity goals, and strategic initiatives.
Participate in business planning and organizational development activities.