Underwriting Service Operations, Team Lead

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Position Summary

The Underwriting Service Operations Team Lead (TL) is responsible for direct oversight of assigned work groups that perform underwriting support functions. The position will spend half of the time handling accounts and the other half working in a supervisory capacity responsible for service delivery across assigned underwriting unit. The TL manages performance to Service Level standards and leverages LEAN to drive business value, continuous improvement and customer engagement. The position tracks work output and individual Key Performance Indicators. The TL is accountable for optimal workflow, performance, resource management, and training.  The role serves as an effective strategic partner to key business unit contacts, other internal partners and stakeholders. Ensures compliance and regulatory standards are maintained.

The ultimate responsibility of this role is to increase operational efficiency within underwriting service team while handling assigned accounts to maintain a scalable model with a laser-focus toward customer and partner experience. Candidates should have proven success individually contributing toward maximum productivity as well demonstrated leadership ability, operational agility, and relationship management. Additionally, the Team Lead has a proven ability to develop and maintain an environment of trust, diversity, and inclusion within the team.

Responsibilities and Accountabilities:

• Manage Underwriting Service Operations team that support assigned underwriting product lines with focus on meeting production levels, service level agreements, and other performance metrics

• Maintain constant communication with management, staff, and business units to ensure Voice of the Customer is heard

• Effectively resolve escalated customer service issues.

• Effectively perform Underwriting Service tasks on more complicated assigned accounts while meeting all service standards and expectations. 

• Ensure operational activities within team remain on time and within agreed upon workflows

• Contribute to the efficiency of existing organizational processes and procedures to enhance and sustain the team’s expertise and internal capacity

• Work to continuously improve the efficiency of daily processes in support of utilizing LEAN management systems.

• Manage timely data collection build operational metrics that achieve productivity targets, reduce cost per task, eliminate errors, and deliver excellent customer service

• Provide training and guidance to team members in support of talent development to drive deep knowledge and opportunities for career pathing

• Be supportive while helping lead team through change and transformation efforts

• Effectively leverage labor arbitrage to drive scalability

• Partner with cross-functional support teams to help meet service levels

• Assist in resolving IT related issues impacting workflow and production when possible

• Accountable for identifying, escalating, and responding to any Compliance related issues

Required Skills and Abilities:

• Excellent ability to identify process efficiencies and gaps in process

• Strong leadership skills

• Strong working knowledge of assigned insurance coverages and underwriting units

• Customer-focused

• Strong continual improvement mindset and ability to utilize LEAN management systems

• Self-directed showing personal accountability and sense of urgency

• Skilled in conflict management and business processes

• Collaborative and team-oriented

• Strong analytical and problem solving ability

• Strong communication and organizational skills

• Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)

Desired Skills and Abilities:

• Bachelor’s Degree preferred and