Operations Team Lead

$83,000 - $111,000/Yr

Arch Capital Group Ltd. - Kansas City, MO

posted 2 months ago

Full-time - Mid Level
Kansas City, MO
Insurance Carriers and Related Activities

About the position

The Underwriting Service Operations Team Lead (TL) is responsible for overseeing assigned work groups that perform underwriting support functions. This role involves managing performance to Service Level standards, driving continuous improvement, and ensuring compliance with regulatory standards. The TL will spend half of their time handling accounts and the other half in a supervisory capacity, focusing on operational efficiency and customer experience.

Responsibilities

  • Manage Underwriting Service Operations team that support assigned underwriting product lines with focus on meeting production levels, service level agreements, and other performance metrics
  • Maintain constant communication with management, staff, and business units to ensure Voice of the Customer is heard
  • Effectively perform Underwriting Service tasks on more complicated assigned accounts while meeting all service standards and expectations
  • Ensure operational activities within team remain on time and within agreed upon workflows
  • Contribute to the efficiency of existing organizational processes and procedures to enhance and sustain the team's expertise and internal capacity
  • Work to continuously improve the efficiency of daily processes in support of utilizing LEAN management systems
  • Manage timely data collection build operational metrics that achieve productivity targets, reduce cost per task, eliminate errors, and deliver excellent customer service
  • Provide training and guidance to team members in support of talent development to drive deep knowledge and opportunities for career pathing
  • Effectively leverage labor arbitrage to drive scalability
  • Partner with cross-functional support teams to help meet service levels
  • Assist in resolving IT related issues impacting workflow and production when possible
  • Accountable for identifying, escalating, and responding to any Compliance related issues

Requirements

  • Excellent ability to identify process efficiencies and gaps in process
  • Strong leadership skills
  • Strong working knowledge of assigned insurance coverages and underwriting units
  • Customer-focused
  • Strong continual improvement mindset and ability to utilize LEAN management systems
  • Self-directed showing personal accountability and sense of urgency
  • Strong communication and organizational skills
  • Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)

Nice-to-haves

  • Bachelor's Degree preferred and/or Industry designation
  • 2+ years experience in an operations management position
  • 5-7 years insurance industry experience

Benefits

  • Incentive eligible compensation
  • Opportunities for career pathing
  • Training and development support
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