Job Title: VP, Operations - Financial Lines/Professional Liability/Crisis Management
Department: CC1370 - Underwriting Operations
Reports to: Business Unit Leader/ VP, Head of Casualty Operations
Position Overview:The VP of Operations is responsible for leading and optimizing the operational processes that support the Casualty Lines underwriting profit centers. This role will collaborate cross-functionally with underwriters, IT, finance, compliance, and customer service teams to ensure process excellence, regulatory compliance, and achievement of business objectives. The VP of Operations will analyze data, manage resources, and drive continuous improvement initiatives to maximize efficiency and support underwriting profitability.
Key Responsibilities:- Oversee operational workflows and resource allocation for Profit Centers and underwriter teams.
- Develop, implement, and maintain standard operating procedures (SOPs), ensuring adherence to regulatory and company standards.
- Monitor and analyze operational KPIs, loss ratios, submission throughput, quote turnaround times, clearance accuracy, and policy issuance efficiency.
- Partner with underwriters to identify and resolve process bottlenecks impacting service levels, profitability, or compliance.
- Drive system and process improvement projects (including automation and digital transformation), collaborating with IT and vendor partners.
- Establish and manage quality assurance practices across documentation, data capture, and transactional accuracy.
- Support the onboarding, training, and development of operational staff aligned with best practices and underwriting needs.
- Liaise with Finance/Collections around premium processing, billing, and reconciliations to eliminate discrepancies and enhance reporting accuracy.
- Ensure all operations align with legal, regulatory, and internal audit requirements, implementing remediation plans when necessary.
- Foster a culture of continuous improvement, teamwork, and operational excellence.
- Provide timely, actionable reporting and analysis to underwriting leadership and executive management. Examples include Quarterly Business Reviews and the Budgeting process.
Soft Skills:- Excellent leadership and people management capabilities.
- Strong communication and interpersonal skills; able to collaborate and negotiate across stakeholder groups.
- Problem-solving orientation with the ability to anticipate issues and propose effective solutions.
- Change management and adaptability to fast-paced, dynamic environments.
- High degree of emotional intelligence and conflict resolution skills.
- Strategic thinking and ability to balance short-term needs with long-term goals.
Technical Skills:- Advanced proficiency in insurance core systems (policy administration, rating, document management).
- Strong Excel and data visualization skills; familiarity with BI/reporting tools (e.g., Tableau, Power BI).
- Working knowledge of workflow/process automation and digital tools.
- Familiarity with regulatory requirements for Casualty and Specialty Lines (including claims and compliance systems).
- Understanding of operational risk frameworks and controls.
- Experience with project management platforms and methodologies (e.g., Agile, Lean Six Sigma preferred).
Analytical & Expertise Requirements:- 7+ years' experience in insurance operations supporting underwriter profit centers, ideally within Financial Lines & Professional Liability.
- Sound knowledge of P&C insurance products, underwriting processes, and service delivery requirements.
- Strong analytical abilities, including root-cause analysis, process mapping, and reporting.
- Demonstrated experience in operational process optimization and performance management.
- Ability to interpret and act on quantitative/qualitative data (e.g., workflow rates, error trends, service levels).
