Manager of Operations and Efficiency

Berkley•Parsippany, NJ

29d•$90,000 - $160,000•Onsite

About The Position

Berkley Luxury Group is seeking a Manager of Operations and Efficiency to lead and optimize Berkley Luxury Group’s operations team in support of underwriting and claims. This role will be located in our Parsippany NJ headquarters. This role oversees day-to-day operational execution, manages team performance and development, and drives workflow improvement, service quality, scalability, and expense discipline across the policy and claims lifecycle while partnering with business and technology leaders to enhance operating effectiveness and automation.

Requirements

5 to 7 or more years of experience in insurance operations, underwriting support, claims operations, or a related function, including leadership responsibility
Demonstrated ability to lead, coach, and develop operational teams while managing performance, capacity, and workflow
Proven track record of improving operational efficiency, quality, and scalability through process redesign, automation, and optimization of workflows using BPO, technology, and AI-enabled solutions
Strong knowledge of underwriting and claims support processes, operational controls, and service delivery expectations
Experience developing and monitoring KPIs, service levels, productivity measures, and expense discipline
Ability to partner effectively across business and technology teams to drive workflow enhancements and operating improvements
Strong analytical, organizational, communication, and problem-solving skills
Experience with vendor management and outsourced service models preferred
Ability to operate effectively across all departments in the organization, manage multiple priorities, and travel as needed

Nice To Haves

Relevant insurance or operational excellence designation preferred

Responsibilities

Lead support functions, including claims assistants, underwriting technicians, and both offshore and onshore consultants
Oversee execution of the full underwriting operations lifecycle, including submission intake, clearance, rating new and renewal, policy issuance, endorsements, BORs, and loss control processing
Identify and implement uses of AI and automation to increase efficiency across underwriting and claims operations
Own end-to-end workflow efficiency from submission through the policy lifecycle and into claims support
Support the claims function through administration and processing activities, ensuring alignment between underwriting and claims workflows
Establish and manage operational KPIs, including turnaround times, accuracy, productivity, SLA adherence, and expense efficiency
Identify and implement process improvements to increase speed, consistency, and scalability across all operational teams
Explore and implement AI-enabled solutions to drive efficiency, scalability, and improved operational outcomes
Manage capacity planning and workload allocation across internal, onshore, and offshore resources
Own operational vendor performance and relationships for outsourced partners, including quality, cost, and service delivery
Ensure data quality, consistency, and integrity across all operational processes
Partner with IT and business leaders to prioritize system enhancements and drive automation of operational workflows
Build a scalable operating model that supports business growth without proportional increases in expense
Deliver a consistent, high-quality service experience to underwriting and claims teams and brokers
Manage, coach, and develop the team to drive strong performance and professional growth