Director, Commercial Lines Operations ( Boston or Webster, Hybrid) 1

MAPFRE•Webster, MA

11d•$121,000 - $170,000•Hybrid

About The Position

Mapfre is seeking a transformational operations leader to modernize and scale our Commercial Lines business. As Director, Commercial Lines Operations, you will lead underwriting operations, service delivery, workflow optimization, and operational performance initiatives that support profitable growth and an exceptional agent and customer experience. Partnering closely with leaders across Underwriting, Distribution, Product, Technology, and vendor/offshore operations, you'll drive process improvement, operational efficiency, automation, and the development of a scalable operating model. This highly visible leadership role offers the opportunity to build high-performing teams, enhance operational excellence, and influence the future of Commercial Lines at Mapfre.

Requirements

Bachelor's degree required; MBA or other advanced degree preferred.
10+ years of Property & Casualty insurance experience, including 5+ years in Commercial Lines operations, underwriting operations, transformation, operational excellence, or related leadership roles.
Proven experience leading large-scale operational teams, including vendor and offshore partnerships.
Demonstrated success designing and implementing workflow models, operating procedures, process maps, performance metrics, and operational dashboards.
Deep understanding of Commercial Lines workflows, including submission intake, triage, rating, underwriting support, and policy servicing.
Expertise in workflow technologies, operational reporting, process improvement methodologies, and operational best practices.
Experience with policy administration platforms and modernization initiatives, including Guidewire, workflow engines, rating tools, and submission intake automation.
Strong leadership, change management, and stakeholder partnership skills with the ability to influence across multiple business functions.

Responsibilities

Lead the transformation of Commercial Lines operations, including underwriting support, service operations, workflow redesign, and performance management.
Oversee and continuously optimize the Commercial Lines service model to align business objectives with frontline execution.
Drive a culture of continuous improvement through process enhancements, operational rigor, and measurable performance outcomes.
Ensure operational accountability across assurance providers while supporting pilots, testing initiatives, and business innovation efforts.
Establish and lead a centralized Underwriting Assistant (UA) model supporting Small Commercial and Complex underwriting teams.
Develop standardized operating procedures, RACI frameworks, process maps, and knowledge resources that drive consistency and efficiency.
Implement workflow management tools, queue solutions, and productivity dashboards to improve visibility, service levels, and workload management.
Improve quote, renewal, endorsement, and policy service cycle times while maintaining quality and underwriting integrity.
Develop and monitor KPIs, operational reporting, and management routines that support capacity planning, performance management, and workload distribution.
Partner with Technology to advance modernization initiatives, including Guidewire enhancements, workflow automation, submission intake automation, and rating tools.
Identify and implement opportunities to streamline operations through technology, automation, and process optimization.
Support long-term business scalability through continuous operational improvement and innovation.
Lead and develop Underwriting Assistants, service teams, team leaders, and vendor/offshore partners, including EXL.
Establish performance expectations, accountability measures, and talent development strategies that support operational excellence.
Create training, cross-training, and career development programs that strengthen organizational capability and reduce key-person dependencies.
Foster a culture of accountability, collaboration, transparency, and continuous improvement.
Partner with Underwriting leadership to remove operational barriers, improve referral processes, and enhance underwriting effectiveness.
Collaborate with Distribution and Underwriting to align service delivery with agent segmentation, business priorities, and growth strategies.
Drive measurable improvements in agent and customer experience across the policy lifecycle while supporting underwriting discipline and profitable growth.