Risk Control Manager - Virtual Operations

UFG is currently seeking a Risk Control Manager - Virtual Operations to provide leadership and operational oversight for UFG's virtual risk assessment program. This role translates Risk Control strategy into scalable processes, service standards, quality controls, and workforce plans that strengthen underwriting decision support and enhance the customer experience. The position is responsible for program governance, team performance, technology adoption, and continuous improvement, ensuring efficient and consistent delivery of virtual risk control engagements. Partner closely with underwriting, risk control and business units to drive results, measure performance, and maintain alignment with organizational objectives. The role also maintains sufficient technical expertise to ensure the virtual model remains credible, effective, and integrated with field operations and evolving enterprise portfolio needs.

Essential Duties & Responsibilities: 

Program Strategy and Leadership 

• Lead the enterprise virtual risk assessment program, establishing the operating strategy, annual priorities, service model, and success measures in alignment with Risk Control, Underwriting, customer engagement, and corporate objectives.
• Translate strategic direction into actionable roadmaps, staffing plans, implementation milestones, and accountable performance expectations for the virtual operation.
• Advise Risk Control leadership on program emerging risks, resource needs, service opportunities, and investments required to support scalable operations.
• Champion a culture of ownership, continuous improvement, talent development, and disciplined execution across virtual engagements.

Operational Oversight, Capacity, and Service Delivery 

• Direct day-to-day virtual operations, including workflow intake, assignment practices, inventory management, due-date compliance, turnaround time, workload balance, and escalation protocols.
• Develop capacity workflows and resource allocation recommendations using submission volume, complexity, geography, service demand, and performance trends.
• Coordinate consistent service protocols and operating procedures that integrate virtual and field delivery while ensuring business needs are achieved by the most effective service channel.
• Maintain operational continuity by identifying constraints, resolving workflow issues, and coordinating support across field leaders, technical specialists, and business partners.

Governance, Quality, and Compliance 

• Own governance and quality assurance practices for all virtual assessments, including documentation standards, photo and video evidence expectations, report clarity, technical accuracy, and underwriting relevance.
• Implement review, calibration, and remediation processes that improve consistency, data integrity, customer experience, and adherence to Risk Control policies and applicable regulatory requirements.
• Monitor quality audits and compliance reviews, document corrective actions, and ensure timely resolution of identified gaps.
• Partner with technical leaders to maintain assessment methodologies for emerging exposures during virtual engagements.

Analytics and Executive Decision Support 

• Leverage dashboards and trend analysis to identify performance gaps, forecast demand, prioritize resources, and recommend strategic or operational changes.
• Provide concise executive updates that communicate results, decisions needed, and progress against program objectives.
• Strengthen reporting discipline and data governance so virtual assessment information provides timely, transparent, and actionable insight to Underwriting and Risk Control leadership.

Technology, Vendor, and Process Modernization 

• Lead the evaluation, implementation, and optimization of virtual assessment tools and digital documentation capabilities.
• Oversee vendor-supported virtual services when applicable, including performance expectations, quality, integration, customer experience, and cost effectiveness.
• Identify and implement automation, standardization, and process-improvement opportunities that increase efficiency without compromising assessment quality or underwriting value.

People Leadership and Organizational Capability 

• Lead, coach, and develop virtual Risk Control professionals through clear expectations, regular performance feedback, workload guidance, and individualized development planning.
• Own workforce planning, selection, onboarding, training, performance management, succ