Policy Services Manager

About the role

Recognized as a Milwaukee Journal Sentinel Top Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We’re committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

Leads all Policy Services functions within Commercial Enterprise, directing associates through supervisors and team leaders to achieve service, quality, productivity, and operational performance objectives. Provides leadership for workforce planning, organizational effectiveness, process improvement, and technology advancement while ensuring team capacity and capabilities align with evolving business needs. Partners with senior leadership, Product Owners, Underwriting, and other stakeholders to improve the associate and agency partner experience and advance enterprise objectives.

Responsibilities

• Lead all Commercial Enterprise Policy Services functions through supervisors and team leaders, executing performance expectations and accountability for service, quality, productivity, and operational results.
• Recruit, develop, coach, and retain leaders and associates while overseeing performance management, compensation, promotion, and other personnel decisions.
• Design, implement, and continuously improve workflows, processes, procedures, and operating standards that support business objectives and enhance the associate, underwriting, and agency partner experience.
• Partner with senior leadership, Product Owners, and business stakeholders to evaluate, prioritize, and support process improvements, technology advancements, system enhancements, and operational needs.
• Develop and execute workforce plans that align staffing, organizational structure, roles, and team capabilities with current and future business demands.
• Analyze workload, capacity, performance trends, and business needs to optimize resource allocation and organizational effectiveness.
• Establish and monitor performance standards, service levels, and operational measures across Policy Services functions.
• Lead the continued evolution of the Policy Services organization to remain responsive to enterprise priorities, changing market conditions, and customer needs.
• Foster a culture of accountability, collaboration, continuous improvement, associate development, and operational excellence.
• Build effective relationships across Commercial Enterprise to ensure Policy Services capabilities support underwriting and agency partner expectations.

Skills

• 7 years of experience in commercial insurance operations
• 3 years of leadership experience
• Experience with workforce planning, organizational design, resource allocation, and operational performance management
• Demonstrated success leading process improvement, workflow redesign, technology implementation, or organizational change initiatives
• Ability to establish performance measures and use operational data to evaluate capacity, service, quality, and productivity
• Strong leadership, strategic thinking, decision-making, communication, and stakeholder management skills
• Ability to influence priorities and build alignment across senior leadership, operational, underwriting, product, and technology partners
• Knowledge of Commercial Lines insurance products, policy services processes, and agency operations preferred

Qualifications

• Bachelor’s degree in Business, Insurance or related field
• Completion of Associate in Underwriting program
• Completion of General Insurance designation

Pay

The estimated salary range for this position is $86,470-$108,087. The actual base pay offered to the successful candidate