AVP of Operations

Job Summary

The AVP of Operations is responsible for the overall management of operations that support underwriting, including, but not limited to, the development, management, and monitoring of submission clearance, file construction and retrieval, processing and invoicing bound new and renewal business, policy issuance, processing policy change requests or endorsements, and processing of all administrative work related to submissions and in-force policies. The AVP of Operations is responsible for the direct management of a team that supports the overall underwriting operations function, ensuring effective process metrics are met, or exceeded, as well as providing excellent customer service.

Job Functions 

• Provide direct supervision to all assigned colleagues, including, but not limited to, hiring, training/cross-training, performance management, and disciplinary action
• Assist in the training and development of new staff members, including participation in training sessions
• Manage the overall direction of the Operations Department, including establishing and maintaining departmental goals and objectives
• Conduct weekly department meetings, addressing successes, as well as issues/concerns
• Maintain an active presence within the Operations team, resolving any issues and fostering an atmosphere of teamwork and productivity
• Develop and maintain detailed and effective standard operating procedures for all assigned staff positions
• Assist with annual budgeting, operational cost management, and evaluation of vendor and contract effectiveness to ensure operational efficiency and cost control
• Manage operational vendor relationships, assisting in evaluating vendor performance, reviewing service standards, and assessing operational effectiveness
• Oversee Vantage EOX addressing processing issues and reporting to Payal, ensuring their accountability; inspect service levels and communicate process changes
• Develop and monitor internal audit processes for both Programs and Brokerage
• Work closely and collaboratively with brokerage management, managers, and underwriting staff to identify operational gaps (documentation issues, compliance concerns, workflow inefficiencies, etc.) and develop standardized procedures and best practices to reduce potential Errors and Omissions exposure
• Provide effective oversight and support of the submissions process, including workflow management, turnaround expectations, submission quality control, coordination with underwriting/brokers, and assisting with improving efficiencies and procedures within the submissions department
• Responsible for the implementation of new products, ensuring terms and commissions are programmed correctly
• Effectively administer the MGA Systems program (agency management system) to troubleshoot operational issues, coordinate system access/setup, assist with implementation of new products/programs, communicate workflow changes to staff, and act as a liaison for First Light regarding operational concerns or new projects
• Responsible for the effective execution of CV Alir processes, providing continued oversight, implementation support, workflow coordination, and communication between departments to ensure the project stays on track operationally, as well as identifying process improvements, training needs, and related efficiencies
• Manage the Department of Insurance complaints process; assist with operational oversight by helping gather documentation, coordinating responses between departments, tracking timelines/deadlines, maintaining complaint records, and helping ensure processes are followed correctly to minimize future complaints
• Serve as Errors and Omissions Liaison, managing the internal process and reporting
• Serve as the Wheelhouse/IT Liaison, steering weekly calls/meetings to ensure effective service
• Manage the compliance process, ensuring compliance with DNOC days, etc. as well as policy issuance and endorsements within 30 days
• Manage the carrier and state audit processes (BIC, Canal, Canopius, London/surplus lines) including, but not limited to, coordinating audit requests, gathering required documentation, providing remote system access to auditors, working with accounting and underwriting teams to ensure accurate reporting, monitoring deadlines, assisting with compliance requirements, responding to audit questions and assisting with implementation of any operational changes needed following audit findings; review and identify operational training and development needs discovered through audits, reviews, and process evaluations and coordinate corrective training initiatives
• Proactively review, evaluate, and identify potential automation opportunities and scalable operational solutions to improve submission processing efficiency, reduce manual workflows, and support revenue-producing activities
• Responsible for negotiating underwriting-related contracts, ensuring good terms/pricing, and collaborating with Legal to review all contracts
• Develop and generate production reports as needed
• Expectation for the use of AI/Technology as an ongoing resource in the performance of essential job functions, ensuring overall efficiency 
• Perform all actions relating to customers and companies in a manner that will avoid issues involving potential errors and omissions
• Participate in seminars and other training to maintain required licenses and for knowledge and skill development

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Additional Responsibilities 

This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.

Remote work opportunities vary by location, department, and business need and are subject to change, as needed. Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department

Job Requirements 

• 7 – 9 years of previous underwriting operations or general underwriter/agent experience in a commercial insurance setting preferred
• 2 – 4 years of previous supervisory experience preferred
• Bachelor’s degree in business, finance, or other related discipline preferred

Knowledge, Skills, and Abilities 

• Strong working knowledge of insurance underwriting
• Strong PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.) and the ability to work within agency management systems
• Organized and analytical, with a strong attention to detail
• Ability to work within a fast-paced, changing priority environment
• Ability to maximize staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining staff; encouraging and supporting professional development; coordinating and ensuring effective utilization of systems; ensuring adherence to policies, procedures, and productivity standards
• Self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Ability to communicate effectively, both verbally and in writing
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
• Ability to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies and the Agency
• Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality

Work Conditions 

• Ability to perform approximately 90% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
• Ability to lift up to 20 pounds, occasionally
• Requires operation of a computer workstation, including keyboard and video display 
• All requirements may be modified to reasonably accommodate physical or mental impairment