Assistant Manager, Underwriting Services & Process and Production Improvement

Job Summary

The Assistant Manager, Underwriting Services manages a team of Technicians who support multiple divisions with respect to submission clearance, policy and endorsement processing, quality assurance, and facultative reinsurance data entry. In addition, the Assistant Manager will serve as a technical resource for all technicians within the department, assisting department management with the coordination of responsibilities and identify opportunities for process improvement.

Duties and Responsibilities

• Continuously exhibit and uphold Core Values of Integrity, Accountability, Communication and Teamwork, Innovation and Customer Service
• Lead, mentor, and manage a team of Underwriting Technicians to ensure high performance and productivity.
• Oversee daily operations, workload distribution, and adherence to service level agreements (SLAs).
• Foster a positive, collaborative team culture focused on accountability and professional growth.
• Conduct regular performance reviews, providing constructive feedback and development opportunities maintaining accurate records, reports, and dashboards to track team performance and process improvements
• Manage escalations and resolve issues related to policy servicing in a timely and effective manner
• Conform with, abide by, and enforce all internal and external regulations and policies
• Perform daily monitoring and reviews referral queues, submission clearance, and various reports and notices, ensuring productivity, accuracy, and timeliness
• Assist the VP and Manager in coordinating and communicating departmental priorities
• Conduct performance management duties including setting goals, tracking progress, delivering regular feedback, and completing the annual review process
• Participate in the interview and selection process
• Act as backup to the Manager and other Assistant Managers

• Identify inefficiencies in existing processes and implement innovative solutions to enhance accuracy, speed, and quality to positively impact operational goals
• Conduct root cause analysis (RCA) to address recurring issues and implement long-term solutions and monitor effectiveness of implemented changes through post-implementation reviews to ensure sustainable results
• Collaborate with stakeholders to map current workflows, identify bottlenecks, reengineer processes for optimal performance and standardize and document workflows
• Partner with Internal Audit to ensure all controls are maintained and properly implemented during process changes
• Facilitate process improvement workshops to engage the team in identifying and driving meaningful changes
• Utilize data analytics to monitor performance metrics and drive continuous improvement initiatives

• Partner with cross-functional teams to streamline interdepartmental workflows and reduce manual touchpoints.
• Develop project plans, track, progress and communicate updates to stakeholders

Knowledge, Skills and Abilities

• Proven experience and understanding of insurance processing, change management, policy servicing workflows and underwriting operations
• Strong ability to mentor, coach and develop team members, fostering a culture of accountability and professional development
• Knowledge of process improvement methodologies such as Lean, Six Sigma or Kaizen with the ability to document and analyze workflows and implement efficient solutions
• Proficiency in root cause analysis (RCA), conducting time studies, Cost Benefit Analysis (CBA) and process mapping to identify and implement efficiency improvements
• Skilled in interpretating data, creating performance dashboards, and using data-driven insights to drive decision-making and process optimization
• Exceptional analytical and critical thinking skills to identify issues, propose innovative solutions and implement sustainable improvements
• Excellent both written and verbal communication with the ability to influence stakeholders and effectively present ideas
• Proficiency in MS Office including Word, Excel, Outlook, SharePoint, OneNote

Experience & Education

• Bachelor's degree in Business, Management, Insurance or a related field strongly preferred

• 3+ Years in leadership, management or senior role within insurance industry required
• Lean Six Sigma Green Belt or higher or demonstrated equivalent experience with process improvement methodologies

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