Team Lead, Excess & Surplus (E&S) & Crisis Management OPS

Swiss Re•Windsor, CT

6d•$76,000 - $114,000•Hybrid

About The Position

As Team Lead for E&S and Crisis Management Operations, you will be at the heart of operational excellence — driving service delivery, quality, and compliance while partnering closely with Underwriting leadership to fuel profitable growth and deliver exceptional client and broker experiences. This is a leadership role with real influence: you will develop talent, optimize processes, champion technology adoption, and help shape the future operating model for a dynamic and growing portfolio. If you are energized by leading teams through change and building something better, this role is for you.

Requirements

5+ years of insurance operations, underwriting support, or commercial insurance experience.
Strong understanding of policy administration processes, compliance requirements, and service operations.
Demonstrated experience leading change and process improvement initiatives.
Excellent communication, stakeholder management, and coaching skills.
Bachelor's degree or equivalent professional experience

Nice To Haves

Prior people leadership experience preferred.
Knowledge of E&S, Crisis Management, Commercial Property, Casualty, or Specialty operations preferred.

Responsibilities

Lead, coach, and develop a team of Underwriting Assistants and Operations professionals, fostering a culture of accountability, collaboration, and continuous improvement.
Drive performance management, development planning, succession planning, and cross-training activities to build a resilient and engaged team.
Balance workloads and staffing strategies proactively to meet evolving business needs.
Serve as the primary escalation point for operational issues and capacity concerns, ensuring swift and effective resolution.
Ensure timely and accurate execution of policy lifecycle activities including binders, endorsements, renewals, cancellations, invoicing, and policy issuance.
Monitor and report on service levels, productivity, quality, and operational KPIs to drive accountability and transparency.
Identify and implement process improvements that enhance efficiency, strengthen controls, and elevate the customer experience.
Drive standardization and consistency across workflows, SOPs, and operational practices across the portfolio.
Support audit readiness and regulatory compliance requirements with rigor and attention to detail.
Partner closely with E&S and Crisis Management Underwriters to support portfolio growth and service delivery objectives.
Participate in business planning, operational strategy discussions, and change initiatives as a trusted operational voice.
Maintain strong cross-functional relationships with brokers, underwriting teams, claims, finance, legal, compliance, and other key stakeholders.
Ensure operational support models evolve in step with changing business demands and market dynamics.
Own operational controls, documentation quality, audit evidence, and issue remediation across the portfolio.
Ensure adherence to company policies, regulatory requirements, and underwriting authority guidelines at all times.
Proactively escalate risks and develop mitigation plans before service impacts occur.
Maintain data integrity and documentation standards to uphold regulatory compliance across the portfolio.
Support technology implementation, automation initiatives, and process redesign efforts that modernize operations.
Champion AI adoption and workflow improvement, driving operational modernization with curiosity and confidence.
Lead readiness activities including training, SOP governance, and change management to ensure smooth transitions.
Contribute to future-state operating model development and capacity optimization initiatives that position the team for long-term success.