Operations Support Specialist

For over 107 years, Penn National Insurance has been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do. We market our products through a network of 1,200 independent agency operations in 13 states. We are seeking a Operations Support Specialist responsible for designing, developing, coordinating and implementing automated & non-automated solutions that resolve operational problems and maximize the benefits derived from business opportunities. Responsibilities include managing projects that are crucial to achieving operational and strategic initiatives; such as enhancing service, improving productivity, increasing quality and maintaining profitability. This is a hybrid role reporting to the Harrisburg, PA office.

POSITION COMPETENCIES

• Business Acumen
• Negotiation
• Results Oriented
• Time & Priority Management
• Decision Making

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Creates detailed business requirements, using the best combination of text, diagrams, models, matrices, etc, to develop and implement solutions to business needs. • Participates in outlining and creating post production methods of validating the return on investment of implemented enhancements. • Provides training and assistance to staff on new and enhanced systems, workflows and processes. • Develops job aid materials, procedures, workflows, user manuals, training guides, presentations and other documentation regarding planned and strategic projects. • Creates test plans, test matrices, acceptance criteria and use cases, to validate and verify the developed solutions.

• Coordinates the testing efforts on assigned projects.
• Participates in division audit review functions and activities.
• Identifies, develops and integrates new and existing operational and

strategic initiatives, including: quality, service, productivity, profitability, management information and expense management. • Develops strategies and proposals to meet and solve operational challenges and issues. • Conducts market research for new vendors and systems, in regards to identifying solutions to business issues. • Using a variety of tools and techniques completes research and analysis into defined business issues, to gather the information that is needed to develop solutions. • Develops and proposes operational solutions, prioritizes requirement components, researches and analyzes costs, benefits and risks of proposed solutions. • Designs and creates ad hoc reports for the purpose of making business decisions.

• Troubleshoots and resolves production issues/problems.
• Defines project tasks and resource requirements.
• Identifies project risks and mitigation strategies.
• Assists with coordinating and monitoring the costs of assigned projects.
• Manages conflicts and negotiates to maintain consensus on solution scope,

time, and cost.

• Creates and maintains project timelines and work plans.
• Defines project tasks and resource requirements.
• Defines roles and responsibilities for assigned resources.
• Directs & supports project teams including both on site resources and

external resources. • Tracks, monitors and controls project deliverables and creates status reports for stakeholders. • Initiates preventative / corrective measures to ensure assignments stay on track.

ADDITIONAL RESPONSIBILITIES

• Assists division in the budgeting process.
• Selects best approach to complete assignments and gains buy in on approach

for each assignment. • Uses sound logic, data and analytics to justify and recommend solutions. Heavily influences final decisions. • May manage the day-to-day duties of production support team members or project team members, to possibly include providing input on their performance. • Performs other duties as may be assigned by the supervisor/manager

SPECIAL RELATIONSHIPS

• Direct contact with both internal and external resources − Internally: Penn National employees including those within business and technical units, line and staff operations, and executives − Externally: agents, vendors, state agencies, and customers

• Ability to interact with all levels of authority within the organization.
• Ability to be sensitive and effective in both listening and communicating

with end users

QUALIFICATIONS

Education/Credentials

• Associates’ degree preferred
• Continuing education in insurance related courses preferred

Experience • Minimum of 3-years’ experience in a business environment, in a technical or analytical role; insurance industry preferred Technical/ Professional Knowledge

• SharePoint and Azure Dev Ops
• Demonstrated research, and problem-solving skills
• Proficiency in utilizing data and analytics in making business decisions
• Effective verbal, written and listening communication skills, for

exchanging routine and non-routine information with people inside and outside of the company • Excellent inter-personal skills that build, maintain and foster productive relationships to assist in meeting goals and achieving results, with the ability to effectively direct and coordinate the activities of others within a designated project or team

• Excellent training and presentation skills
• Proficiency with personal computers, spreadsheets Microsoft Office Suite

and database software • Demonstrated knowledge of insurance industry systems and division specific technology • Effective customer service skills, with the ability to meet customer initiated deadlines • Must possess effective negotiation skills, with the ability to tactfully explain and defend decisions while maintaining and promoting positive business relationships

• Effective decision making and critical-thinking skills
• Must be able to successfully manage tasks and projects with aggressive

deadlines and time sensitivity • Demonstrated ability to interpret and apply standard practices, procedures and other established business principles and guidelines • Must have a strong sense of urgency while maintaining accuracy in work product

• Must be organized and detail oriented, with the ability to adapt to change
• Must be able to work independently or as part of a group

The compensation has been carefully determined by considering a variety of important factors, including skill sets, experience, training, and certifications. With these considerations in mind, the estimated hiring range is $75,000 - $103,000. Additionally, you may be eligible to participate in our annual incentive program, depending on your eligibility under the plan. JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act) • This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment. • Must be able to perform computer-based tasks and access digital information necessary for job duties, including through the use of assistive technologies. • Must be able to complete computer-based tasks and utilize office equipment as needed to perform essential job functions. • Must be able to access and enter information accurately using automated systems. • Must be able to communicate effectively with internal and external clients using telephone, electronic, or other communication systems.

• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based

upon established guidelines. • Must be able to maintain acceptable attendance and adhere to scheduled work hours.

• Must have a valid driver’s license and be able to operate a motor vehicle.
• Must be able to travel, with overnight stays required.

Why Choose Penn National Insurance? At Penn National Insurance, we’re on a mission to help people feel secure and make life better when bad things happen. For over 106 years, we’ve been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do. We’re not just a company—we’re a community united by our core mission to “Make Life Better.” Here, you’ll find a place where your professional growth, success and personal well-being are our top priorities. Your Career Journey: Empowering Your Growth Your career should be more than just a job—it should empower you to feel secure, supported and inspired. At Penn National Insurance, we invest in your growth and celebrate your contributions with a comprehensive and competitive total rewards package. We’re committed to supporting your journey and helping you thrive at every stage of your career. Key highlights include: * Benefits and Compensation: Generous 401(k) match, graded profit sharing, incentive compensation, and a wide range of benefits to support your financial health, physical well-being and career development. * Flexibility: We offer remote and hybrid work options, flexible scheduling and a “dress-for-your-day” culture. * Recognition: We celebrate your achievements, big and small, through employee recognition programs designed to honor your contributions. Your Employer of Choice: A Legacy of Trust and Strength Joining Penn National Insurance means becoming part of a company with over a century of experience, built on trust, innovation and strong relationships. From our beginnings as a mutual insurance company founded by farmers to our 100th anniversary in 2019, we've stayed true to our relationship-driven model, focusing on direct service and meaningful support. Your Community: Making an Impact Together Making life better isn’t just our mission—it’s a value that guides everything we do. Our employees are at the heart of this mission, giving back through community engagement and charitable efforts. We proudly support our community through financial support and employee volunteering opportunities including our annual United Way campaign, where employee contributions and company matches make a significant impact each year. Your Future: Building a Rewarding Career Path We’re not just offering a job; we’re providing a fulfilling and rewarding career. We support your growth with a range of resources designed to help you build your skills and achieve your goals, including: * Continuing Education Support: Access to programs that help you enhance your knowledge, skills and educational goals along with 100% tuition reimbursement for academic studies. * Professional Development Opportunities: Tailored designation programs to help you advance in your career such as CPCU, AINS, CPA, CISSP, and more. * Long-Term Career Focus: With an average employee tenure of 14 years and many team members serving for over 40 years, we take pride in fostering a work environment that values long-term growth and development. When you join us, you’re not just starting a job—you’re becoming part of a team that values your growth and invests in your future. Our commitment to long-term retention and employee development ensures that you will be part of a tradition and legacy of excellence that spans decades. Only candidates from the following states will be considered for opportunities with Penn National Insurance and Inservco Insurance Services: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin – unless specifically stated otherwise in the job posting. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, creed, affectional and sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Consistent with the Americans with Disabilities Act (ADA) and EEOC guidance, it is the policy of Pennsylvania National Insurance to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to a HR Business Partner via telephone at 800-368-4764, or through email [HRBusinessPartner@pnat.com].