You’ll help build a new Small Business Insurance segment from the ground up—launching, scaling, and optimizing an insurance service for a large and growing business-owner customer base. You’ll join a high-impact Insurance and Operations team and partner closely with Business Banking to deliver a digital, data- and artificial intelligence-enabled model with strong human support. You’ll use your insurance servicing expertise and process-improvement leadership to shape the end-to-end client experience from go-to-market through continuous refinement. If you thrive in ambiguous, “build-it” environments and enjoy turning strategy into executable operating models, this role is for you.

As a Small Business Insurance Operations Strategy Lead in the Insurance and Operations team, you will define and deliver the servicing readiness and operating model for a new insurance offering. You will translate business goals into clear workflows, roles and responsibilities, inquiry handling, and escalation paths—while continuously improving efficiency and client experience. You will partner across product, operations, and frontline teams to prioritize the work required to launch and scale successfully. You will communicate progress and decisions with clarity and influence stakeholders at all levels.

• Create the servicing and operations blueprint to support launch, scale, and ongoing optimization of the Small Business Insurance segment across multiple product lines (for example: general liability, professional liability, business owners policies, commercial auto, cyber, and workers’ compensation).
• Define end-to-end servicing readiness, including inquiry handling, workflows, roles and responsibilities, transfer logic, escalation paths, and enablement content for frontline and operations teams.
• Provide an operations perspective across initiatives to identify issues early, eliminate avoidable demand, and design scalable solutions that improve efficiency and the client experience.
• Identify and size opportunities for process improvement, including business case development where needed.
• Partner with Business Banking and other internal teams to align on operating model decisions, dependencies, and launch timelines.
• Establish and manage a regular operating cadence for updates, risks, issues, decisions, and executive-ready communications.
• Represent Service and Operations leadership in cross-functional forums by bringing options, recommendations, and decision-ready tradeoffs.
• Build strong, collaborative relationships and operate as a trusted, consultative partner across functions and seniority levels.
• Leverage an understanding of artificial intelligence and machine learning concepts to help inform tooling, process design, and performance optimization.

• Demonstrated experience in insurance servicing operations, servicing journey design, or operating model build-out (commercial lines experience strongly relevant).
• Proven ability to lead complex, cross-functional initiatives and drive work to completion without direct reporting authority.
• Strong process improvement and problem-solving skills, including ability to identify root causes and design scalable solutions.
• Experience defining workflows, handoffs, roles and responsibilities, escalation paths, and enablement content for customer-facing teams.
• Strong written and verbal communication skills, including ability to produce clear executive-level updates and materials.
• Strong stakeholder management skills with the ability to influence and align partners across product, operations, and business teams.
• Ability to prioritize across competing demands and make sound recommendations using judgment and available data.
• Working knowledge of artificial intelligence and machine learning concepts and how they can be applied to operations and servicing.

• Bachelor’s degree.
• Experience supporting commercial insurance in an agency environment.
• Experience launching new products or building a new servicing capability (“start-up within an enterprise”).
• Experience creating business cases and sizing operational opportunities (impact, effort, tradeoffs).
• Demonstrated ability to design solutions that balance partner needs and drive aligned outcomes.
• Experience improving client experience outcomes (for example: reducing transfers, improving first-contact resolution, eliminating repeat inquiries).
• Experience partnering closely with frontline and service organizations to implement operating model changes.