Director, Underwriting & Service Operations - P&C

Company Overview

FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

Leads, manages, and oversees underwriting and service operations delivering outsourced insurance solutions on behalf of multiple carrier partners across commercial and personal lines of business. Provides strategic and operational leadership to underwriting and call center teams with a strong focus on underwriting excellence, profitability, and execution accuracy. Responsible for managing carrier relationships, operational performance, and financial outcomes, including accountability for P&L performance, underwriting quality, and achievement of contractual service standards.

Ensures consistent, data-driven decision-making aligned with carrier underwriting guidelines, risk appetite, and company objectives while fostering a high-performance, results-oriented culture. This role is fully remote.

• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Leads the underwriting and servicing team members in the execution of our business strategy by developing workflows, processes and procedures that align with client and business goals.
• Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 annual performance evaluations, in a timely manner.
• Creates a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development.
• Possesses a clear understanding of multiple carrier underwriting guidelines and maintains an in-depth knowledge of all tools and models used.
• Receives and resolves escalated problems as needed for underwriting and service operations.
• Works with senior leadership and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
• Partners with Human Resources to hire, train and develop a high-performance service center team.
• Assists the senior management team with the implementation of new program management companies and internal functions.
• Directly supervises more than two (2) employees in the call center and underwriting operations; handles hiring, training, performance appraisal, rewarding and disciplining employees, addressing complaints, and resolving problems per organizational policies and applicable laws.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
• Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
• Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
• Partners with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

• Bachelor’s degree preferred.
• Ten (10) plus years of experience leading an insurance service operation supporting multiple lines or carriers; or equivalent combination of education and experience.
• Current and active 2-20, 4-40 licenses or the ability to obtain such within the time frame established by the company. CPCU, AU, CIC and/or CPIA designations preferred.

$125,000, plus opportunity for a discretionary bonus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Medical, Dental, Vision, Life, Pet;
  Flexible Spending Account
• Competitive Salaries
• 401K Match
• Work-Life Balance:
  Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
• Short and Long-Term Disability
• Employee Support Programs, Including Mental Health
• Tuition Reimbursement
• Matching Charitable Gift Program
• Lucrative Referral Program
• Commuter Benefits
• Flexibility:
  Remote and Hybrid Opportunities Available

This position is not able to be performed in California, Colorado, New York or Washington.

Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender…