Operations Support Specialist - Remote

About the role

The Operations Specialist plays a crucial role in supporting the P&C Practice 's operation al efficiency, ensuring smooth process and procedures, responsible for assisting the team with data management, and supporting end users . The Specialist will help the National P&C Team be more productive and effective by maintaining responsibility for key assignments, projects , planning , and support . This role requires a solution-oriented mindset, strong initiative, and the ability to take an idea from initial concept through to delivery. The ideal candidate is a strategic thinker, natural builder, and proactive problem-solver who thrives in a fast-paced environment and is committed to operational excellence. Essential Duties and Responsibilities: Complete regular audits of workflows, best practices, and standard processes; update as needed, document findings, and maintain a regular audit cadence. Create and distribute reports to local and national teams; analyze data to determine accuracy, consistency, and actionable insights. Serve as a subject matter expert for questions related to systems, procedures, workflows, and operational resources. Cultivate and deepen relationships with internal and external stakeholders, cross-departmentally and with vendors and carrier partners. Ensure compliance with industry regulations and OneDigital Best Practices; champion data integrity and quality control standards. Engage in operational efficiency initiatives at varying levels - leading projects end-to-end, contributing as a project team member, or owning the operational handoff from project management to ensure successful implementation and sustainment. Provide administrative coordination and project support to the P&C national leadership team. Review data and take actionable steps to maintain accurate records in Applied Epic, including data entry and data clean-up. Own and manage operational tools such as Ennabl ; serve as a go-to resource for system fluency, troubleshooting, and team enablement. Lead and manage the consolidation process, ensuring accuracy and efficiency across workflows. Support and coordinate Business Process Outsourcing (BPO) functions, including oversight of outsourced workflows and quality review. Monitor adherence to established procedures and standards; identify line-of-business challenges and follow through to resolution. Identify training opportunities and partner with the Learning & Development team to design and coordinate training solutions. Qualifications, Skills and Requirements: Team-oriented with the ability to work collaboratively across different areas of the organization to support operations. Self-motivated, able to manage multiple priorities and a large workload, and thrive in a fast-paced environment. Proactive, flexible, and adaptable to different personality types and working styles. Well organized, detail-oriented, and able to multi-task and prioritize work effectively. Excellent communication skills, both written and verbal; demonstrated ability to build trust and maintain relationships. Strong attention to detail with demonstrated analytical, technical, and computer skills. Innovative and curious mindset - consistently seeks opportunities for improvement and brings creative solutions. Solution-oriented drive: approaches challenges strategically, thinks outside the box, and follows through on ideas. Builder mentality: excited by the opportunity to build and improve processes from the ground up with a strategic, long-term focus. Self-starter with strong resourcefulness and the ability to work independently with minimal direction. Highly organized with the ability to juggle competing priorities while remaining flexible and focused. Comfortable analyzing reports, tracking performance metrics, and identifying trends or potential issues. Commitment to long-term professional development, including lifelong learning and certifications. Previous experience in a customer support or operations role is a plus. Education, Training and Experience: An undergraduate degree or equivalent work experience. 3 to 5 years of experience within the P&C industry, preferably in P&C agency operations. Proficient computer skills including Excel, Word, and PowerPoint. Project management and time management skills; ability to dr