Senior Manager, Commercial Servicing/Underwriting Team (P&C)

TruStage•Madison, WI

5h•Hybrid

About The Position

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. Join a team that has received numerous awards for being a top place to work. Job Purpose: This position is responsible for leading a P&C Commercial Service Team and ensuring that the team is meeting or exceeding its key servicing objectives, demonstrating core customer service competencies and supporting the group strategic objectives. This position is also responsible for developing and executing servicing and efficiency strategy and achieving the strategic objectives and financial goals. Manager – accomplishes department objectives by managing staff; planning and evaluating department activities. Recruits, selects, orientates and trains employee; accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling and disciplining employees; developing, coordinating and enforcing systems, policies, procedures and productivity standards. Provides guidance and direction to a team of individuals; has ability to performance manage including hire and fire.

Requirements

Bachelor's degree in Business, Insurance or equivalent work experience.
7+ years of relevant experience.
4-6 years prior experience directly and indirectly leading medium sized teams.
Demonstrated ability to effectively develop, manage and execute plans.
Demonstrated effective communication, interpersonal and demonstrated team-building and coaching skills, proven teamwork and collaboration.
Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions.
Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities.
Strong ability to communicate at all levels with clarity and precision, both written and verbal
Ability to adapt in a changing work environment.
Advanced technical/computer skills, including MS Word, Excel, PowerPoint, Share Point, etc.
Strong preference for 5+ years of Commercial P&C experience.

Nice To Haves

Applicable Underwriting professional designations are highly desirable.
Prior experience with project management methodology strongly preferred.

Responsibilities

Responsible for directing team members, including coaching and motivating.
Provide technical service and underwriting guidance to members of service team, including approving activities that are outside the authority of the service team.
Work closely with staff to provide coordinated support to customers and field staff.
Service policies up to a pre-determined amount if needed.
Provides overall leadership to teams and day-to-leadership to team leaders.
Coach team to be able to identify inquiries which are beyond scope of authority and take appropriate actions.
Inspires team leaders to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations.
Fosters a positive work environment.
Develops and maintains productive working relationship with fellow team leaders, setting a positive example for their working relationships with their teams.
Set goals and standards of performance for team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks.
Provide on-going dialogue to team about their performance.
Coaches and helps establish individual development and career plans.
Coordinates with Learning Consultant on career development opportunities.
Ensures Quality Assurance reviews are completed for team members and reviews results to ensure achievement of appropriate progress
Ensures team compliance with company processes, federal and/or state regulations as required
Monitors and evaluates Quality Assurance and metrics reports for each team and identifies trends and opportunities for improvement related to service levels and quality targets periodic performance indicators and communicate regularly to team leaders
Prepares employee performance appraisals and merit pay recommendations.
Investigates and resolves issues as required – whether customer issues, team issues or departmental issues.
Maintains in-depth knowledge of TruStage and products.
Participates in special projects as directed by leadership.
Identifies and approves recommendations for process changes to improve customer experience.
Provides guidance and direction regarding issues that require exceptions to the normal process procedures.
Coordinates with other departments (Claims, Product Administration, Product, and Sales) to ensure that performance targets are met and provide assistance as needed.
Informs team leaders and members of changes, potential changes and other pertinent information affecting the departmental areas.
Plans, coordinates and conducts meetings to discuss operational procedures.
Supports the dissemination of TruStage corporate-wide and Center-specific communications on-site.
Promotes and maintains a positive, professional image of TruStage.