Business Insurance Manager

About the role

You'll help build a new Small Business Insurance segment from the ground up—launching, scaling, and optimizing an insurance service for a large and growing business-owner customer base. You'll join a high-impact Insurance and Operations team and partner closely with Business Banking to deliver a digital, data- and artificial intelligence-enabled model with strong human support. You'll use your insurance servicing expertise and process-improvement leadership to shape the end-to-end client experience from go-to-market through continuous refinement. If you thrive in ambiguous, “build-it” environments and enjoy turning strategy into executable operating models, this role is for you.

Responsibilities

• Create the servicing and operations blueprint to support launch, scale, and ongoing optimization of the Small Business Insurance segment across multiple product lines (for example: general liability, professional liability, business owners policies, commercial auto, cyber, and workers' compensation).
• Define end-to-end servicing readiness, including inquiry handling, workflows, roles and responsibilities, transfer logic, escalation paths, and enablement content for frontline and operations teams.
• Provide an operations perspective across initiatives to identify issues early, eliminate avoidable demand, and design scalable solutions that improve efficiency and the client experience.
• Identify and size opportunities for process improvement, including business case development where needed.
• Partner with Business Banking and other internal teams to align on operating model decisions, dependencies, and launch timelines.
• Establish and manage a regular operating cadence for updates, risks, issues, decisions, and executive-ready communications.
• Represent Service and Operations leadership in cross-functional forums by bringing options, recommendations, and decision-ready tradeoffs.
• Build strong, collaborative relationships and operate as a trusted, consultative partner across functions and seniority levels.
• Leverage an understanding of artificial intelligence and machine learning concepts to help inform tooling, process design, and performance optimization.

Requirements

• Demonstrated experience in insurance servicing operations, servicing journey design, or operating model build-out (commercial lines experience strongly relevant).
• Proven ability to lead complex, cross-functional initiatives and drive work to completion without direct reporting authority.
• Strong process improvement and problem-solving skills, including ability to identify root causes and design scalable solutions.
• Experience defining workflows, handoffs, roles and responsibilities, escalation paths, and enablement content for customer-facing teams.
• Strong written and verbal communication skills, including ability to produce clear executive-level updates and materials.
• Strong stakeholder management skills with the ability to influence and align partners across product, operations, and business teams.
• Ability to prioritize across competing demands and make sound recommendations using judgment and available data.
• Working knowledge of artificial intelligence and machine learning concepts and how they can be applied to operations and servicing.

Preferred Qualifications

• Bachelor's degree.
• Experience supporting commercial insurance in an agency environment.
• Experience launching new products or building a new servicing capability (“start-up within an enterprise”).
• Experience creating business cases and sizing operational opportunities (impact, effort, tradeoffs).
• Demonstrated ability to design solutions that balance partner needs and drive aligned outcomes.
• Experience improving client experience outcomes (for example: reducing transfers, improving first-contact resolution, eliminating repeat inquiries).
• Experience partnering closely with frontline and service organizations to implement operating model changes.

Benefits

• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

Additional details about total compensation and benefits will be provided during the hiring process.