Insurance Operations Supervisor

Marsh McLennan•Broomfield, CO

1d•Hybrid

About The Position

We are seeking a talented individual to join our team at Victor. This role will be based in Broomfield, CO or Bethesda, MD. This is a hybrid role that has a requirement of working at least three days a week in the office. This role 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. Ideal candidate is a seasoned insurance operations professional with strong leadership, stakeholder engagement, customer service orientation, process centralization and improvement experience. Victor offers a connected culture of talented, inspired individuals, and a work environment where colleagues can grow and succeed. At Victor, your voice is heard, your skills are sharpened and your ambitions nurtured. We value diversity in thought and background and are looking for individuals who are up for the challenge of creating the insurance enterprise of the future. Victor Insurance Managers LLC ("Victor") is one of the world’s largest managing general underwriters with locations in the US, Canada, UK, Netherlands, Germany, Italy, and Australia. It handles more than $4 billion USD in premium on behalf of numerous insurance carriers, through a large network of more than 20,000 active insurance agents and brokers. With deep, specialized underwriting expertise, the company delivers a wide range of insurance solutions – from specialty property and casualty and professional liability insurance to group and retiree benefits. Victor is committed to building on 65-plus years of experience to develop products and services that address the complex needs of its customers. Victor US is the flagship business of Victor, operating under the legal name, Victor Insurance Managers LLC. It is a leading managing general agent in the US with a rich history in specialty insurance and offering a unique range of products and programs distributed through independent brokers and agents. The company is committed to making insurance easier for brokers, agents and their clients through specialized underwriting expertise, personalized customer service and a responsive, technology-oriented business approach. Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

Requirements

4+ years of experience in insurance operations or underwriting support, including 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, complemented by 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.