AVP, Operations

Key Responsibilities

• Oversee operational workflows and resource allocation for Casualty and underwriter teams.
• Develop, implement, and maintain standard operating procedures (SOPs), ensuring adherence to regulatory and company standards.
• Monitor and analyze operational KPIs, loss ratios, submission throughput, quote turnaround times, clearance accuracy, and policy issuance efficiency.
• Partner with underwriters to identify and resolve process bottlenecks impacting service levels, profitability, or compliance.
• Drive system and process improvement projects (including automation and digital transformation), collaborating with IT and vendor partners.
• Establish and manage quality assurance practices across documentation, data capture, and transactional accuracy.
• Support the onboarding, training, and development of operational staff aligned with best practices and underwriting needs.
• Liaise with finance around premium processing, billing, and reconciliations to eliminate discrepancies and enhance reporting accuracy.
• Ensure all operations align with legal, regulatory, and internal audit requirements, implementing remediation plans when necessary.
• Foster a culture of continuous improvement, teamwork, and operational excellence.
• Provide timely, actionable reporting and analysis to underwriting leadership and executive management.

Soft Skills

• Excellent leadership and people management capabilities.
• Strong communication and interpersonal skills; able to collaborate and negotiate across stakeholder groups.
• Problem-solving orientation with the ability to anticipate issues and propose effective solutions.
• Change management and adaptability to fast-paced, dynamic environments.
• High degree of emotional intelligence and conflict resolution skills.
• Strategic thinking and ability to balance short-term needs with long-term goals.

Technical Skills

• Advanced proficiency in insurance core systems (policy administration, rating, document management).
• Strong Excel and data visualization skills; familiarity with BI/reporting tools (e.g., Tableau, Power BI).
• Familiarity with workflow/process automation and digital tools.
• Familiarity with regulatory requirements for Casualty and Specialty Lines (including claims and compliance systems).
• Understanding of operational risk frameworks and controls.
• Experience with project management platforms and methodologies (e.g., Agile, Lean Six Sigma preferred).

Analytical & Expertise Requirements

• 5+ years’ experience in insurance operations supporting underwriter profit centers, ideally within Casualty or Specialty Lines.
• Sound knowledge of P&C insurance products, underwriting processes, and service delivery requirements.
• Strong analytical abilities, including root-cause analysis, process mapping, and reporting.
• Demonstrated experience in operational process optimization and performance management.
• Ability to interpret and act on quantitative/qualitative data (e.g., workflow rates, error trends, service levels).

Performance Objectives

• Operational Efficiency: Achieve a minimum 10% year-over-year improvement in process cycle times (e.g., submissions to bind, policy issuance).
• Quality Assurance: Maintain an accuracy rate of >98% in policy documentation and transaction processing.
• Stakeholder Satisfaction: Realize at least a 15% increase in underwriter and customer satisfaction scores through enhanced support and communication.
• Financial Impact: Contribute to profit center goals by reducing operational costs by 8% via automation and process improvements.
• Compliance: Achieve full compliance with all audit and regulatory requirements, with corrective actions completed within agreed deadlines.
• Staff Development: Ensure all direct reports complete role-specific training and deliver at least one process improvement initiative per year.