Manager, Technical Underwriting Operations

Upland Capital Group, Inc. is an AM Best rated “A-” VIII specialty property/casualty insurer headquartered in Dallas, Texas. Through its wholly owned insurance carrier, Upland Specialty Insurance Company, the company markets, underwrites and services specialty insurance products in select markets to include excess transportation, construction casualty, excess casualty, primary general liability, excess public entity, professional liability errors and omissions as well as excess cyber liability.

We focus on “old school” underwriting as a craft, add “new school” analytics and technology, and encourage a gritty, growth mindset among people called “we entrepreneurs.”

As an Excess and Surplus (E&S) carrier, we face unique and interesting problems every day. We are seeking a Technical Underwriting Operations Manager to join our Underwriting Operations team. This is a remote opportunity with up to 10% travel annually.

Primary Function

The Manager of Technical Underwriting Operations oversees the management of Insurance Processing Operations, including new business, renewals, vendor relationships with BPO(s) and internal staff. This role involves training BPO(s) and Technical UW Operations (TUOA) teams to ensure quality and accuracy of work, while auditing, maintaining and updating SOPs. In addition, this position will be responsible for evaluating processes and technology to enhance submissions and collaborates with senior business and technology leaders to develop, articulate, and assess the evolving needs of the department.

Management

Duties and Responsibilities:

• Oversee daily operations of internal and external teams to ensure accurate and timely processing of submissions
• Schedule and manage team coverage to meet staffing needs and achieve SLAs
• Prioritize and lead daily tasks
• Perform daily audits to check for duplicate submissions and accuracy
• Build and maintain strong vendor relationships, acting as the main contact
• Conduct regular meetings with vendors to discuss resource utilization and explore alternative processes
• Assess vendor performance and identify areas for improvement
• Address performance issues promptly and document development plans
• Participate in technology evaluations to enhance operations
• Support and present strategic discussions related to priorities
• Act as a subject matter expert and collaborate with business leaders to develop actionable requirements
• Other duties as assigned
  
  

Training

• Create training materials for processors, including videos
• Audit SOPs periodically for accuracy and updates
• Train team members on new or enhanced system operations and processes
  
  

Reporting

• Produce daily SLA-focused reporting metrics, including submission counts and lifecycle stages
  
  

Engagement

• Communicate and collaborate with stakeholders to ensure alignment on goals and identify opportunities
• Participate in high-impact projects and digital transformation initiatives
• Support business and technology strategies in line with processes
• Identify and implement process improvements
  
  

Experience, Education, Special Skills Required

• Bachelor’s degree in related field with 5 years of relevant insurance experience in customer service, vendor and/or technology management; or 7-10 years of relevant insurance experience in lieu of degree
• At least 3-5 years of experience in Property & Casualty or Excess & Surplus insurance, with a strong understanding of the Clearance process via broker email submissions
• 2-5 years of management experience leading teams in a dynamic environment
• Extensive experience with managing outsourced/offshore vendors
• Excellent leadership and management skills, with the ability to build strong relationships with business leaders and stakeholders
• Eagerness to learn about our businesses and processes, and the ability to propose and influence change
• Strong organizational skills to capture and record changes in standard operating procedures and departmental processes
• Ability to develop and refine operational processes, metrics, and measures
• Experience with staff augmentation and managed services
• Strong oral and written communication skills
• Effective time management skills and ability to meet deadlines
• Close attention to detail
• Ability to manage a team and collaborate cross-functionally with peers in a remote working environment
• Proficiency with Salesforce and other similar platforms
• AI platform experience highly preferred
  
  

Disclosures

Pay Estimate: $95,000 - $130,000/year

Other compensation: annual incentive program

Benefits: health insurance including FSA and HSA options and free access to Teladoc, vision, dental, disability and life insurance, parental leave, responsible time off (unlimited vacation days without an accrual system), paid sick time as required by law, 401(k), tuition reimbursement and employee assistance program.

Anticipated close date: April 9, 2025