Operations Team Lead

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

The ultimate responsibility of this role is to increase operational efficiency within underwriting service team while handling assigned accounts to maintain a scalable model with a laser-focus toward customer and partner experience. Candidates should have proven success individually contributing toward maximum productivity as well demonstrated leadership ability, operational agility, and relationship management. Additionally, the Team Lead has a proven ability to develop and maintain an environment of trust, diversity, and inclusion within the team.

Job Duties

• Manage Underwriting Service Operations team that support assigned underwriting product lines with focus on meeting production levels, service level agreements, and other performance metrics
• Maintain constant communication with management, staff, and business units to ensure Voice of the Customer is heard
• Effectively resolve escalated customer service issues.
• Effectively perform Underwriting Service tasks on more complicated assigned accounts while meeting all service standards and expectations. 
• Ensure operational activities within team remain on time and within agreed upon workflows
• Contribute to the efficiency of existing organizational processes and procedures to enhance and sustain the team’s expertise and internal capacity
• Work to continuously improve the efficiency of daily processes in support of utilizing LEAN management systems.
• Manage timely data collection build operational metrics that achieve productivity targets, reduce cost per task, eliminate errors, and deliver excellent customer service
• Provide training and guidance to team members in support of talent development to drive deep knowledge and opportunities for career pathing
• Be supportive while helping lead team through change and transformation efforts
• Effectively leverage labor arbitrage to drive scalability
• Partner with cross-functional support teams to help meet service levels
• Assist in resolving IT related issues impacting workflow and production when possible
• Accountable for identifying, escalating, and responding to any Compliance related issues

Skills

• Excellent ability to identify process efficiencies and gaps in process

• Strong Leadership Skills

• Strong working knowledge of assigned insurance coverages and underwriting units

• Customer-Focused

• Strong continual improvement mindset and ability to utilize LEAN management systems
• Self-directed showing personal accountability and sense of urgency
• Skilled in conflict management and business processes

• Collaborative And Team-Oriented

• Strong analytical and problem solving ability
• Strong communication and organizational skills
• Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook) 

Preferred Qualifications

• Bachelor’s Degree preferred and/or Industry designation
• 2+ years experience in an operations management position
• 5-7 years insurance industry experience

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For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.

$82,400 - $111,240/Year

• Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.
• Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more. Click here to learn more on available benefits.

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

14400 Arch Insurance Group Inc.