Description
The Office Manager is responsible for managing the day-to-day operational workflow of an assigned office, ensuring files are handled efficiently, accurately, and in alignment with client Service Level Agreements (SLAs), department procedures, best practices, and divisional objectives. This role oversees the movement of work from assignment intake through appraiser handling, office review, and final return to the client.
The Office Manager plays a critical role in maintaining timely and professional client communication, ensuring diary updates, file notes, missing information requests, and client-facing responses are completed accurately and within expected timelines. This position is responsible for monitoring office workflow, supporting appraiser production, identifying file delays or process gaps, and ensuring completed work products meet quality, documentation, and client-specific handling requirements before final delivery.
The Office Manager also coordinates with Appraisers, Regional Field Managers, Operations leadership, Resource Management, Compliance, Training, and other support teams to maintain SLA adherence, resolve workflow issues, and support consistent execution of operational standards. The role requires strong organization, communication, follow-through, and the ability to manage multiple file priorities while maintaining service quality and client responsiveness.
Requirements
Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)
- Assess and monitor open/pending assignments and new incoming assignments to facilitate the management of cycle time and appraiser productivity throughout the assignment process within an area or for specified key clients
- Utilize internal tools provided to optimally allocate available resources to ensure client service level expectations are met or exceeded. This includes but not limited to: Optimizer, WEBFMS, Capacity Planner, etc.
- Drive office and appraiser performance by providing guidance and feedback specific to client service level agreements to appraisers throughout the life cycle of an assignment, while keeping the client updated appropriately.
- Perform quality control on final work product by reviewing all assignment details to ensure estimate compliance, photo compliance, reporting compliance, and invoicing accuracy per Alacrity standards or specific client service level agreements.
- Ensure security, integrity, and confidentiality of data.
- Adherence to all company, federal and state rules, policies, and safety regulations
- Perform other duties as assigned.
Competencies
- Expertise in auto material damage management: A key competency for an Office Unit Manager responsible for an auto material damage group is a strong understanding of the auto material damage industry and the ability to manage and lead a team of professionals in this area.
- Strategic planning and execution: The ability to develop and implement long-term strategies to achieve business goals, as well as to plan and execute short-term operational plans effectively, is an essential competency for this role.
- People management: An Office Unit Manager needs to have excellent people management skills, including the ability to motivate, coach, and develop team members to ensure that they are performing at their best and delivering high-quality work.
- Communication and interpersonal skills: The ability to communicate effectively and build strong relationships with team members, clients, and stakeholders is crucial in this role.
- Problem-solving and decision-making: The ability to identify and solve problems, make informed decisions quickly and under pressure, and to think creatively to find solutions to complex challenges are all critical competencies for this role.
Work environment
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Physical & Mental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The employee must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close, distance and peripheral vision, depth perception and the ability to adjust focus.
- While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to handle or feel.
- Ability to read, analyze, and interpret financial reports, and legal documents, respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to work with mathematical concepts such as probability and statistical inference and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical form and deal with abstract and concrete variables.
Travel required
- N/A
Required education and experience
- High school diploma and equivalent training and experience.
- 1+ years of general business office experience.
Preferred education and experience
- Associates degree or equivalent from a two-year college or technical school; or two years or more related experience and/or training; or equivalent combination of education and experience (highly preferred).
- Bilingual (Spanish speaking) preferred.
- Basic understanding of appraisal process and prior insurance office experience strongly preferred.
- Proficient in Microsoft Office Suite.
Additional eligibility requirements
- N/A
Affirmative Action/EEO statement
Alacrity Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Good-Faith Estimate (including bonus or commission)
The posted compensation range represents an estimate and may include both base salary and variable components such as commission and performance-based bonuses. Total compensation will ultimately be determined based on the candidate’s experience and qualifications.
General Description of Benefits
Alacrity Solutions offers a comprehensive benefits package, including but not limited to medical, dental, and vision coverage, paid time off, a health savings account, and an employee assistance program.
Work Schedule
Full Time, 80.00 hours per pay period (2 weeks)
How to Apply
Click the Apply button on this site. You will be linked to the Alacrity Solutions Career Page. Our career page can be found at https://www.alacritysolutions.com/about/careers/#current
Personal Information Retention Policy
Personal information will be retained for a minimum period of one year in accordance with applicable policies and regulatory requirements.
Post Closing Date
This position will be open for a minimum of three days and until a top applicant is identified.
High school diploma and 1+ year of general business office experience required. Requires workflow management, client communication, quality control, problem-solving, and Microsoft Office Suite proficiency; Spanish and insurance experience preferred.
Key Responsibilities
- monitoring assignments
- allocating resources
- reviewing work
Skills & Tools
Microsoft Office Suite, Optimizer, WEBFMS, Capacity Planner
Job Details
- Category: Business Operations
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Fishers, Indiana, United States
- Languages: English
Benefits
- Generous paid time off
About Alacrity Solutions
A provider of insurance claims and appraisal services. — Industry: Finance