Operational Underwriting Team Manager

Demand For HR; Calgary; On-site; CAD 90,000 - 110,000; Full time

Job summary

A leading HR consultancy is seeking an Operational Underwriting Team Manager in Calgary. The role involves leading a team of underwriters, enhancing operational standards, and driving customer experience. Ideal candidates will have 7+ years in underwriting, strong leadership abilities, and a deep understanding of Personal Lines insurance, particularly in Lifestyle products. This position offers a dynamic environment focused on team coaching and innovation.

Qualifications

• 7+ years of underwriting experience in the Home & Auto insurance industry.
• Proven experience in coaching and leading teams.
• Deep knowledge of Personal Lines insurance.

Responsibilities

• Lead and coach a team of Lifestyle Underwriters.
• Champion a superior broker and customer experience.
• Drive results through recognition and reward programs.

Skills

Leadership

Risk assessment

Customer service

Coaching

Decision-making

Education

University degree or equivalent experience

CIP designation preferred

Job description

Our client is looking for a passionate and experienced leader to join their Lifestyle Underwriting team as Operational Underwriting Team Manager in Western Canada. This key leadership role is responsible for elevating underwriting standards, driving operational excellence, and fostering a culture of high performance. You’ll play a vital role in aligning underwriting practices with the company’s strategic objectives and commitment to exceptional service.

As Team Leader, you’ll oversee a team of underwriters—providing mentorship, technical direction, and performance coaching. You’ll lead initiatives to enhance efficiency, refine risk assessment strategies, and support ongoing innovation in underwriting. This is an exciting opportunity for a results-oriented professional with strong leadership skills, a solid grasp of lifestyle products, and a focus on customer experience and risk quality.

Key Responsibilities

• Lead, develop, and coach a team of Lifestyle Underwriters to ensure exceptional service delivery and underwriting excellence.
• Champion a superior broker and customer experience through high standards in service, risk assessment, and responsiveness.
• Drive results by implementing recognition and reward programs that inspire team success.
• Provide technical guidance and conduct regular performance evaluations.
• Ensure underwriting practices comply with internal guidelines and contribute to a profitable portfolio.
• Communicate operational updates clearly and effectively to team members.
• Travel a few times per year as required to support business needs.
• Identify and implement improvements to underwriting workflows and the overall customer journey.
• Lead change management initiatives and support cross-functional business transformations.
• Collaborate with internal teams to ensure smooth integration of underwriting and broker-facing operations.
• Work with leadership to analyze workload trends and plan for future capacity.
• Develop strategies to manage resource allocation and maintain team productivity during fluctuations.
• Track, analyze, and report on team KPIs and quality metrics to inform decisions and continuous improvement.

What You Bring

• University degree or equivalent experience; CIP designation preferred.
• Proven experience in coaching, mentoring, and leading teams.
• At least 7 years of underwriting experience in the Home & Auto insurance industry; experience across provinces is an asset.
• Deep knowledge of Personal Lines insurance, with preferred experience in Lifestyle and recreational products.
• Demonstrated ability to lead and support change initiatives using basic project management principles.
• Experience in a call center or contact center environment.
• Strong decision-making skills, with a focus on balancing risk and customer service.
• Excellent communication and interpersonal skills, with the ability to foster relationships across teams and stakeholders.
• Proven problem-solving abilities in both business and customer contexts.
• Experience participating in hiring and compensation processes.
• Skilled in developing and managing capacity plans to meet service levels.
• Comfortable using data and analytics to inform strategy and improve underwriting performance.

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