Director, Commercial Lines Operations & Transformation

Mapfre; Webster (MA); Hybrid; USD 121,000 - 170,000; Full time

Benefits offered by this job

Paid Time Off

401(k) & Profit Sharing

Medical, Dental and Vision Coverage

Wellness programs

Job summary

MAPFRE seeks a transformational Director, Commercial Lines Operations to modernize underwriting operations, service delivery, workflow optimization, and performance initiatives that support profitable growth and an exceptional agent and customer experience.

Partner with Underwriting, Distribution, Product, Technology, and vendors to drive process improvement, automation, and a scalable operating model within a hybrid framework in Boston or Webster, MA.

Qualifications

• Bachelor's degree required; MBA or other advanced degree preferred.
• 10+ years of Property & Casualty insurance experience, including 5+ years in Commercial Lines operations, underwriting operations, transformation, operational excellence, or related leadership roles.
• Proven experience leading large-scale operational teams, including vendor and offshore partnerships.
• Demonstrated success designing and implementing workflow models, operating procedures, process maps, performance metrics, and operational dashboards.
• Deep understanding of Commercial Lines workflows, including submission intake, triage, rating, underwriting support, and policy servicing.
• Expertise in workflow technologies, operational reporting, process improvement methodologies, and operational best practices.
• Experience with policy administration platforms and modernization initiatives, including Guidewire, workflow engines, rating tools, and submission intake automation.
• Strong leadership, change management, and stakeholder partnership skills with the ability to influence across multiple business functions.

Responsibilities

• Lead Operational Transformation across Commercial Lines, including underwriting support, service operations, workflow redesign, and performance management.
• Oversee and optimize the Commercial Lines service model to align objectives with frontline execution.
• Drive a culture of continuous improvement through process enhancements and measurable outcomes.
• Ensure operational accountability across assurance providers while supporting pilots and testing initiatives.
• Establish a centralized Underwriting Assistant (UA) model for Small Commercial and Complex underwriting teams.
• Develop SOPs, RACI, process maps, and knowledge resources to drive consistency and efficiency.
• Implement workflow management tools, queues, and productivity dashboards to improve visibility and workload management.
• Improve quote, renewal, endorsement, and policy service cycle times while maintaining underwriting integrity.
• Develop KPIs, reporting, and management routines to support capacity planning and performance management.
• Partner with Technology to advance modernization initiatives and automation of submission intake and rating tools.
• Lead Underwriting Assistants, service teams, and offshore partners; set performance expectations and development plans.
• Enhance onboarding of agents and customers by removing bottlenecks and aligning service delivery with segmentation and growth strategies.

Skills

Leadership

Change management

Stakeholder partnership

Strategic thinking

Education

Bachelor's degree

MBA or advanced degree

Tools

Guidewire

Workflow engines

Rating tools

Submission intake automation

Job description

MAPFRE seeks a transformational Director, Commercial Lines Operations to modernize underwriting operations, service delivery, workflow optimization, and performance initiatives that support profitable growth and an exceptional agent and customer experience.

Partner with Underwriting, Distribution, Product, Technology, and vendors to drive process improvement, automation, and a scalable operating model within a hybrid framework in Boston or Webster, MA.