Operations Supervisor (Insurance / Financial Services)

Manager, New Business

PHP Agency

Addison, TX

About PHP Agency:

PHP is a life insurance field marketing organization, founded in 2009 by visionary entrepreneur Patrick Bet David. PHP, an Integrity partner, partners with leading insurance and annuity carriers to offer a comprehensive basket of insurance products to a diverse client base. PHP provides part-time or full-time opportunities to individuals pursuing careers as life insurance agents. PHP passionately serves people through a field sales force comprised of thousands of licensed agents deployed nationwide in offices they independently own and operate.

Job Summary:

As a Department Manager at PHP Agency, you redefine what excellence looks like. One that sharpens the agent’s experience, develops internal talent, and leads with a spirit of unity, accountability, and excellence. Setting the tone for your department, building bridges between systems and people, and representing the voice of the agent in every operational conversation. You don’t just manage a team—you set a standard that others will follow.

The New Business Manager oversees all life and annuity case submissions and serves as a key liaison between PHP agents, carrier partners, and underwriting departments. Ensuring every application moves efficiently from submission to placement, maintaining high placement ratios, underwriting speed, while providing white glove customer service. You will manage day-to-day operations, support system enhancements, and coach a growing team of new business case managers and team leads.

Primary Responsibilities:

Leadership & Team Development

• Lead and develop Team Leads and new business case managers, building a pipeline of future leaders.

• Set clear and hold accountable - KPIs, performance standards, and SLA aligned with PHP’s goals and culture.

• Conduct 1-on-1 meetings, team huddles, and performance coaching sessions to drive individual growth and team cohesion.

• Provide ongoing feedback, mentoring, and coaching to enhance professional development and leadership readiness to both Team Leads & New Business Case Managers

Training & Continuous Improvement

• Deliver and oversee training for new hires and existing team members, ensuring mastery of processes, systems, customer service communication while maintaining compliance standards.

• Identify ongoing skill gaps and implement development plans to upskill team members.

• Conduct consistent quality audits of work and calls to ensure accuracy, consistency, and company standards are met.

• Drive a culture of continuous improvement, identifying inefficiencies and implementing solutions to optimize workflows.

Cross Departmental Collaboration

• Partner with peer department managers and leadership to ensure seamless support and white glove customer service is provided for PHP agents

• Act as the primary cross-functional connector for escalated workflows spanning multiple departments.

• Spearhead process alignment, shared service technology improvements, new system process is adopted to enhance operational efficiency.

Escalation Management & Relationship Building

• Serve as a trusted escalation partner for Team Leads, carrier partners, and field agents on sensitive or high-impact issues.

• Personally manage and resolve high-level or escalated cases involving carrier partners.

• Build and maintain trusted relationships with field agents, leadership, carrier partners, and vendors, serving as a reliable voice for transparency, speed, and fairness.

• Foster mutually respectful partnerships with external stakeholders to strengthen operational outcomes.

Operational Oversight & Execution

• Monitor day-to-day team activities, performance, collaboration, and attitudes, taking corrective action as needed to maintain a high-performance culture.

• Delegate tasks and responsibilities effectively, ensuring accountability and timely completion within service-level agreements (SLAs).

• Track work queues, turnaround times, and system workloads, implementing plans to meet or exceed performance goal.

• Troubleshoot and resolve complex operational issues or escalated calls/cases as necessary.

• Lead or participate in special projects and initiatives to drive department-wide improvements.

Reporting & Communication

• Keep management informed of personnel issues, operational challenges, and team performance both positive and negative.

• Prepare and deliver daily, monthly, quarterly, and annual reports to track productivity, quality, and trends.

• Report corrective actions, process adjustments, and performance improvements based on data insights.

• Provide regular updates on close-out statuses, and departmental results, performance updates maintaining clear and open communication with leadership.

Primary Skills & Requirements:

• 3–5 years of experience in life insurance operations or case management.

• Proven leadership and cross-department collaboration in a fast-paced, regulated environment.

• Ability to mentor teams and maintain alignment with field-driven culture.

• Strong systems thinking and familiarity with CRM/ticketing tools.

• Familiarity of Microsoft Systems – Word, Excel, PowerPoint, BI Reporting

• Analytical mindset with strong reporting and process development skills.

• Passion for accuracy, service, and agent enablement.

• Experience with life and annuity underwriting and carrier guidelines.

Job Type:

• Full-time (Not Remote or WFH)

• 100% On-Site at Company HQ in Addison Texas 75001

• Medical/Dental/Vision Insurance

• 401(k) Retirement Plan

• Paid Holidays

• PTO

• Community Service PTO

• FSA/HSA

• Life Insurance

• Short-Term and Long-Term Disability

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily.