Underwriting Service Manager

Overview

Underwriting Service Manager 

About us:

Good things are happening at Berkshire Hathaway GUARD Insurance Companies. We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers. Our companies are all rated A “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be a leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values:  accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path!

Benefits:

We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You’ll be surprised by all we have to offer!

• Competitive compensation
• Healthcare benefits package that begins on first day of employment
• 401K retirement plan with company match
• Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
• Up to 6 weeks of parental and bonding leave
• Hybrid work schedule (3 days in the office, 2 days from home)
• Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
• Tuition reimbursement after 6 months of employment
• Numerous opportunities for continued training and career advancement
• And much more!

Responsibilities

We are currently seeking a manager to oversee operational teams that support Underwriting. The Underwriting Service Manager will work closely with their teams, peers, and senior management to achieve KPI’s that optimize operational processes and consistently deliver on SLA expectations of both internal and external customers.  

Responsibilities

• Data Driven decision making:
  • Oversight of operational teams’ workflow volume, staffing, production, quality, and service.
  • Compile/assess data, and provide monthly reports of workflow volume, production, quality, service, and staffing. Assist in formulating and refining strategies for operational efficiency using data insights.
  • Identify developing workflow trends and strategize operational solutions with management. Propose and help implement tools that improve operational workflows and data accessibility for the Operations team. 
  • Monitor and track all SLAs across department/team to ensure timely and accurate service delivery.  
  • Ensure all internal and external SLA commitments are met. 
  • Continuous Process Improvement: Regularly review data collection methods, analysis techniques, and reporting tools to improve the overall data strategy and ensure better decision-making practices across the organization.
• Team Management:
  • Be a present resource and provide development and support to supervisors and staff.  
  • Run regular and effective meetings with staff. 
  • Take the lead in communicating new directives and important information to the teams. 
  • Serve as higher level resource and provide solutions wherever possible for escalated issues (internal and external), answer questions, listen to frustration, and accept feedback and criticism. 
• Cross Functional: 
  • Work closely with Product, Underwriting, and Implementation teams in ensuring Policies and Procedures Manuals and SOPs are current and accurate. 
  • Collaborate with trainers regarding training plans for new employees, as well as cross-training plans for existing staff. 
  • Collaborate with cross-functional teams to enhance SLA’s and overall customer experience.
• Performance Management:
  • Goal Setting and Alignment: Set appropriate goals and effectively performance manage supervisors and team members. Ensure that individual and team goals contribute to overall company success.
  • Coaching and Development: Provide ongoing coaching, mentoring, and support to employees to help them meet performance expectations and achieve their career development goals. Identify skill gaps and facilitate appropriate training opportunities.
  • Performance Improvement Plans (PIPs): Work with managers to design and implement performance improvement plans for employees who are not meeting expectations. Provide guidance and follow-up to ensure progress is made.
  • Conduct Performance Reviews: Lead and facilitate regular performance reviews, providing clear and actionable feedback. Work with managers to assess individual contributions, recognize achievements, and identify areas for improvement. 

Qualifications

• Bachelor’s degree or an equivalent combination of education and experience preferred. 
• Prior supervisory experience is required.  
• Knowledge of Workers' Compensation, Commercial Auto, and/or Businessowners lines of business and operational functions is required. 
• Ability to develop and refine workflow processes. 
• Proficiency in Microsoft 365 applications. 
• Excellent verbal and written communication skills. 
• Strong time management, organizational, and prioritization skills with an ability to manage multiple projects. 
• High sense of urgency, strong work ethic, independence, and dependability.