Underwriting Operations Manager

People Leadership & Workforce Planning

Attract, select, retain, lead, and develop a team of Underwriting Assistants while building a strong pipeline into underwriting roles.

Establish clear performance expectations aligned with service and quality standards.

Provide performance coaching and technical mentorship to Underwriting Assistants through routine coaching and audit feedback.

Conduct performance evaluations and provide coaching focused on operational execution, workflow effectiveness, decision-making, documentation quality, and productivity while partnering with Underwriting leadership on technical underwriting development.

Partner with the Regional Underwriting Leader to develop clear pathways, including training, shadowing, and onboarding - for Underwriting Assistants, Underwriting Technicians and other operational functions - to progress into underwriting roles.

Develop workforce capacity plans based on volume trends and business needs.

Workflow & Production Management

Own underwriting operational performance end-to-end by driving consistent workflows, coaching staff on execution and documentation, and improving productivity and capacity utilization across the underwriting lifecycle.

Ensure service level agreements (SLAs) for new business, renewals, and endorsements are consistently met.

Monitor submission, renewal and endorsement volumes and manage workload distribution across the team, including collaboration with Enterprise Operations.

Identify and resolve workflow bottlenecks to improve throughput and responsiveness.

Maintain production dashboards and operational reporting to support underwriting leadership.

Establish feedback loops with Distribution and agency partners to identify service improvement opportunities and implement operational changes that enhance agent experience and turnaround times.

Process Optimization & Continuous Improvement

Standardize underwriting support processes and documentation practices.

Identify automation opportunities and partner with systems teams and Product to improve efficiency.

Implement workflow enhancements that reduce expense and improve turnaround times.

Drive consistency in file documentation and system usage.

Support change management initiatives impacting underwriting operations.

Compliance, Controls & Data Integrity

Ensure UA documentation in underwriting files meets audit standards.

Maintain adherence to regulatory requirements and internal governance standards.

Monitor quality control metrics and implement corrective action as needed.

Partner with Underwriting leadership to maintain audit readiness.

Cross-Functional Collaboration

Partner with Regional Underwriting Leader as a peer leader to align operational capacity, workflow execution, and service performance with portfolio and production priorities.

Coordinate with Underwriting, Sales, Enterprise Operations, Underwriting Technicians and Customer Service, Product, Claims, Finance, and IT to support underwriting workflow needs.

Serve as operational liaison for agency service concerns related to submission, renewal, and endorsement processing.

Track operational improvements resulting from agent feedback including turnaround time, documentation quality, and service performance.

Actively seek, analyze, and act on agent feedback (in partnership with Distribution and Underwriting leadership) to improve operational service delivery and responsiveness.