AVP - UNDERWRITING & OPERATIONS
Apply NowCompany: Universal Insurance
Location: Sarasota, FL 34232
Description:
General Description:
The position of AVP - Underwriting & Operations is responsible for all aspects of Personal Lines risk level underwriting within the UNA operations. This role encompasses providing superior service levels in support of our agents, policyholders and internal customers through proper selection, management and development of personnel, workflow and process management and improvement, professional communication and appropriate decision making for all customers, and accountability for risk level underwriting decisions made within the Underwriting group. The position reports to the SVP of Underwriting for North America Operations and provides leadership to both operational and staff underwriting.
Essential Duties and Responsibilities:
Manage Underwriting staff. Develops staffing needs analysis and verifies appropriate staffing levels to support call volumes.
Conduct performance and salary management reviews.
Manage phone queues ensuring adequate support is available and properly trained to provide superior service to all callers.
Manage phone and work queues to meet or exceed SLA's.
Manage workflow processes and procedures.
Manage diary follow-up processes to verify all diaries are handled properly.
Manage email and voicemail to ensure all items are handled promptly and efficiently.
Monitor trends in work and call volumes to identify and proactively addresses fluctuations for staffing purposes.
Provide staff training and communication to develop and retain professional Underwriting staff.
Update all information in the Underwriting Information Center and verify accuracy of all documents such as procedure guides, job aides, system change activity, program rules and rate changes by state and line of business, guidelines, and process changes, underwriting forms and templates, training, and reference material.
Create, implement, and coordinate an Underwriting quality assurance program.
Provide reports of results on a quarterly basis with details on action plans in place to improve results where needed.
Provide management reports to the organization such WIP, call volume, escalation desk and decision reports.
Reconcile monthly Consumer reports invoices and resolve any inaccuracies in the billings.
Coordinate with Product Management to implement and manage UES rule in support of program rules and guidelines verifying appropriate underwriting review is taking place for all transaction types.
Support Territory Sales Managers (TSM's) with agency support and intercession to solve service issues quickly and efficiently to include full, prompt, and professional communication with all stakeholders. Also, provides training to TSM's as needed.
Provide monthly reports to SVP on underwriting operations performance and results.
Provide quarterly update on Underwriting Operations to executive management team.
Participate in review of rollover books of business and manage rollover underwriting processes.
Manage systems projects impacting Underwriting, setting proper priority, and providing input, feedback, and direction to the Systems group.
Initiate systems changes to improve processes, workflows, and reporting capabilities.
Collaborate with Policy Service, Claims and Accounting management on training and development of staff.
Collaborate with Product team on program changes, new program/product implementations and provides feedback on rules, guideline, and competitive standing on an ongoing basis.
Manage inspection ordering, receipt, and reviews processes for all vendors in all states for all inspection types.
Reconcile monthly inspection report invoices and resolves any inaccuracies in the billings.
Manage manual report handling (Underwriting Report) and ad hoc underwriting projects while maintaining SLA's.
Participate in Sales weekly staff calls as requested or needed.
Perform other duties as assigned.
Supplementary Information:
This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not to be interpreted as an inventory of all the duties, tasks, responsibilities and qualifications required for the employees assigned to this job.
Education and / or Experience:
Minimum Bachelor's degree.
MBA and/or CPCU preferred.
Minimum 10 years personal lines carrier underwriting experience in Homeowners and Personal Auto lines of business.
Minimum 5 years management experience with progressive increased responsibility including performance and salary management.
Minimum 5 years' experience developing underwriting programs for personal lines property and auto lines of business and developing systems to support these programs.
Experience managing call flows and work flows in a service center environment.
Experience developing and implementing underwriting processes and procedures including ongoing training and support of staff.
Experience establishing and conducting underwriting quality assurance reviews.
Experience conducting agency audits and quality reviews.
Experience handling consumer and Department of Insurance complaints.
Experience managing vendor relationships.
Experience establishing inspection programs and managing inspection processes
Experience establishing premium leakage review processes for the Homeowners and Auto lines of business and evaluating and correcting premium leakage issues.
Experience developing and implementing underwriting training programs for Homeowners and Auto lines of business for all functional areas.
Demonstrated ability to conduct in depth results analysis and corrective action programs for Homeowners and Auto lines of business.
Complete understanding of regulatory environments/requirements for all active UNA states and Personal Lines of business.
Superior communication skills and proven ability to work in a team environment to accomplish goals.
Proven ability to handle multiple and potentially conflicting responsibilities in a fast-paced environment.
Experience with developing and presenting executive level presentations.
Experience managing complex systems projects through the UNA systems process for personal residential and personal auto lines of business.
Intimate knowledge and understanding of UNA UES rules for personal residential and personal auto lines of business.
Ability to initiate systems changes to improve processes, workflows, and reporting capabilities.
Ability to successfully collaborate on cross functional teams.
Full understanding of UNA personal residential and personal auto products.
Ability to travel frequently.
Ability and willingness to work extra hours as needed.
Licenses and / or certifications:
CPCU preferred
The position of AVP - Underwriting & Operations is responsible for all aspects of Personal Lines risk level underwriting within the UNA operations. This role encompasses providing superior service levels in support of our agents, policyholders and internal customers through proper selection, management and development of personnel, workflow and process management and improvement, professional communication and appropriate decision making for all customers, and accountability for risk level underwriting decisions made within the Underwriting group. The position reports to the SVP of Underwriting for North America Operations and provides leadership to both operational and staff underwriting.
Essential Duties and Responsibilities:
Manage Underwriting staff. Develops staffing needs analysis and verifies appropriate staffing levels to support call volumes.
Conduct performance and salary management reviews.
Manage phone queues ensuring adequate support is available and properly trained to provide superior service to all callers.
Manage phone and work queues to meet or exceed SLA's.
Manage workflow processes and procedures.
Manage diary follow-up processes to verify all diaries are handled properly.
Manage email and voicemail to ensure all items are handled promptly and efficiently.
Monitor trends in work and call volumes to identify and proactively addresses fluctuations for staffing purposes.
Provide staff training and communication to develop and retain professional Underwriting staff.
Update all information in the Underwriting Information Center and verify accuracy of all documents such as procedure guides, job aides, system change activity, program rules and rate changes by state and line of business, guidelines, and process changes, underwriting forms and templates, training, and reference material.
Create, implement, and coordinate an Underwriting quality assurance program.
Provide reports of results on a quarterly basis with details on action plans in place to improve results where needed.
Provide management reports to the organization such WIP, call volume, escalation desk and decision reports.
Reconcile monthly Consumer reports invoices and resolve any inaccuracies in the billings.
Coordinate with Product Management to implement and manage UES rule in support of program rules and guidelines verifying appropriate underwriting review is taking place for all transaction types.
Support Territory Sales Managers (TSM's) with agency support and intercession to solve service issues quickly and efficiently to include full, prompt, and professional communication with all stakeholders. Also, provides training to TSM's as needed.
Provide monthly reports to SVP on underwriting operations performance and results.
Provide quarterly update on Underwriting Operations to executive management team.
Participate in review of rollover books of business and manage rollover underwriting processes.
Manage systems projects impacting Underwriting, setting proper priority, and providing input, feedback, and direction to the Systems group.
Initiate systems changes to improve processes, workflows, and reporting capabilities.
Collaborate with Policy Service, Claims and Accounting management on training and development of staff.
Collaborate with Product team on program changes, new program/product implementations and provides feedback on rules, guideline, and competitive standing on an ongoing basis.
Manage inspection ordering, receipt, and reviews processes for all vendors in all states for all inspection types.
Reconcile monthly inspection report invoices and resolves any inaccuracies in the billings.
Manage manual report handling (Underwriting Report) and ad hoc underwriting projects while maintaining SLA's.
Participate in Sales weekly staff calls as requested or needed.
Perform other duties as assigned.
Supplementary Information:
This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not to be interpreted as an inventory of all the duties, tasks, responsibilities and qualifications required for the employees assigned to this job.
Education and / or Experience:
Minimum Bachelor's degree.
MBA and/or CPCU preferred.
Minimum 10 years personal lines carrier underwriting experience in Homeowners and Personal Auto lines of business.
Minimum 5 years management experience with progressive increased responsibility including performance and salary management.
Minimum 5 years' experience developing underwriting programs for personal lines property and auto lines of business and developing systems to support these programs.
Experience managing call flows and work flows in a service center environment.
Experience developing and implementing underwriting processes and procedures including ongoing training and support of staff.
Experience establishing and conducting underwriting quality assurance reviews.
Experience conducting agency audits and quality reviews.
Experience handling consumer and Department of Insurance complaints.
Experience managing vendor relationships.
Experience establishing inspection programs and managing inspection processes
Experience establishing premium leakage review processes for the Homeowners and Auto lines of business and evaluating and correcting premium leakage issues.
Experience developing and implementing underwriting training programs for Homeowners and Auto lines of business for all functional areas.
Demonstrated ability to conduct in depth results analysis and corrective action programs for Homeowners and Auto lines of business.
Complete understanding of regulatory environments/requirements for all active UNA states and Personal Lines of business.
Superior communication skills and proven ability to work in a team environment to accomplish goals.
Proven ability to handle multiple and potentially conflicting responsibilities in a fast-paced environment.
Experience with developing and presenting executive level presentations.
Experience managing complex systems projects through the UNA systems process for personal residential and personal auto lines of business.
Intimate knowledge and understanding of UNA UES rules for personal residential and personal auto lines of business.
Ability to initiate systems changes to improve processes, workflows, and reporting capabilities.
Ability to successfully collaborate on cross functional teams.
Full understanding of UNA personal residential and personal auto products.
Ability to travel frequently.
Ability and willingness to work extra hours as needed.
Licenses and / or certifications:
CPCU preferred