• Supervise the operations and staff of the Personal Insurance Solutions AVMA Technicians • Evaluate operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis • Perform continuous critique of operational workflows and processes from application received to policy issuance across departments • Establish and monitor productivity, quality of work, and customer service standards • Maintain documentation of processes, procedures and forms • Monitor, manage, and report activity, production output, and trends of the PIS AVMA Technicians • Supervise, coach, train, and provide leadership and guidance to the team • Collaborate with IT and other department managers on system enhancements, implementations, etc. • Assure timely and accurate processing of check requests, endorsement requests and policy issuance for all AVMA PIS business lines • Generate various reports including activity and step reports, new business and retention efficiency