Service Delivery Manager - Underwriting

MSIG USA•Warren Township, NJ

21h•Hybrid

About The Position

The Service Delivery Manager supports the execution and performance of the commercial insurance policy administration lifecycle across admitted and non-admitted business. Reporting to the Head of Policy Administration, this role is accountable for day-to-day operational delivery across two assigned Lines of Business, ensuring timely, accurate, and compliant policy administration from submission intake through issuance, financial booking (including reinsurance), billing, collections, and ongoing servicing. The Manager leads onshore teams handling complex, judgment-based activities and oversee offshore and BPO delivery for standardized work, ensuring service quality, risk controls, and performance targets are consistently met. The role also oversees the design, implementation, and operational performance of automated and agentic solutions, ensuring automation delivers intended outcomes, is embedded into BAU operations, and is actively monitored and troubleshot to address defects, exceptions, or performance degradation.

Requirements

8-10+ years of experience in commercial insurance operations.

Responsibilities

Execute and manage policy administration activities across submission intake, underwriting preparation, quoting support, binding, issuance, endorsements, renewals, and cancellations for assigned Lines of Business.
Ensure accuracy, completeness, and timeliness across policy administration, billing, general ledger, and reinsurance booking activities.
Identify execution issues, capacity constraints, and risks; escalate with clear analysis and practical recommendations.
Lead onshore teams responsible for complex, judgment-based policy administration activities, ensuring quality deliverables and adherence to controls.
Oversee offshore and BPO teams executing standardized processing, ensuring compliance with defined SLAs, KPIs, and service standards.
Monitor throughput, quality, and productivity metrics; take corrective action where performance falls below targets.
Ensure effective workload allocation and handoffs across onshore, offshore, and automated workflows.
Execute oversight of delegated authority operations, including bordereaux processing, quality review, and issue tracking.
Ensure delegated and outsourced activities comply with established governance frameworks, service standards, and regulatory requirements.
Partner with senior leaders on remediation plans for performance, quality, or control issues.
Execute process improvements and digitization initiatives aligned to the policy administration target-state roadmap.
Oversee the design, implementation, and ongoing performance of automated and agentic solutions, ensuring they deliver defined outcomes related to quality, cycle time, cost efficiency, and risk reduction.
Actively monitor automation performance, exception handling, and embedded controls; troubleshoot issues and coordinate remediation with Technology and Operations partners.
Ensure automated solutions are properly documented, auditable, and fully embedded into BAU workflows with clear ownership.
Identify automation opportunities based on operational pain points and data insights, bringing forward practical recommendations for prioritization.
Ensure day-to-day adherence to operational controls, regulatory requirements, and internal policies.
Support audits, regulatory reviews, and issue remediation activities, ensuring timely responses and closure.
Proactively identify and escalate emerging risks and control gaps with root-cause analysis and mitigation options.
Directly lead and develop team members through regular check-ins, coaching, performance reviews, and workload management.
Establish clear accountability, role clarity, and execution discipline across teams.
Foster a culture of ownership, continuous improvement, and solution-oriented problem solving.
Support talent development and succession planning within the broader Policy Administration organization.