the client’s Director of Commercial Lines Operations leads the transformation and day-to-day execution of commercial lines underwriting and service operations, including workflow management and operational performance. This role modernizes and scales the operating model to support profitable growth, underwriting excellence, and an improved agent and customer experience. Reporting into senior leadership, the director partners with underwriting, distribution, product, IT, and offshore/vendor teams to design and implement standardized processes, strengthen service delivery, and build the operational infrastructure required for long-term scalability.
Key responsibilities include leading transformation across underwriting support, service operations, workflow redesign, and operational performance management. The director oversees development and continuous refinement of the commercial lines service menu, embeds continuous improvement to identify and implement enhancements, and drives accountability to ensure assurance-related actions are completed on time and operational issues are resolved effectively. The role also validates and facilitates field engagement for pilots, tests, and iterative initiatives, and reduces friction across the policy lifecycle by improving cycle times and maintaining quality and underwriting discipline.
The director builds and operationalizes a centralized underwriting assistant (UA) model and standard operating procedures, including roles/responsibility documentation, process maps, and a centralized knowledge base to reduce reliance on tribal knowledge and improve consistency. The role implements workflow tools, queue management solutions, and productivity dashboards to reduce email-driven work and increase visibility into backlog, SLAs, and performance, and develops and monitors KPIs and operational reporting to support capacity planning and workload distribution. The director partners with IT on modernization initiatives, leads teams across UA and service functions as well as vendor/offshore partners, supports underwriting leadership by removing operational bottlenecks, and establishes training, cross-training, and career development structures; qualifications include a bachelor’s degree, a preference for an advanced degree, and extensive property and casualty insurance experience with substantial commercial lines operations or transformation leadership experience.