Underwriting Service Operations Team Lead, Construction Excess & Multinational

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 is a working management role that is responsible for service delivery across assigned underwriting unit (Construction Excess & Multinational). 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.

• Manage and oversee Underwriting Service Operations teams that support assigned underwriting units with focus on production levels, service level agreements, quality, and cost.
• 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 tasks assigned to team to contribute to overall productivity.
• Ensure operational activities remain on time and within agreed upon workflows.
• Grow the efficiency of existing organizational processes and procedures to enhance and sustain the team’s expertise and internal capacity.
• Manage timely data collection, build operational metrics that achieve productivity targets, reduce cost per task, eliminate errors, and deliver excellent customer service.
• Track staffing requirements, hire new employees, and oversee proper training.
• Effectively lead team through change and transformation efforts to retain talent and upskill staff.
• Accountable for identifying, escalating, and responding to any Compliance related issues.
• Manage quality assurance programs, strategize process improvements, and other tasks as directed.

• Excellent ability to identify process efficiencies and gaps in process.
• Strong leadership skills.
• Strong working knowledge of assigned insurance coverages and underwriting units.
• 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.
• Proficiency in Microsoft Office (Word, Excel, Outlook).

2+ years experience in an operations management position. Bachelor’s Degree preferred.

Base salary range: $82,400 – $111,240 per year. Total individual compensation will consider factors such as geographic location, scope & responsibilities, qualifications, and business needs. The position is incentive eligible.

Benefits include multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401(k) with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability;
Paid Parental Leave of up to 10 weeks;
Student Loan Assistance and Tuition Reimbursement;
Backup Child and Elder Care; and more.