Underwriting Operations Manager

Job Summary

The Underwriting Operations Manager provides strategic and operational leadership for underwriting support functions, focusing on processing, technical support, and customer service. This role is responsible for aligning day-to-day operations with business priorities, driving continuous improvement, and ensuring the consistent delivery of high-quality service in support of underwriting objectives. The Manager oversees departmental policies, processes, and tools to enhance operational efficiency and team effectiveness. This role collaborates closely with Underwriting, Sales, IT, and vendor partners to support the development and integration of solutions that improve workflows and service outcomes.

Job Responsibilities

• Directs the underwriting support operations, including decision enablement, for underwriting decisions, processing and customer service, ensuring alignment with departmental objectives and business goals.
• Provides strategic operational oversight, driving team performance and leading the design and implementation of scalable, data-informed processes that enable continuous improvement and operational excellence. Shapes and executes long-term plans that define and advance the vision, mission and goals of the Underwriting Operations function.
• Develops and governs policies and procedures to ensure delivery of high impact results in productivity, quality and compliance service standards across supported teams
• Leverages analytics and operational reporting to monitor performance, identify emerging trends, and proactively address deviations from expected outcomes.
• Partners with Underwriting, IT, and vendor leaders to identify, design, and prioritize integrated and scalable underwriting solutions that meet business needs. Leads the integration of business processes and tools to ensure consistency, alignment with technology needs, and advancement of department-level capabilities.
• Owns the talent strategy for area of responsibility, driving succession planning, performance optimization and employee engagement. Aligns resources with functional priorities and removes barriers to team progress.
• Oversees a breadth of complex operations including underwriting processing and technical support centers that serve a range of internal and external partners.
• Collaborates with the senior leadership to optimize underwriting operational roles, refine end-to-end process and elevate service levels to enhance agent and customer experience. May lead the Service Center managing business development initiatives and maintaining strong agency relationships to support retention and service excellence.
• Champions the creation and implementation of best practices, communication strategies, and training
• Collaborates with other key leaders to identify trends, enhance the customer and agent experience by segment, and deploy targeted technology solutions. Ensures alignment with product and underwriting teams on profitability initiatives.
• Builds and sustains strong relationships across internal teams and external partners to deliver high-quality service, operational alignment, and business value.

Job Qualifications

• 7+ years of experience in underwriting operations or applicable insurance industry experience.
• Bachelor's degree in Finance, Accounting, Business Administration or related field and/or commensurate experience.

Behavioral Competencies

• Directs work
• Collaborates
• Develops talent
• Customer focus
• Communicates effectively
• Ensures accountability
• Decision quality
• Business insight
• Nimble learning
• Builds effective teams
• Manages complexity
• Certified Risk Manager (CRM)

Technical Skills

• Data Analysis and Reporting
• Information Systems
• Underwriting Operations
• Underwriting Strategy
• Property and Casualty Insurance
• Customer Relationship Management
• Knowledge Of Underwriting Systems and Tools
• Budgeting & Forecasting
• Risk Management
• Insurance Industry Knowledge

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.