Senior Manager – Underwriting Business Services

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The Senior Manager, Underwriting Business Services leads the functions that strengthen underwriting quality, consistency, technical capability, and service delivery across the underwriting organization. This role provides strategic leadership and direction for multiple CE teams, including Underwriting Quality Assurance, Policy Services, Premium Audit and Staff Underwriting. The Senior Manager is accountable for driving operational excellence, technical expertise, innovation, associate development, and business performance across functional support and service teams.

In partnership with underwriting leaders and cross-functional stakeholders, this role establishes standards, improves processes, manages risk, identifies trends, and ensures underwriting teams have the technical guidance and operational support needed to achieve business objectives.

This position offers a hybrid work schedule. Candidates who are located within 50 miles of a West Bend office location will work a hybrid schedule for collaboration days, team meetings or other in-person events. The position can be based in West Bend, Wisconsin.

• Provide leadership and strategic direction by aligning priorities, resources, and performance expectations with underwriting and organizational objectives.
• Lead, coach, and develop managers and senior technical professionals, strengthening leadership capability, technical expertise, accountability, and collaboration. Translate underwriting priorities into annual plans and measurable outcomes for quality, service, productivity, technical consistency, and risk management.
• Oversee underwriting quality assurance programs, including audits, trend analysis, corrective actions, and reporting to improve underwriting performance and outcomes. Ensure underwriting practices, filed programs, policies, and procedures are maintained and monitored in accordance with regulatory requirements, company standards, and business objectives.
• Oversee Policy Services operations, including service levels, quality, productivity, workflows, training, and resource allocation. Guide the development, interpretation, and consistent application of underwriting standards, methodologies, manuals, and technical guidance across products, territories, and lines of business.
• Partner with underwriting leaders to identify capability needs and deliver technical coaching, training, and knowledge-sharing that strengthen underwriting judgment and performance.
• Use data, audit results, and performance metrics to identify trends, determine root causes, implement solutions, and measure results.
• Collaborate cross functionally with other divisions on product, process, compliance, and technology initiatives.
• Provide functional leadership for system implementations and enhancements, including business requirements, testing, readiness, adoption, and post-implementation evaluation within areas of responsibility.
• Resolve complex cross-functional issues and remove barriers affecting underwriting quality, consistency, service delivery, or associate effectiveness.
• Establish and manage budgets and resource plans for assigned functions, making adjustments within established parameters to achieve expected outcomes.
• Promote a culture of continuous improvement, sound underwriting judgment, accountability, and partnership across the underwriting organization.

• 8+ years of progressively responsible experience in commercial insurance, underwriting, underwriting quality, policy services, or a related field.
• 5+ years of leadership experience, including experience leading managers, multiple teams, or senior technical professionals.
• Broad knowledge of commercial underwriting practices, policy…