Operations Process Lead Amelia

Operations Process Lead
Amelia
Umbria, Amelia

Operations Process Lead**:

Underwriting - Commerical Lines Operations Process Lead

**Company

American Modern Insurance Group

**Location

Amelia, United States

**Purpose**:

To initiate, manage, and support strategic quality and training deliverables that drive productivity, profitability, and customer/agent experience for the Commercial Lines Department.

**Roles & Responsibilities**:

- Develop and define strategies and quality audit procedures that concentrate and establish high quality output within the Commercial Lines Underwriting and Operations teams.

Research, identify, document and resolve trends that highlight opportunities to improve quality within process and procedures, at the team and individual level.

- Complete, document, and address monthly quality audits and corresponding results with each member of the Commercial Lines Operations group, in a timely manner.

Present findings to management in a comprehensible format and recommend ways to drive continuous improvement.

- Conduct routine skills assessments with associates.

Design, and deliver necessary training curriculum to ensure new or existing processes and procedures are consistent and being followed within the department.

Train/re-train associates as opportunities for improvement arise.

- Define, document and maintain Standard Operating Procedures and step by step Work Instructions for all new or existing work processes for the Commercial Lines Underwriting and Operations teams.

- Partner with Business Operations Analysts and Specialists to identify areas of opportunities within day to day operations and collaborate on ways to streamline processes.

Coordinate with internal technical teams when system issues arise and follow through to ensure timely and accurate resolution.

- Remain knowledgeable on the servicing of commercial accounts, including all areas of policy processing.

Assist the team when needed with overtime or backlog of work.

- Research and address escalated cases, partnering with frontline, management and sales leadership as needed.

**Required Technical Skills**:

- Ability to conduct effective training and provide critical feedback in both virtual and in person settings

- Proficient in successfully presenting information to various group of individuals coming from different learning and development backgrounds

- Ability to organize qualitative and quantitative data and information

**Required Core Competencies**:

- High attention to detail

- Advanced Interpersonal skills

- Data and process analysis

- Training & Development

- Problem Solving

- Change Management