Director of Operations at The Institutes Knowledge Group

About The Institutes

A not-for-profit organization headquartered in beautiful Malvern, PA, The Institutes have been the leading provider of risk management and property-casualty insurance education for more than 100 years. By living our values—Put the Customer First, Do What You Say, Work Together, Be Innovative and Do the Right Thing— our talented team delivers innovative solutions that best empower risk and insurance professionals to help those in need. In 2024, The Institutes was named a Top Workplace by Philly.com for the ninth time. We understand the importance of work-life balance and provide excellent benefits and a friendly and team-focused work environment to drive employee engagement.

Director of Operations

The Director of Operations is accountable for leading staff to execute the strategic initiatives set by the President of The Agent and Broker Group. Creates and communicates strategic goals which are mapped to strategic initiatives that are aligned with company values, creates and tracks KPI metrics for the business, provides coaching and training to employees, ensures execution of organizational and department goals and objectives achieved through agreed upon processes.

What You’ll Do:

• Partner with the President of the Agent & Broker Group to develop and execute a strategy that increases unique students and revenue.
• Responsible for the CEU content strategy and partnering with internal resources for implementation
• Ensuring CEU meets all KPI targets
• Develop, build and manage relationships with both internal and external customers. This includes working with members of the Agent & Broker Group and internal/external writers to ensure the customer content needs are met.
• Proactively communicate and document all pertinent information on compliance initiatives and new ventures to Institute personnel as appropriate.
• Produce monthly reports to track and trend course filing and credit reporting activities.
• Oversees, manages, and trains staff. Assist in their ongoing professional development in key knowledge areas relative to their performance objectives. Implement appropriate processes and work-flows for employees to be able to effectively do their jobs.
• Be the go-to person in the enterprise for all CEU questions and needs. Partner with other enterprise business units to support our customers with CEU solutions..
• Represent CEU at industry and customer events as required
• All other duties as assigned.

Required Competencies

• Leadership: Demonstrated success as a manager who can work well with others to execute strategies and deliver solutions to customers. Possess strong interpersonal skills to develop alliances with internal and external groups. Must be comfortable dealing effectively, diplomatically, honestly, and sensitively with all levels of management and staff.
• Customer Focus: Customer service oriented and exhibit the best interest of customers as the main priority when delivering goods or services.
• Relationship Building: Exceptional People Skills. Must be able to develop and maintain strong relationships across the organization and/or industry.
• Communication: Exceptional oral and written communication skills and ability to communicate throughout all levels of the organization, both internally and externally. Ability to read, understand and follow oral and written instructions. Ability to present information and respond to questions professionally and effectively, conversationally and in written communications
• Planning and Organization: Prioritizes and plans the efficient use of resources. Tracks progress against objectives and deliverables. Manages and anticipates crucial stages in projects and tasks. Formulates alternative means of achieving objectives. Problem solves effectively to unforeseen events.
• Business strategy: Must be able to develop and execute strategic vision for department. Must be able to make sound decisions and inspire the team to implement those decisions

What We’re Looking For:

• Bachelor’s degree required.
• Minimum of 7 years work experience required. Experience with continuing education (CE) requirements is a must.
• 3-5 years of management/supervisory experience preferred.
• Content management, sales experience and/or project management preferred.
• Excellent written, verbal, and interpersonal skills.
• Working knowledge of the risk management and property/casualty insurance industry preferred.

The Best Part? The Benefits!

• To enforce the importance of work-life balance, employees enjoy excellent benefits, including:
• 401(k) plan with company contribution up to 16%
• Generous time off package that includes paid vacation, personal, sick, and holidays
• Paid maternity and parental leave
• Tuition reimbursement
• Medical, dental, vision, and prescription coverage