Insurance Operations Supervisor

Marsh McLennan•Broomfield, CO

16h•Hybrid

About The Position

Victor is seeking a talented individual to join their team as an Insurance Operations Supervisor. This hybrid role, based in Broomfield, CO or Bethesda, MD, requires working at least three days a week in the office. The position focuses on driving team productivity, ensuring compliance and service quality, managing escalations and complaints, and partnering with underwriters and stakeholders to deliver operational results. The Supervisor reports to the Operations Leader and is responsible for the day-to-day management of the team. The ideal candidate is a seasoned insurance operations professional with strong leadership, stakeholder engagement, customer service orientation, and process centralization and improvement experience.

Requirements

4+ years of experience in insurance operations or underwriting support
At least 2 years of people management or team lead experience with responsibilities in performance management and coaching
Proven ability to manage workflows, operational metrics, SLAs, and escalations within a service-oriented insurance environment
Strong stakeholder engagement skills with a track record of effective collaboration with underwriting teams
Solid knowledge of insurance transaction lifecycles, documentation standards, and regulatory/compliance requirements
Demonstrated expertise in identifying and implementing process improvements to enhance quality and efficiency
Excellent communication, organizational, and problem-solving skills

Nice To Haves

Experience supervising or coordinating underwriting administrative tasks preferred
Bachelor’s degree or equivalent experience preferred
Industry designations (e.g., AINS, CPCU) are a plus

Responsibilities

Lead and manage an operations team of Underwriting Assistants supporting multiple lines of business and programs, overseeing hiring, onboarding, training, role alignment, resource planning, and daily administrative supervision.
Execute daily workflow management by assigning tasks, balancing workloads, monitoring SLAs and service standards, and ensuring efficient completion of transactional and administrative duties.
Manage team performance through setting clear expectations, tracking productivity and quality metrics, conducting performance reviews, documenting issues, and collaborating with HR and leadership on development and disciplinary actions.
Handle escalations and complaints by investigating issues, coordinating timely resolutions, and implementing corrective actions to prevent recurrence.
Develop and maintain a structured cross-training program with documented procedures, skills matrix, and proficiency sign-offs to eliminate single points of failure and ensure operational continuity.
Collaborate effectively with offshore teams on process and product changes, serving as an integration resource across onshore and offshore processes.
Drive workflow and process improvements by identifying bottlenecks, standardizing processes, and partnering with underwriting to ensure seamless handoffs and enhanced service quality.
Support the Operations Leader in implementing a process audit program, coordinating audits, tracking findings, driving improvements, preparing regular reports on team capacity, productivity, quality, and risk, and collaborating on a mentorship program to foster development and knowledge sharing.