Accident & Health Operations Manager

Position Overview

The Accident and Health Operations Manager is responsible for the onboarding, operational integration, and ongoing management of external program managers, administrators, intermediaries and fronting insurance companies (collectively, “MGUs”). This role ensures that MGUs are effectively integrated into company systems, processes, and compliance frameworks to support efficient policy issuance, regulatory adherence, and operational excellence.

MGU Onboarding Strategy & Implementation

• Own and continuously refine the MGU onboarding strategy, including standardized frameworks, operating models, and best practices for partner integration.
• Design scalable onboarding processes to support growth across multiple MGUs, programs, and distribution channels.
• Define onboarding timelines, milestones, and success criteria, ensuring consistency across all implementations.
• Led end-to-end onboarding of new MGU partners, including operational readiness, system integration, and process alignment.
• Cook up onboarding deliverables and dependencies across underwriting, legal, compliance, IT, and finance.
• Establish workflows for submission intake, policy issuance, reporting, and escalation handling.
• Ensure MGUs are trained on company processes, systems, and reporting expectations.

Policy Issuance & Operational Execution

• Oversee and facilitate policy issuance processes for all written business, including non-MGU business, ensuring timeliness, accuracy, and compliance.
• Coordinate setup and maintenance of products, policies, rating structures, and forms within policy administration systems.
• Ensure proper handling of endorsements, cancellations, and renewals in alignment with underwriting guidelines.
• Identify and resolve operational bottlenecks that impact service levels or customer experience.
• Monitor policy lifecycle metrics and service-level adherence.

Licensing & Regulatory Compliance

• Coordinate producer and entity licensing requirements, including across MGUs and jurisdictions.
• Ensure compliance with state Department of Insurance requirements for policy issuance and distribution.
• Partner with Legal and Compliance teams to support filings, approvals, and regulatory inquiries.
• Maintain documentation and audit trails supporting MGU authority and operational compliance.
• Support audits related to delegated authority, licensing, and operational processes.

MGU Relationship Management

• Serve as the primary operational point of contact for MGUs, managing day-to-day requests and issue resolution.
• Establish strong working relationships with MGU operational and underwriting teams.
• Triage and coordinate responses to MGU inquiries across internal departments.
• Facilitate regular operational reviews with MGUs to address performance, issues, and improvement opportunities.
• Support escalation management and resolution of complex operational issues.

Process Optimization & Controls

• Identify opportunities to streamline onboarding, policy issuance, and MGU servicing workflows.
• Develop and implement standardized operating procedures across MGUs.
• Establish operational controls to ensure adherence to delegated authority agreements.
• Drive automation and system enhancements to improve efficiency and accuracy.
• Monitor operational KPIs and recommend improvements based on performance trends.

Cross-Functional Partnership

• Partner with Underwriting, Actuarial, Finance, Compliance, and IT teams to ensure cohesive program execution.
• Support implementation of new products and program changes across MGUs.
• Cook up with Finance on premium flow, reporting, and reconciliation dependencies.
• Collaborate with technology teams on system integrations, data flows, and platform enhancements.
• Provide operational insights to leadership to support strategic decision-making.