Underwriting Operations Manager

Department:

Field Underwriting

Job Description:

This key leadership role is responsible for driving the operational performance of the underwriting organization, with direct accountability for leading the Underwriting Assistant team and optimizing workflow efficiency, service delivery, and overall productivity. The Operations Manager ensures effective workflow management across the full underwriting lifecycle, supported by disciplined capacity planning and consistent achievement of service metrics, while partnering closely with Underwriting leadership to align execution with portfolio strategies and performance objectives.

The Operations Manager drives continuous improvement and productivity by leveraging technology, streamlining processes, and embedding a strong focus on quality and consistency. A key priority is strengthening underwriting capabilities through skill development, coaching, and structured knowledge sharing. The role establishes clear feedback mechanisms and fosters strong cross-functional collaboration with Underwriting, Sales, Product, and other partners to ensure alignment, responsiveness, and effective execution of departmental priorities.

This leader owns operational performance by promoting consistency in workflows, reinforcing documentation standards, and enhancing productivity and capacity utilization. They proactively monitor submission, renewal, and endorsement volumes to manage workload, ensure service level agreements are met, and identify and resolve bottlenecks to improve throughput. Equally important, the Operations Manager builds high-performing teams, fosters a culture of accountability and innovation, and ensures underwriting file documentation meets audit, compliance, and regulatory standards—advancing strong governance and operational excellence across the organization.

Work Arrangement:

• Employees who live within 30 miles of the TMG home office are expected to follow a hybrid or in-office schedule. The initial training period may require additional in‑office days.

Accountabilities:

People Leadership & Workforce Planning

• Attract, select, retain, lead, and develop a team of Underwriting Assistants while building a strong pipeline into underwriting roles.
• Establish clear performance expectations aligned with service and quality standards.
• Provide performance coaching and technical mentorship to Underwriting Assistants through routine coaching and audit feedback.
• Conduct performance evaluations and provide coaching focused on operational execution, workflow effectiveness, decision-making, documentation quality, and productivity while partnering with Underwriting leadership on technical underwriting development.
• Partner with the Regional Underwriting Leader to develop clear pathways, including training, shadowing, and onboarding - for Underwriting Assistants, Underwriting Technicians and other operational functions - to progress into underwriting roles.
• Develop workforce capacity plans based on volume trends and business needs.

Workflow & Production Management

• Own underwriting operational performance end‑to‑end by driving consistent workflows, coaching staff on execution and documentation, and improving productivity and capacity utilization across the underwriting lifecycle.
• Ensure service level agreements (SLAs) for new business, renewals, and endorsements are consistently met.
• Monitor submission, renewal and endorsement volumes and manage workload distribution across the team, including collaboration with Enterprise Operations
• Identify and resolve workflow bottlenecks to improve throughput and responsiveness.
• Maintain production dashboards and operational reporting to support underwriting leadership.
• Establish feedback loops with Distribution and agency partners to identify service improvement opportunities and implement operational changes that enhance agent experience and turnaround times.

Process Optimization & Continuous Improvement

• Standardize underwriting support processes and documentation practices.
• Identify automation opportunities and partner with systems teams and Product to improve efficiency.
• Implement workflow enhancements that reduce expense and improve turnaround times.
• Drive consistency in file documentation and system usage.
• Support change management initiatives impacting underwriting operations.

Compliance, Controls & Data Integrity

• Ensure UA documentation in underwriting files meets audit standards.
• Maintain adherence to regulatory requirements and internal governance standards.
• Monitor quality control metrics and implement corrective action as needed.
• Partner with Underwriting leadership to maintain audit readiness.

Cross-Functional Collaboration

• Partner with Regional Underwriting Leader as a peer leader to align operational capacity, workflow execution, and service performance with portfolio and production priorities.
• Coordinate with Underwriting, Sales, Enterprise Operations, Underwriting Technicians and Customer Service, Product, Claims, Finance, and IT to support underwriting workflow needs.
• Serve as operational liaison for agency service concerns related to submission, renewal, and endorsement processing. Track operational improvements resulting from agent feedback including turnaround time, documentation quality, and service performance.
• Actively seek, analyze, and act on agent feedback (in partnership with Distribution and Underwriting leadership) to improve operational service delivery and responsiveness.

Qualifications:

• Bachelor’s degree in Business Administration, Insurance, Operations Management, Finance, or related field preferred.
• 7+ years of experience in insurance operations, underwriting support, or related functional area.
• 2+ years leadership or supervisory experience preferred.
• Demonstrated experience managing production workflows and service standards.
• Experience with commercial P&C underwriting operations preferred.
• Strong understanding of underwriting life cycle and policy processing workflows.

• Proficiency in underwriting systems and reporting tools.
• Experience analyzing production metrics and operational KPIs.
• Process improvement or Lean/Six Sigma exposure preferred.
• Strong operational and organizational leadership capability.
• Ability to manage competing priorities in a high-volume environment.
• Analytical mindset with focus on efficiency and performance metrics.
• Effective communication and cross-functional collaboration skills and interpersonal skills.
• Strong coaching and talent development ability.
• Change management and process improvement orientation.

Pay Range:

Anticipated Hiring Range

• $105,000 - $160,000 annual base salary depending on experience, qualifications, and geographic location

Benefits:

We are proud to offer our full-time regular employees a robust benefits suite that includes:

• Competitive base salary plus incentive plans for eligible team members

• 401(K) retirement plan that includes a company match of up to 6% of your eligible salary

• Free basic life and AD&D, long-term disability and short-term disability insurance

• Medical, dental and vision plans to meet your unique healthcare needs

• Wellness incentives

• Generous time off program that includes personal, holiday and volunteer paid time off

• Flexible work schedules and hybrid/remote options for eligible positions

• Educational assistance

Equal Opportunity Employer

The Mutual Group is an Equal Opportunity Employer. It is our policy to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

• Know Your Rights: Workplace Discrimination is Illegal

• Your Rights Under USERRA

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Talent@themutualgroup.com .

Employment Verification

The Mutual Group participates in the E-Verify program and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You are protected from employment discrimination based on your citizenship status and national origin.

E-Verify Program Overview

E-Verify Participation Poster

All offers of employment are contingent upon the successful completion of a background check.

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