Manager, HEART Operations at Smith Brothers Insurance, LLC – Glastonbury, Connecticut

Smith Brothers Insurance is a Top 100 National Broker with over 50 years of being independently operated. Our culture is rooted in our Helping Others purpose built on values and standards to deliver for our clients and each other. Learn more at www.smithbrothersusa.com.

The Manager, HEART Operations, will lead and oversee the day-to-day activities of a team responsible for essential administrative and support functions that keep our organization running smoothly. This role ensures workflows run efficiently, resources are well-coordinated, and processes are optimized to deliver timely, high-quality support across departments. This role requires a problem solver with leadership skills who can manage complex requests across multiple areas, optimize processes, develop team capabilities, and drive operational excellence.

Responsibilities & What You’ll Be Doing

Team Leadership & Development

• Responsible to hire, train, manage and coach team members using our models to foster growth, accountability, and alignment with company values.
• Responsible for performance management of all team members using our models and systems.
• Plan team member work activities, manage PTO, and approve timecards.

Lead HEART Operations

• Oversee work queue, prioritize tasks, and ensure timely execution using processes and procedures.

Workflow Optimization & Process Improvement

• Identify, implement, and drive adoption to streamline workflows and processes, including AI assisted workflows, for efficiency and scalability.
• Apply a continuous improvement mindset to enhance workflows, reduce redundancies, and improve delivery.

Project & Deadline Management

• Monitor project timelines, ensure deliverables meet quality standards, and proactively address potential bottlenecks.
• Lead projects, as needed, and report on progress to stakeholders.

Metrics & Reporting

• Track operational performance using metrics, and recommend improvements based on data insights and understanding of business outcomes needed.

Cross-Functional Collaboration

• Service as the primary liaison for HEART Operations, facilitating communication and coordination with internal teams and external vendors.
• Work on projects and other work as assigned.

Culture & Engagement

• Demonstrate alignment and champion our purpose, values, standards, operating models, and culture.

Qualifications, Knowledge, Skills, & Abilities, You’ll Bring

• Bachelor’s degree in business, communications, or related field preferred, high school diploma required.
• 5+ years of experience in operations, administration, or office management roles.
• 2 – 3 years in a leadership or people management capacity, managing a team, and multiple workflows.
• Ability to inspire, coach, and develop team members while driving accountability and engagement.
• Demonstrated success in managing complex workflows, improving operational efficiency, resource allocation, and leading people.
• Excellent verbal and written communication skills.
• Ability to navigate complex requests, prioritize competing demands, and deliver solutions under pressure.
• Strong analytical skills with ability to interpret data, identify trends, and make informed decisions to improve operations.
• Possesses a structured problem solving approach.
• Skilled in change management, especially related to process improvement and systems adoption.
• Strong organizational, project management, and time management skills.
• Proficiency is MS Office, agency management systems (EPIC preferred), workflow tools, and standard office applications.
• Understanding of AI tools and AI-assisted workflows.
• Ability to flex and handle multiple priorities while working efficiently in a fast paced environment.
• Ability to influence across levels and build trust and collaboration with diverse stakeholders.
• Commitment to continuous learning and professional development.
• Self-motivated, strong work ethic, adaptable, stress tolerance to overcome hurdles.
• Team player who consistently defaults to good.

General Working Conditions

• Dynamic environment with frequent communication via phone, video, and in-person.
• Ability to view computer monitors for extended periods of time.
• Flexible Work Environment.
• Culture rooted in collaboration, integrity, trust, respect, creativity, and fun.

About Smith Brothers

Smith Brothers Insurance has been in business for over 50 years, as an independently operated, Top 100 National Broker, focused on our purpose of Helping Others. We are multi-disciplined with expertise in Commercial Lines, Personal Lines, Employee Benefits, Surety, Group Retirement Plans including 401(k) and 403(b) Plans, Risk Management, and Financial Services.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Duties, responsibilities, and activities may change at any time with or without notice, based on business needs. This description does not constitute a contract of employment, and we reserve the right to revise the job description and/or require other tasks be performed as circumstances change.