Head of Agency Services

AmTrust Financial Services, Inc.•Southington, CT

About The Position

The Head of Agency Services is responsible for managing AmTrust’s agency lifecycle operations, including agency onboarding, appointment, due diligence, compliance, and ongoing servicing. This role ensures that all agency partners meet regulatory, financial, and operational requirements while enabling a seamless, scalable, and efficient experience across the distribution network. The role will oversee day-to-day operational performance, support risk and compliance efforts, and partner across teams to improve processes and enhance the ease of doing business with AmTrust.

Requirements

8+ years of experience in property & casualty insurance, preferably within agency operations, distribution support, compliance, or underwriting operations
Proven experience managing agency onboarding, appointment, licensing, or producer management processes
Demonstrated success overseeing operational teams and improving service delivery in a regulated environment
Experience working with agency distribution models, including independent agents and brokers
Strong understanding of due diligence, risk assessment, and governance frameworks
Proven ability to work cross-functionally with senior stakeholders
Strong organizational and execution skills with the ability to manage multiple priorities
Effective cross-functional collaborator with the ability to work across Distribution, Compliance, Legal, Finance, and IT
Solid analytical and problem-solving capabilities, with attention to detail
Strong communication skills, with the ability to provide clear updates and recommendations to leadership

Nice To Haves

Familiarity with producer licensing platforms (e.g., NIPR, Sircon) preferred

Responsibilities

Establish standardized onboarding procedures to ensure speed, consistency, and compliance
Oversee the end-to-end agency appointment process, including contracting, licensing verification, and system setup for all agents that work with our Small Commercial, Specialty Program, E&S, AIID/URU, Surety, Cyber, AmTrust Exec and Specialty Risk Divisions.
Partner with Distribution and Sales to support timely onboarding of new agency partners
Review and provide recommendations or resolution for onboarding agents that may not meet AmTrust standards.
Manage agency due diligence processes including financial reviews, background checks, compliance validation, and regulatory adherence
Partner with Legal, Compliance, and Risk to mitigate exposure and ensure adherence to all requirements
Ensure compliance with state regulations, company standards, internal underwriting guidelines, and corporate risk policies
Establish and maintain policies, controls, and documentation standards for agency management processes
Review and approve all E&O policies and sub-producer agreements for Program, AIID and select Specialty Risk divisions.
Oversee periodic reviews and re-certification of appointed agencies
Manage ongoing agency servicing operations including credentialing, maintenance of records, and contract updates
Ensure accuracy and integrity of agency data across systems
Oversee commission setup, hierarchy management, and appointment changes
Drive operational efficiency across agency support functions
Lead digital transformation initiatives, including automation and workflow tools to reduce manual touchpoints
Develop and enhance reporting capabilities to provide visibility into onboarding timelines, risks, and operational metrics
Support sales leadership with insights into onboarding pipeline and agency readiness
Work closely with Distribution, Underwriting, Finance, Compliance, and IT team.
Ensure alignment between agency operations and broader organizational goals
Establish clear performance metrics and development pathways