Underwriting Operations Manager

Job Description

This key leadership role is responsible for driving the operational performance of the underwriting organization, with direct accountability for leading the Underwriting Assistant team and optimizing workflow efficiency, service delivery, and overall productivity. The Operations Manager ensures effective workflow management across the full underwriting lifecycle, supported by disciplined capacity planning and consistent achievement of service metrics, while partnering closely with Underwriting leadership to align execution with portfolio strategies and performance objectives.

The Operations Manager drives continuous improvement and productivity by leveraging technology, streamlining processes, and embedding a strong focus on quality and consistency. A key priority is strengthening underwriting capabilities through skill development, coaching, and structured knowledge sharing. The role establishes clear feedback mechanisms and fosters strong cross‑functional collaboration with Underwriting, Sales, Product, and other partners to ensure alignment, responsiveness, and effective execution of departmental priorities.

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 Regional Underwriting Leader 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 Regional Underwriting Leader as a peer leader to align operational capacity, workflow execution, and service performance with portfolio and production…