Underwriting Operations Manager

Job Description

As the Operations Manager, Underwriting you will be responsible for the operational performance of the underwriting function, with two primary areas of accountability: (1) leadership and development of the Underwriting Assistant (UA) team, and (2) management and optimization of workflow, service delivery, and operational productivity across the underwriting operation.

Field Underwriting

• Employees who live within 30 miles of the TMG home office are expected to follow a hybrid or in‑office schedule. The initial training period may require additional in‑office days.

• Attract, select, retain, lead, and develop a team of Underwriting Assistants while building a strong pipeline into underwriting roles.
• Establish clear performance expectations aligned with service and quality standards.
• Provide performance coaching and technical mentorship to Underwriting Assistants through routine coaching and audit feedback.
• Conduct performance evaluations and provide coaching focused on operational execution, workflow effectiveness, decision‑making, documentation quality, and productivity while partnering with Underwriting leadership on technical underwriting development.
• Partner with the Underwriting Manager to develop clear pathways, including training, shadowing, and onboarding - for Underwriting Assistants, Underwriting Technicians and other operational functions - to progress into underwriting roles.
• Develop workforce capacity plans based on volume trends and business needs.

• Own underwriting operational performance end‑to‑end by driving consistent workflows, coaching staff on execution and documentation, and improving productivity and capacity utilization across the underwriting lifecycle.
• Ensure service level agreements (SLAs) for new business, renewals, and endorsements are consistently met.
• Monitor submission, renewal and endorsement volumes and manage workload distribution across the team, including collaboration with Enterprise Operations.
• Identify and resolve workflow bottlenecks to improve throughput and responsiveness.
• Maintain production dashboards and operational reporting to support underwriting leadership.
• Establish feedback loops with Distribution and agency partners to identify service improvement opportunities and implement operational changes that enhance agent experience and turnaround times.

• Standardize underwriting support processes and documentation practices.
• Identify automation opportunities and partner with systems teams and Product to improve efficiency.
• Implement workflow enhancements that reduce expense and improve turnaround times.
  
  Drive consistency in file documentation and system usage.
• Support change management initiatives impacting underwriting operations.

• Ensure UA documentation in underwriting files meets audit standards.
• Maintain adherence to regulatory requirements and internal governance standards.
• Monitor quality control metrics and implement corrective action as needed.
• Partner with Underwriting leadership to maintain audit readiness.

• Partner with Underwriting Managers as a peer leader to align operational capacity, workflow execution, and service performance with portfolio and production priorities.
• Coordinate with Underwriting, Sales, Enterprise Operations, Underwriting Technicians and Customer Service, Product, Claims, Finance, and IT to support underwriting workflow needs.
• Serve as operational liaison for agency service concerns related to submission, renewal, and endorsement processing. Track operational improvements resulting from agent feedback including turnaround time, documentation quality, and service performance.
• Actively seek, analyze, and act on agent feedback (in partnership with Distribution and Underwriting leadership) to improve operational service delivery and responsiveness.

• Bachelor’s degree in Business Administration, Insurance, Operations Management, Finance, or related field preferred.
• 7+ years of experience in insurance…