Agency Operations Lead — Property & Casualty Insurance

As the  Agency Operations Lead in Business Banking  Insurance, you will be responsible for the building and oversight of the day-to-day operational leadership of the property and casualty insurance agency, reporting to the Head of Insurance. In this role you will  ensure seamless client service delivery, regulatory compliance, and process efficiency/effectiveness across the agency operations that serve multiple Lines of Business. The ideal candidate is an experienced insurance professional who combines technical P&C knowledge with strong leadership and organizational capabilities focused on the effective build-out and running of a large scale insurance agency. This role will be at the center of the effective delivery of our insurance capability across the firm, including the need to be an agile utility player as varied opportunities and challenges arise as part of the senior Insurance Platform team.

Job Responsibilities

• In the start-up phase provide guidance and expertise on the detailed creation and management of operational workflows, including quoting, policy processing, renewals, endorsements, cancellations, and reinstatements. Detailed knowledge of this ecosystem is key.
• Contribute to the implementation of the agency management system (AMS) that will form the backbone of agency workflows and customer management — and then once in market own the effectiveness and efficiency of workflows across the insurance platform 
• Serve as primary liaison for the agency management system effectiveness and efficiency and develop, document, and continuously improve standard operating procedures (SOPs) for all agency functions
• Ensure processes are in place to monitor policy expirations and renewal pipelines to ensure timely client outreach and retention efforts within the appropriate Service Teams.
• Ensure effective onboarding and ongoing training on P&C products, agency systems, and compliance requirements
• Support the Insurance Platform team and Lines of Business to implement staffing plans aligned with agency growth and seasonal volume fluctuations
• Work with the Insurance Platform Team and respective LOB leadership to track client satisfaction and implement strategies to improve Net Promoter Score or equivalent metrics
• Ensure that the Insurance Platform team has an effective dashboard for measuring key performance indicators across LOBS (Service SLAs, lead flow, Lead-to-Quote, Quote-to-Bind, Retention rates etc) and clear action plans to improve where needed
• Work with Chase Insurance Agency (“CIA”) to ensure the agency maintains all required state licenses and appointments for compliant running of the agency, including ensuring that CIA is overseeing individual agent licensing ( track renewal deadlines, CE requirements, and appointment statuses)
• Work with Compliance and Controls to ensure maintenance of  agency compliance with applicable state DOI regulations, carrier agreements, and privacy laws (GLBA, state-specific requirements)
• Manage surplus lines compliance where applicable, including tax filings and stamping office requirements in conjunction with other appropriate function

Required qualifications, skills, and capabilities

• Active Property & Casualty insurance license in the state(s) of operation
• Minimum 10 years of experience in P&C insurance, with at least 2 years in a supervisory or lead operations role
• Demonstrated knowledge of personal lines and/or commercial lines products, coverages, and underwriting
• Proficiency with at least one major agency management system
• Strong understanding of state insurance regulations and compliance requirements
• Excellent organizational, written, and verbal communication skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Necessary skills and experience at the start-up stage of an agency business where there is a need to define and build detailed process and workflow plans within the aqency

Preferred qualifications, skills, and capabilities

• Bachelor’s degree in Business, Finance, Risk Management, or related field
• Industry designations such as CIC (Certified Insurance Counselor), CPCU, CISR, or AAI
• Experience with surplus lines and E&S market placements
• Familiarity with commercial lines accounts including BOP, GL, Workers’ Compensation, Professional Liability and Commercial Auto
• Experience implementing or migrating agency management systems