Associate Director, Agency Accounts
Humana Inc, Raleigh, North Carolina, United States, 27601
Become a part of our caring community and help us put health first
The Associate Director, Agency Account Operations is a senior leadership role that will report to William Kinkead, Associate VP, Brokerage Sales. You will be responsible for overseeing the operational performance, execution discipline, and service excellence of IFG's External Field Agency channel. This leader drives scalable operational infrastructure that supports profitable growth, enhances partner experience, and ensures disciplined execution across IFG's agency portfolio.
Reporting into senior sales leadership, this role leads a team of Regional Account Executives (RAEs) who serve as the primary operational contacts for IFG's agency partners. The Associate Director ensures that agency relationships are operationally sound, compliant, efficient, and positioned to deliver sustainable revenue performance.
This position sits at the intersection of Sales, Operations, Compliance, Carrier Relations, and Marketing, ensuring that IFG's agency partnerships are executed with precision and aligned to enterprise growth objectives.
Key Responsibilities 1. Agency Account Operations Leadership
Lead, coach, and develop a team of Regional Account Executives responsible for the daily operational management of IFG's agency partners.
Establish clear performance standards, service-level expectations, and accountability metrics for RAEs.
Create scalable processes that support agency onboarding, contracting, credentialing, reporting, issue resolution, and ongoing operational management.
Drive consistency in partner communication, execution cadence, and service delivery across all regions.
2. Agency Lifecycle Management Oversee the full operational lifecycle of IFG's agency partners, including:
Onboarding and activation processes
Carrier contracting coordination and readiness tracking
Systems access and technology enablement
Production reporting and reconciliation
Commission alignment and escalation management
Compliance adherence and documentation integrity
Ongoing operational performance reviews
Ensure agencies are operationally optimized to maximize productivity while maintaining regulatory and contractual standards.
3. Cross-Functional Integration & Execution Serve as the operational bridge between external agency partners and internal functional teams:
Carrier Relations: Ensure agencies are properly aligned with carrier requirements, appointment processes, and performance expectations.
Compliance: Maintain disciplined oversight of regulatory adherence, audit readiness, and corrective action processes.
Operations & Finance: Partner on reporting accuracy, commission integrity, CTM alignment, and operational efficiency.
Marketing & Sales Leadership: Ensure agencies are properly supported with materials, messaging, and execution timelines.
Drive resolution of complex escalations, remove friction in partner operations, and continuously improve the agency experience.
4. Performance Management & Reporting
Develop and implement operational KPIs to measure agency health, responsiveness, compliance posture, and execution effectiveness.
Analyze trends in production quality, operational bottlenecks, and partner performance.
Deliver structured reporting and executive-level summaries highlighting operational risks, opportunities, and partner segmentation insights.
Drive continuous improvement initiatives to enhance efficiency, reduce friction, and improve partner satisfaction.
5. Scalable Infrastructure & Process Optimization
Design and refine operational playbooks for agency account management.
Implement standardized workflows to reduce variability across regions.
Identify technology enhancements and automation opportunities to improve scalability.
Support enterprise initiatives aimed at improving retention, accretion, and quality enrollment outcomes.
6. Talent Development & Organizational Leadership
Build a high-performing team culture centered on accountability, responsiveness, and service excellence.
Provide structured coaching, professional development planning, and succession strategy for RAEs.
Establish operational rhythms (QBRs, weekly business reviews, performance dashboards) that drive disciplined execution.
Success Metrics
Operational readiness and activation timelines for new agencies
Agency satisfaction and retention rates
Reduction in operational escalations and turnaround time
Compliance audit performance
Reporting accuracy and commission reconciliation integrity
Contribution to improved quality metrics and sustainable revenue growth
Use your skills to make an impact Qualifications for success
5+ years of sales leadership experience in brokerage, field distribution, or independent agent management
Experience leading regional or field based sales teams
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours 40
Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$93,400 - $127,300 per year
This job is eligible for a commission incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 03-06-2026
About us Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
#J-18808-Ljbffr
The Associate Director, Agency Account Operations is a senior leadership role that will report to William Kinkead, Associate VP, Brokerage Sales. You will be responsible for overseeing the operational performance, execution discipline, and service excellence of IFG's External Field Agency channel. This leader drives scalable operational infrastructure that supports profitable growth, enhances partner experience, and ensures disciplined execution across IFG's agency portfolio.
Reporting into senior sales leadership, this role leads a team of Regional Account Executives (RAEs) who serve as the primary operational contacts for IFG's agency partners. The Associate Director ensures that agency relationships are operationally sound, compliant, efficient, and positioned to deliver sustainable revenue performance.
This position sits at the intersection of Sales, Operations, Compliance, Carrier Relations, and Marketing, ensuring that IFG's agency partnerships are executed with precision and aligned to enterprise growth objectives.
Key Responsibilities 1. Agency Account Operations Leadership
Lead, coach, and develop a team of Regional Account Executives responsible for the daily operational management of IFG's agency partners.
Establish clear performance standards, service-level expectations, and accountability metrics for RAEs.
Create scalable processes that support agency onboarding, contracting, credentialing, reporting, issue resolution, and ongoing operational management.
Drive consistency in partner communication, execution cadence, and service delivery across all regions.
2. Agency Lifecycle Management Oversee the full operational lifecycle of IFG's agency partners, including:
Onboarding and activation processes
Carrier contracting coordination and readiness tracking
Systems access and technology enablement
Production reporting and reconciliation
Commission alignment and escalation management
Compliance adherence and documentation integrity
Ongoing operational performance reviews
Ensure agencies are operationally optimized to maximize productivity while maintaining regulatory and contractual standards.
3. Cross-Functional Integration & Execution Serve as the operational bridge between external agency partners and internal functional teams:
Carrier Relations: Ensure agencies are properly aligned with carrier requirements, appointment processes, and performance expectations.
Compliance: Maintain disciplined oversight of regulatory adherence, audit readiness, and corrective action processes.
Operations & Finance: Partner on reporting accuracy, commission integrity, CTM alignment, and operational efficiency.
Marketing & Sales Leadership: Ensure agencies are properly supported with materials, messaging, and execution timelines.
Drive resolution of complex escalations, remove friction in partner operations, and continuously improve the agency experience.
4. Performance Management & Reporting
Develop and implement operational KPIs to measure agency health, responsiveness, compliance posture, and execution effectiveness.
Analyze trends in production quality, operational bottlenecks, and partner performance.
Deliver structured reporting and executive-level summaries highlighting operational risks, opportunities, and partner segmentation insights.
Drive continuous improvement initiatives to enhance efficiency, reduce friction, and improve partner satisfaction.
5. Scalable Infrastructure & Process Optimization
Design and refine operational playbooks for agency account management.
Implement standardized workflows to reduce variability across regions.
Identify technology enhancements and automation opportunities to improve scalability.
Support enterprise initiatives aimed at improving retention, accretion, and quality enrollment outcomes.
6. Talent Development & Organizational Leadership
Build a high-performing team culture centered on accountability, responsiveness, and service excellence.
Provide structured coaching, professional development planning, and succession strategy for RAEs.
Establish operational rhythms (QBRs, weekly business reviews, performance dashboards) that drive disciplined execution.
Success Metrics
Operational readiness and activation timelines for new agencies
Agency satisfaction and retention rates
Reduction in operational escalations and turnaround time
Compliance audit performance
Reporting accuracy and commission reconciliation integrity
Contribution to improved quality metrics and sustainable revenue growth
Use your skills to make an impact Qualifications for success
5+ years of sales leadership experience in brokerage, field distribution, or independent agent management
Experience leading regional or field based sales teams
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours 40
Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$93,400 - $127,300 per year
This job is eligible for a commission incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 03-06-2026
About us Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
#J-18808-Ljbffr