Manager - Personal Lines Policy Services ( F/MH/M&R)

Description

  

Position Overview: 

This position provides leadership and operational oversight for the Flood, Manufactured Homes, and Marine & Recreational lines of business. This role is accountable for people leadership, operational performance, workflow stability, and risk-based decision-making.

Job Responsibilities:

• Service standards for Flood, Manufactured Homes, and Marine & Recreational are monitored, reported on, and met consistently;
• Review the marketing reports for potential issues regarding our service value to our agents;
• Coordinate the proper handling of the  workflows;
• Work with Flood, Manufactured Homes, and Marine & Recreational production departments to 
  • Create a seamless transition from quote  to policy issuance;
  • Keep the Flood, Manufactured Homes, and  Marine & Recreational operations team informed on product updates and/or program changes; and
  • Identify areas where the Flood, Manufactured Homes, and  Marine & Recreational operations team can streamline the responsibilities of the Sales UW
• Implement new and renewal contracts changes for compliance
• Create plans to control our effect on expenses to maintain a healthy ROI;
• Review plans and status of implementation  with AVP on a biweekly basis;
• Review existing and/or create Standard Operating Procedures (SOP’s) for underwriting and operations teams to build      consistency; comply with company guidelines and rules; AND too met our customer’s needs in a pleasant, professional, and timely manner
• Evaluate additional training needs for individuals and/or the department with regards to inside customer care, outside customer care, phone coverage and data entry.
• Monitor, Report, and Respond on:
  • Financial results (expenses to income ratio);
  • Weekly Action Commitment results (WAC’s);
  • Quality Control;
  • Performance Results;
  • Competitive Intelligence;
  • Staff productivity; and
  • Error Ratios Analysis       
• Review flow of business to 
  • Simplify the processes;
  • Minimize the number of “touches”; 
  • Remove redundancies and bottlenecks; and 
  • Improve quality of output
• Build and      foster company relationships;
• Solicit feedback and suggestions from agents regarding our products, service, and  solution offerings; 
• Review the Unapplied & Balance Due lists to identify breakdowns in our workflows and / or processes;
• Review competitor website, bulletins, and raters to keep ahead of the market
• Review the goals and objectives of the organization and be a resource for feedback, suggestions, and change.

 
 

Education and Work Experience:

• 5+ years’ experience in insurance and/or operations, may include supervisory or leadership experience.
• Undergraduate and/or graduate degree in relevant field or equivalent experience.

 
 

Knowledge Skills & Abilities:

§ Excellent oral and written communication and presentation skills

§ Sound knowledge of Microsoft Office applications (Word, Excel, PowerPoint)

§ The ability to travel

§ Strong customer service skills with demonstrated accomplishments in problem- solving, solution development, decision making and project management skills.

§ Proven written and verbal communication skills.

§ Proven leadership skills

§ Strong negotiation skills

§ Strategic thinking with ability to generate solutions

§ Ability to motivate and develop staff

§ Excellent time management skills; ability to multi-task and prioritize work assignments to meet deadlines

§ Ability to work independently and adhere to demanding time constraints

§ Strong Analytical reporting skills are required

§ Ability to effectively collaborate with a wide variety of individuals and groups

§ Ability to provide positive support of change management

§ Self-motivated and ability to interact/collaborate with team members to produce positive business results

§ Ability to learn new technologies, workflows, and system enhancements quickly and efficiently

§ Must have the ability to lead and mentor staff in a positive and motivational manner. 

§ Must be flexible and open to continuous growth, learning and improvement and be committed to aggressively cross training in other Operations areas