Policy Services Manager

West Bend Insurance Company•WI-West Bend US-WI-Madison US-WI-Appleton, WI

1d•Hybrid

About The Position

Leads all Policy Services functions within Commercial Enterprise, directing associates through supervisors and team leaders to achieve service, quality, productivity, and operational performance objectives. Provides leadership for workforce planning, organizational effectiveness, process improvement, and technology advancement while ensuring team capacity and capabilities align with evolving business needs. Partners with senior leadership, Product Owners, Underwriting, and other stakeholders to improve the associate and agency partner experience and advance enterprise objectives. This position offers a hybrid work schedule. Candidates who are located within 50 miles of a West Bend office location will work a hybrid schedule for collaboration days, team meetings or other in-person events. The position can be based in West Bend, Madison or Appleton.

Requirements

7 years of experience in commercial insurance operations
3 years of leadership experience
Experience with workforce planning, organizational design, resource allocation, and operational performance management.
Demonstrated success leading process improvement, workflow redesign, technology implementation, or organizational change initiatives.
Ability to establish performance measures and use operational data to evaluate capacity, service, quality, and productivity.
Strong leadership, strategic thinking, decision-making, communication, and stakeholder management skills.
Ability to influence priorities and build alignment across senior leadership, operational, underwriting, product, and technology partners.

Nice To Haves

Knowledge of Commercial Lines insurance products, policy services processes, and agency operations preferred.
Bachelor’s degree in Business, Insurance or related field
Completion of Associate in Underwriting program
Completion of General Insurance designation

Responsibilities

Lead all Commercial Enterprise Policy Services functions through supervisors and team leaders, executing performance expectations and accountability for service, quality, productivity, and operational results.
Recruit, develop, coach, and retain leaders and associates while overseeing performance management, compensation, promotion, and other personnel decisions.
Design, implement, and continuously improve workflows, processes, procedures, and operating standards that support business objectives and enhance the associate, underwriting, and agency partner experience.
Partner with senior leadership, Product Owners, and business stakeholders to evaluate, prioritize, and support process improvements, technology advancements, system enhancements, and operational needs.
Develop and execute workforce plans that align staffing, organizational structure, roles, and team capabilities with current and future business demands.
Analyze workload, capacity, performance trends, and business needs to optimize resource allocation and organizational effectiveness.
Establish and monitor performance standards, service levels, and operational measures across Policy Services functions.
Lead the continued evolution of the Policy Services organization to remain responsive to enterprise priorities, changing market conditions, and customer needs.
Foster a culture of accountability, collaboration, continuous improvement, associate development, and operational excellence.
Build effective relationships across Commercial Enterprise to ensure Policy Services capabilities support underwriting and agency partner expectations.