Director, Underwriting & Customer Service Operations - P&C

Team Focus Insurance Group•Austin, TX

1d•Remote

About The Position

FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations. When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates. Job Summary: Leads, manages, and oversees underwriting and service operations delivering outsourced insurance solutions on behalf of multiple carrier partners across commercial and personal lines of business. Provides strategic and operational leadership to underwriting and call center teams with a strong focus on underwriting excellence, profitability, and execution accuracy. Responsible for managing carrier relationships, operational performance, and financial outcomes, including accountability for P&L performance, underwriting quality, and achievement of contractual service standards. Ensures consistent, data-driven decision-making aligned with carrier underwriting guidelines, risk appetite, and company objectives while fostering a high-performance, results-oriented culture. This role is fully remote.

Requirements

Bachelor’s degree preferred.
Ten (10) plus year of experience leading an insurance service operations supporting multiple lines or carriers; or equivalent combination of education and experience.
Current and active 2-20, 4-40 licenses or the ability to obtain such within time frame established by the company.

Nice To Haves

CPCU, AU, CIC and/or CPIA designations preferred.

Responsibilities

Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
Develops and maintains positive, professional and constructive relationships with carrier partners.
Leads the underwriting and servicing team members in the execution of our business strategy by developing workflows, processes and procedures that align with client and business goals.
Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 Annual performance evaluations, in a timely manner.
Carries out a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development
Receives and resolves escalated problems as needed for underwriting and service operations.
Works with senior leadership and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
Partners with Human Resources to hire, train and develop a high-performance service center team.
Assists the senior management team with the implementation of new program management companies and internal functions.
Directly supervises more than two (2) employees in the Call Center and underwriting operations.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
Directs and profitably manages underwriting and call center operations, ensuring alignment with carrier underwriting standards, service-level agreements, and organizational financial objectives.
Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
Partners with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.