Manager, operations - alternative risk/captive

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, Operations is responsible for leading and developing an internal service team while ensuring consistent, efficient, high-quality execution across the organization. This role provides day-to-day leadership and operational oversight, balancing people development, workload management, process excellence, performance accountability, and business objectives. The Manager, Operations partners closely with Producers, Account Executives, Account Managers, Senior Account Managers, and all levels of G&A leadership to ensure teams have the structure, resources, processes, and support necessary to deliver an exceptional employee and client experience. This role serves as a key connection point between frontline teams and the G&A, Senior Leadership Team (SLT), and Executive Leadership Team (ELT), translating organizational priorities into clear expectations and actionable plans for the team. The Manager, Operations serves as a strong people leader who builds accountable, collaborative, high-performing teams through clear expectations, meaningful coaching, ongoing development, effective workload management, and consistent performance management.

Practice Area Focus: This Manager, Operations will lead the service team supporting Alternative Risk and Captive programs. This work is highly technical and deadline-driven, involving complex program structures, multiple stakeholders, and recurring financial and compliance deliverables. The ideal leader brings a strong grasp of how captive and alternative risk programs operate and can build the structure and discipline needed for a team to deliver accurately and on time.

Success in the Role

Success in the Manager, Operations role is demonstrated by a high-performing, well-supported, and accountable team; consistent and efficient execution of operational processes; effective workload and resource management; measurable improvement in team performance and service delivery; strong employee development, growth and retention; and successful execution of organizational priorities.

The Manager, Operations should ultimately create a team and operating environment that can perform consistently and effectively without requiring the leader to personally execute the work.

Key Responsibilities

• People Leadership & Development
• Operational Leadership & Workload Management
• Leadership Alignment & Collaboration
• Performance & Accountability
• Process Improvement, Technology & Innovation
• Financial & Administrative Management
• Culture & Professional Leadership

Requirements

Working knowledge of captive insurance, group captives, risk retention groups, or other alternative risk structures strongly preferred. 5+ years of relevant insurance, operations, service, or agency experience, with demonstrated knowledge of the functions and workflows supported by the assigned team. 2+ years of progressive people leadership experience preferred, preferably managing professional service, insurance, account management, operations, or client service teams. This could also include experience training, mentoring, coaching SAM's and/or AM's. Demonstrated success leading or influencing teams in a fast-paced environment with accountability for service quality, productivity, operational performance, and employee development. Strong understanding of team workflows, service delivery, process management, and operational best practices. Proven ability to manage workloads, prioritize competing demands, allocate resources, and improve operational efficiency. Experience establishing and utilizing metrics, scorecards, and performance data to drive accountability and results. Experience with agency management systems and/or other technology platforms, with an ability to leverage technology to improve efficiency and reporting. Strong coaching, communication, and interpersonal skills with the ability to effectively influence employees, peers, and senior leadership. Demonstrated ability to manage performance, provide candid feedback, and address difficult employee situations appropriately. Strong organizational and problem-solving skills with the ability to balance strategic priorities with day-to-day operational needs. Demonstrated commitment to professional development, continuous improvement, and building high-performing teams.