Manager, Account Coordination

Description

Gregory & Appel is an independent, Indianapolis-based insurance agency with deep roots, a strong reputation, and a team that believes work should be both meaningful and enjoyable. We're growing, we're always looking for great people, and we'd love to have you be a part of what's next! 

The Manager, Account Coordination is responsible for leading the Commercial Lines and Private Client Account Coordination teams and ensuring the consistent delivery of timely, accurate, and exceptional service across both areas of the business.

This role leads a centralized team of Commercial Lines and Private Client Account Coordinators who provide shared support across Producers, Account Managers, Senior Account Managers, clients, and business verticals. The Manager is accountable for building and leading a high-performing team that consistently achieves service standards, quality expectations, and operational goals while fostering a collaborative, team-first culture.

As an active member of the Commercial Leadership Team, this role partners closely with peer leaders across Commercial functions to remove barriers, strengthen collaboration, support shared priorities, and improve both the client and employee experience.

This is a working manager position. While leadership, coaching, development, and operational oversight are the primary responsibilities, the Manager is expected to maintain technical proficiency and provide direct production support during periods of increased workload, staffing shortages, vacations, or other business needs.

The Manager is expected to identify risks early, communicate proactively, and bring thoughtful solutions—not simply problems—to leadership. This leader models accountability, collaboration, continuous improvement, and a commitment to developing future talent for Gregory & Appel.

What Success Looks Like in This Role:

Success in this role means building a high-performing Account Coordination team that delivers consistent, reliable, and exceptional service to the Commercial organization and its clients.

The Successful Manager...

• Builds a collaborative, accountable, and engaged team where people are supported, challenged, and developed.
• Ensures Account Coordination service levels, quality standards, productivity expectations, and operational goals are consistently achieved.
• Develops Account Coordinators through intentional coaching, training, mentoring, and career planning.
• Builds a strong talent pipeline and actively develops future Account Managers and other Commercial talent.
• Creates clarity around expectations, priorities, roles, and accountability.
• Uses performance data and operational metrics to identify trends, address gaps, and recognize strong performance.
• Anticipates staffing, workflow, and service risks and addresses them before they become business issues.
• Builds strong partnerships with Producers, Account Managers, Senior Account Managers, Commercial leaders, and other business functions.
• Continuously identifies opportunities to improve processes, technology, efficiency, and the client experience.
• Brings an enterprise mindset and makes decisions that support the success of the broader Commercial organization.
• Models a “One Commercial Team” mentality and contributes to the overall success of Commercial—not simply the Account Coordination function.

Essential Responsibilities

Team Leadership & Development

• Lead, coach, mentor, and develop a team of Account Coordinators.
• Establish clear performance expectations and hold team members accountable for results.
• Conduct regular one-on-one meetings focused on coaching, development, engagement, and performance.
• Provide timely recognition, coaching, and constructive feedback.
• Address performance concerns promptly and consistently.
• Build trust, engagement, and a positive team culture where success is measured collectively.
• Foster a team-first mindset that values shared success over individual ownership.
• Identify and develop future leaders through intentional career planning, mentoring, and development opportunities.
• Complete performance evaluations and individual development plans.
• Create succession plans for critical positions.

Talent Acquisition & Career Development

• Recruit, interview, and hire high-potential talent in partnership with Human Resources.
• Build relationships with local high schools, colleges, technical schools, and community organizations to support a sustainable talent pipeline.
• Develop and retain top talent through coaching, mentorship, and career planning.
• Identify and actively prepare high-performing Account Coordinators for advancement into Account Management and other Commercial roles.
• Champion internal promotion and career progression whenever possible.
• Foster an environment where employees view Gregory & Appel as a place to build a long-term career.

Training & Commercial Academy

• Own onboarding and technical training for Account Coordinators.
• Partner with Commercial Leadership to continuously develop and enhance the Commercial Academy curriculum.
• Develop competency-based learning paths for Account Coordinators.
• Coordinate insurance education, Applied Epic training, and agency process training.
• Ensure employees receive appropriate cross-training across Commercial industries and niche practice areas.
• Track competency progression and readiness for independent work.
• Support licensing and professional designation attainment.
• Continuously evaluate and improve training materials and delivery methods.

Operational Excellence & Service Delivery

• Ensure published service level agreements and service expectations are consistently achieved.
• Monitor and balance workloads across the Account Coordination team.
• Coordinate staffing coverage during PTO, absences, and periods of increased workload.
• Maintain appropriate staffing capacity to support business needs.
• Ensure timely, consistent, and high-quality service regardless of staffing or volume.
• Identify and remove workflow bottlenecks.
• Standardize procedures and documentation across the Account Coordination function.
• Monitor operational trends and proactively address issues that could impact service delivery.
• Ensure consistent adherence to agency standards and procedures.

Quality Assurance & Performance Management

• Establish and maintain quality standards for Account Coordination activities.
• Conduct routine quality audits of completed work.
• Monitor quality trends and identify opportunities for improvement.
• Provide coaching and development based on audit results.
• Reduce rework through process improvements, training, and employee development.
• Own the Account Coordinator scorecard and performance metrics.
• Monitor team and individual productivity, responsiveness, quality, and service standards.
• Utilize dashboards and operational reporting to identify trends and opportunities.
• Coach employees using objective performance data.
• Recognize high performance and address performance gaps promptly.

Continuous Improvement & Technology

• Identify opportunities to improve workflows, efficiencies, and the client experience.
• Partner with IT and business leaders on automation and technology initiatives.
• Support Applied Epic optimization and future technology implementations.
• Lead change management initiatives impacting the Account Coordination function.
• Promote a culture of continuous improvement and innovation.
• Evaluate processes and practices to identify opportunities to simplify work and improve outcomes.

Cross-Functional Leadership

• Partner closely with peer managers responsible for Account Managers and Senior Account Managers to ensure seamless client service.
• Build strong working relationships across Commercial Leadership.
• Serve as an operational liaison between Account Coordination and Production, Accounting, Human Resources, Claims, IT, and other business functions.
• Escalate operational, staffing, workflow, and client service risks early.
• Present thoughtful recommendations and practical solutions alongside identified concerns.
• Participate in Commercial Leadership meetings and contribute to department strategy.
• Support organizational initiatives and champion consistent adoption within the Account Coordination team.
• Demonstrate an enterprise mindset by making decisions that support the success of the entire Commercial organization.

Administrative Leadership

• Manage staffing schedules and daily resource allocation.
• Approve PTO while ensuring appropriate departmental coverage and alignment with company expectations.
• Monitor staffing capacity and forecast future resource needs.
• Maintain appropriate documentation and personnel records.
• Ensure compliance with company policies and procedures.
• Support annual planning and budgeting activities as requested.

Production Support

This is a working manager position. Leadership, coaching, operational oversight, and employee development remain the primary responsibilities; however, the Manager is expected to maintain technical proficiency and provide direct production support when business needs require, including:

• Supporting the shared work queue.
• Assisting during staffing shortages.
• Providing vacation coverage.
• Supporting peak workload periods.
• Assisting with escalated client service requests.
• Completing complex transactions as necessary.

Requirements

•  Strong knowledge of Commercial Lines servicing operations.
• Demonstrated ability to lead, coach, and develop a high-performing team.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to establish accountability and manage performance.
• Strong problem-solving and decision-making abilities.
• Demonstrated ability to lead teams through change and continuous improvement.
• Ability to analyze operational data, identify trends, and translate information into action.
• Strong collaboration and relationship-building skills.
• Ability to prioritize competing demands and effectively allocate resources.
• Demonstrated commitment to exceptional client service.
• Ability to identify risks early and bring practical, solutions-oriented recommendations to leadership.
• Strong technical proficiency with Commercial Lines systems and processes.
• Learning agility and commitment to ongoing professional development.

Education & Experience

Required:

• High school diploma or equivalent.
• Five or more years of Commercial Lines insurance experience.
• Experience and strong working knowledge with Applied Epic.
• Previous leadership or supervisory experience.
• Active Property & Casualty License.

Preferred:

• Bachelor’s degree.
• Insurance designation such as CISR, CIC, CISR Elite, or similar.
• Experience building or leading training programs.
• Experience managing operational performance through KPIs, scorecards, or other performance metrics.

Core Competencies

• Leadership
• Coaching & Talent Development
• Accountability
• Operational Excellence
• Client Focus
• Team Building
• Cross-Functional Collaboration
• Performance Management
• Change Leadership
• Emotional Intelligence
• Strategic Thinking
• Business Partnership
• Continuous Improvement
• Communication
• Decision Making
• Learning Agility